Refund policy
EXCHANGE OR RETURN CONDITIONS
You can return your order as long as the item has not been used and it arrives at our warehouse in perfect condition. You can exchange your order for another article, as long as the amount is the same as the article you wish to return. The deadline for an exchange or return is 30 days. The first exchange will be free, if you need to make a second exchange you will have to pay 3.95€ by cash on delivery.
Returns or exchanges are free of charge (valid in Peninsula and Balearic Islands). To make returns of orders sent outside Spain, you must contact us to tell you how to proceed. Returns outside Spain, will have a cost of 5€ which will be deducted from the amount to be paid.
RETURN PROCESS
You can return the package from your home or at a Celeritas collection point.
To return the package at home. You must access your account and in the ‘My orders’ section, select the order with complete status that you want to return and go to the ‘Return’ link where you will find a form that you must complete and press the ‘send’ button, once received, we will send you a message confirming the return and within 48/72 hours, you will receive a message from the transport agency indicating the day that they will make the collection.
If you placed the order as a guest, you can send us an email to devoluciones@xtistore.es, indicating whether you request home collection (date, time slot and collection address) or via a CELERTIAS point (we will send you the label to deliver the package to the nearest point according to your postcode.
Place the items to be returned in their original packaging. The box must be tightly closed and packed to prevent it from being opened during transport. Only items received in our warehouse will be credited. You do not need to print a label as this will be provided by the carrier.
If you wish to make an exchange you must indicate in the ‘comments’ field of the form the item you wish to exchange and we will send you an email to confirm availability.
For returns to a Celeritas collection point. If your order was delivered to a celeritas point, stick the return label that came in the box with your order on top of the shipping label and hand it in at the nearest celeritas point. You can see the collection points at: www.celeritastransporte.com
If your order was delivered to your home and you want to return it to a celeritas point, you can send an email to info@xtistore.es with your order number and we will send you the return label to your email address. When you receive the label you will need to print it out, stick it on the parcel and take it to the nearest celeritas point.
MONEY REFUND
Once we receive your return at our facilities, you will receive the refund within a period not exceeding 15 calendar days by the same method of payment with which you made the purchase. If the payment was made by cash on delivery, we will send you an email so that you can give us your account number and the payment will be made by bank transfer.
If you have any questions you can contact us at info@xtistore.es
