Terms and Conditions
TERMS AND CONDITIONS
Countries we ship to.
We regularly ship to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Finland, Germany, Greece, Hungary, Italy, Ireland, Latvia, Lithuania, Luxembourg, Malta, Poland, Netherlands, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Spain.
Saturdays and Sundays should not be counted in the delivery times indicated for each shipment. Delivery times may be altered due to local or national holidays. If the chosen method of payment is by bank transfer, these deadlines may be extended, as the order will not be dispatched until the transfer has been verified in our account.
During special periods such as Christmas, Easter, bank holidays or sales, Key materials, s.l. cannot guarantee that shipments will arrive within the expected delivery times stated, as these may suffer delays due to the volume of work of the transport agencies.
1. Shipments to Spain (Peninsula and Balearic Islands) and Portugal.
Standard delivery time 24, 48h Shipping cost 6 € (VAT included).
Delivery is free of charge for orders over €40 (VAT included).
2. Shipments to Spain (Canary Islands, Ceuta and Melilla)
For this type of delivery, select country as: Spain (Canary Islands), Spain (Ceuta), Spain (Melilla).
For shipments to the Canary Islands, Ceuta and Melilla, VAT (21%) is not included. However, the customs system there will apply the corresponding tax charges upon arrival. Under no circumstances will we be able to determine the amount of taxes to be paid by the customer on receipt of the order, as this depends on local customs and taxes.
The amount of Standard 20 (up to 4 kg), if the order exceeds 4 kg, the amount of postage will be calculated according to the weight and final volume of your order. You can check this directly in your basket before confirming your order.
Standard delivery time 4 to 6 working days.
Free shipping on orders over 250 €. excluding taxes (taxes to be paid by the customer upon receipt of the order).
2. Shipments to countries EU countries to which we ship (except Spain and Portugal).).
Standard delivery time 4 to 6 working days. Shipping cost 10 € (tax included).
Delivery is free of charge for orders over €100 (including tax).
RETURNS AND EXCHANGES
If for any reason you are not satisfied with your order and wish to return it or exchange it for a different size or a different product, you have a period of 30 calendar days from the date you received the order to return or exchange it. (Key materials, s.l. offers its customers a longer period than the legal one, established as 14 days according to art. 102 and 104, of the R.D.L. 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws).
The steps to follow in order to request a return or an exchange are:
SUBJECT: "RETURN or EXCHANGE" (depending on what you want to do) and your ORDER NUMBER. Please indicate the reason for your return or exchange and the shipping method chosen for the return (Your own means or our transport), as well as the pick-up address of the package to be returned. If you choose our transport as a means of delivery as well as the pick-up address of the package to be returned (if you choose our transport). If you choose our transport and the address where we must collect your order is different to the address where we sent the order, this new address must be in the same country in which you received your order. (The Canary Islands and Ceuta and Melilla will be considered, for the purpose of sending returns or exchanges, as a seperate country to the Peninsula and the Balearic Islands).
2. SHIPPING METHODS, In all cases, the shipping fee of a return or exchange will be assumed by the customer, except if you are returning a faulty item. In the event that you consider you have received a faulty product and you return it, (WE ONLY ACCEPT RETURNS BY OUR MEANS OF TRANSPORT). Once we receive it and we review it, if we consider the product faulty and you have indicated that you want a refund, we will refund you the amount of the product plus the postage fee; if we consider that the product is not faulty, we will only refund you the amount of the item, discounting the transport fee from your home to our warehouse. If you would like to exchange the faulty item for the same or similar in perfect condition, we will send you the new item free of charge.
2-A. YOU CAN SEND US YOUR RETURN OR EXCHANGE BY YOUR OWN MEANS. In response to your return/exchange email, we will send you a label for you to stick on the parcel you wish to return. (if you choose this option you must pay the shipping cost, if you choose this option you must pay the shipping cost, we do not accept any return freight collect.
2-B. YOU CAN ARRANGE TO HAVE YOUR RETURN OR EXCHANGE COLLECTED AND SHIPPED TO US USING OUR TRANSPORT SERVICES. If you choose this method, you must provide us with a pick-up time. After verifying all the details, a carrier from one of the transport agencies we work with will collect the item from the address you have given us (the one that appears on the label that we will send to your email in response to your request). Remember that the transport costs of your shipment (if you request a return and refund of your order) will be deducted from the amount of your refund (6.00€ for mainland Spain and the Balearic Islands). For theCanary Islands, Ceuta and Melilla the costs will be similar to those you paid when placing your order, if you received them in one of these destinations. You will be informed by mail of the exact amount.
3. We will respond to your request by email, in which we will attach a shipping label so that you can complete the transaction by one of the above methods. This label will contain our destination address and the sender address you have provided.
4. PREPARE YOUR RETURN OR EXCHANGE Pack the items you wish to return or exchange in their original packaging or one of similar size and capacity. The products must be in perfect condition and it is essential that you enclose the receipt you received with your order.
5. DELIVERY TO THE CARRIER Hand over the closed and correctly packed package to the carrir.
You must send us the product in perfect condition, unused and in its original packaging, including guarantees, labels and instructions for use.
It is very important that you return the product(s) to us perfectly packaged. If the products are damaged due to improper packaging, we will not accept the return.
6. REFUND If you have requested a refund of the product, once we receive the goods in our warehouse and check that all the above conditions are met, Key materials, s.l. will accept the return of the product and will proceed to refund the amount in accordance with the method of payment made:
a. If you paid by credit card or paypal, the amount will be credited to the same credit card or paypal account.
b. If you paid by bank transfer, we will ask you for an account number to send the refund to.
An email will be sent to you once your refund has been processed. Please note that the crediting of your credit card always depends on your bank and may take a few days.
7. PRODUCT OR SIZE CHANGE,
If you return your product for a change of size, we will send you the new product with the requested size free of charge to the delivery address you provide us with, as long as the address is in the same country your original order was sent to.
If you return the product and you wish to exchange it for another one, in the event that the amount of the new product is less than the amount of your initial order, we will refund you the difference by the same payment method you used to pay for your initial order, and we will send your new product free of charge, as long as we send it to the same address or to another address in the same country.
If the amount of the new product chosen is higher than the amount of your initial order, we will inform you so that you can make the payment by the method you prefer. In any case, we will send you the new product ordered to the delivery address you provide us with free of charge, as long as we send it to the same address or to another address in the same country.
In all cases, for a products being exchanged for a different product or size, the shipping costs from the customer’s house to our warehouse, will be paid for by the customer. If you have used our means of transport, the amount will be discounted or invoiced as appropriate.
NOTE For underwear, due to hygiene, we do not accept returns, unless the product is faulty, which we must verify before proceeding with the return.
NOTE Key materials, s.l. reserves the right to refund the amount of your order if it is not possible to ship or deliver the goods in the terms mentioned above.
NOTE Key materials, s.l. cannot guarantee the exchange of products for a different size or for other similar products, such exchanges being subject to stock availability at the time you wish to make the exchange. If we are unable to make an exchange of a requested product, we will refund the amount of your product.
If you have any questions, please contact us, fill in the form, or call us on +34 944 306 289 from Monday to Friday from 9am to 1pm - from 3pm to 7pm (GMT+1).
RIGHT OF WITHDRAWAL
The buyer has the right to withdraw from their purchase within 14 days of receipt of the order provided that it is communicated within that period, the product is in perfect condition, unused and in its original packaging, including warranties, labels and instructions for use. You can do so directly by the means of contact published on our website or by attaching the following withdrawal formto your email, duly completed.
The cost of return shipping is at the customer's expense, but if your original order had shipping costs, they will be refunded.