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refund policy

Delivery failed

The consumer must send the SELLER, on the same day of delivery or at the latest on the first business day after delivery, any type of claim due to a delivery error and/or non-conformity of the goods in kind or quality, with respect to the information provided in the order form.
After this period, any claim will be denied. The presentation of this claim before the SELLER may be addressed to the ADDRESS OF THE SELLER.
Any claim made according to the rules mentioned above and after the indicated deadlines, will not be considered and THE SELLER will not be responsible with respect to consumers.
In case of delivery error or exchange, any product for exchange or refund must be returned to the SELLER with all the elements of the order and in its original packaging, in perfect condition, to the SELLER'S ADDRESS.
The shipping costs will be borne by the SELLER, unless it is shown that the product does not correspond to the original declaration made by the consumer, so that the change is made correctly.
Return period
The withdrawal period that the Law grants to the Client in the case of purchase of goods is seven (14) calendar days from the date of receipt of your order. During this period, the Customer can return, at his own expense, without any penalty, the Product(s) that do not suit him.
In this case, the Customer can choose between the reimbursement of the amount paid, in exchange for the return of the Product(s), and the exchange of the Product(s) ordered. It is understood that the returned Product or Products, at the Customer's expense, must be in good condition; just as they were delivered by THE SELLER.
Sensitive products (for example, nylon, lines, threads) must not be opened and their reels open, in order for the consumer to exercise the right of withdrawal.
Only the prices of the purchased product or products will be taken into account, with the reservation that the products are returned complete in their original packaging and in a state similar to their original state. No return will be accepted if you have not previously contacted our services by E-mail and obtained a Return number. Any package sent without a Return number (DMA – Return of Authorized Material) will be rejected. In the absence of this agreement, THE SELLER will reject the receipt of any product with an incomplete return or without a DMA number. In any case, the costs and risks of returns are borne by the customer.
Returns will be made to the SELLER'S ADDRESS – The right of return cannot be exercised for: - Items returned incomplete, deteriorated, damaged or dirty by the customer will not be disappointed, or the return price reduced. Once the package is received by our services, the refund will be made.
Summary Delivery time and deliveries with damage:
The delivery time of each item will depend on its availability and this is indicated in the product file. The delivery time also depends on the payment method that you select when placing the order.
From that moment the order will be processed and shipped. In any case, the order must be executed no later than within 30 days from the day following the day on which you made the payment.The delivery period will begin at 4:00 a.m. after the order is placed, except Saturdays, Sundays and holidays
In the event that the product arrives in defective or deteriorated conditions generally derived from transport, it will be exchanged for the same product in perfect condition without any additional charge. In this sense, if you notify us of the incident before 24 hours after receipt of the order or write down on the carrier's delivery note the damage that has been detected in the delivery of your order, for example, wet package, open package or unsealed, damaged package, open plastic, etc., the insurance broker will be directly responsible for the damage caused and the handling of the incident will be shorter.
IMPORTANT: You must inform us within 24 hours after delivery of the product of the deterioration, breakage of the shipment due to causes caused by transport by email to btl@grauvell.com, telephone contact or WhatsApp +34 620 573 006 within this period and also to the transport company used for delivery. Outside this period, the mediator insurance will not be responsible for the damage caused by it. Please inspect the product the same day of delivery to avoid complications in a possible claim.
Shipping and delivery costs
The details of the different shipping costs can be consulted here. Shipping costs are free from 400 Euros, except shipments to the Canary Islands. Changes and returns will be free, as indicated in these General Conditions of Sale
Right of withdrawal or revocation by conformity:
The buyer has 7 business days to revoke the contract without penalty or the need to indicate the reasons as long as the product is in perfect condition, both the same and its packaging, accessories, wrappers and other elements thereof. Once the right to withdrawal or revocation has been made and accepted by our after-sales service department by customer agreement, we will make the return of the sums paid in a maximum period of 72 hours, deducting from the amount the expenses derived from transport and expenses caused by the way payment if any. In the event that the product is without any use, without unsealing, without any type of wear, in general, the right of withdrawal due to lack of conformity will be accepted immediately.
IMPORTANT NOTE: GRAUVELL will not be responsible for the poor condition or breakages derived from the return received in cases of withdrawal, being assumed by the buyer.
*For more information regarding a request for withdrawal or revocation of conformity, please contact us at the following email address from our contact page, we will study all the requests sent.
To send us the product, due to withdrawal or revocation due to lack of conformity, the client must send us the product to the following address:
BTL TERNOMTRANS
C/ Subinyes 25711
Montferrer (Lleida. Spain)
by means of any transport company and making the payment in cash for the transport and the all-risk insurance at your own expense at the same moment of shipment to the chosen transport mediator company.
Return of the purchase amount.
Only in the case of not meeting the delivery deadlines indicated by GRAUVELL.com will we refund the amount plus the expenses incurred, this refund will be made on the same day that the client requests it.We will also pay the purchase money in the event that the reference, Brand of the requested product does not correspond In cases related to withdrawal or revocation, the sums paid will be returned as soon as possible and, in any case, within the maximum period of 30 days from withdrawal.
In defective products, the money will be refunded when the repair and/or replacement of the product has been previously chosen and it continues to be defective.
In other cases of product change for any other reason, we will issue a digital purchase voucher for a period valid for 1 year.
Cancellation of orders.
You can cancel your order within a period of less than 4 hours after placing the order. We have a questionnaire for this purpose from the contact page or through a phone call or WhatsApp to +34 620 573 007 attaching your cancellation request in writing from the contact page. Considering that deliveries are in 24 hours, it is important to cancel the order the same day and within 4 hours after the order is issued in order not to cause canceled shipments due to cost and expenses.
If your order has been canceled within the established period on the same day within 4 hours after the order request and paid by credit card or transfer, we will resolve the refund of the amount of your purchase immediately on the same day, without any penalty.
If you cancel your order after the established deadline and if the product has been sent, we must request the return to the carrier and wait for its return to the warehouse before refunding the amount of your purchase, discounting the transport costs if there would be.
We will handle with good judgment all cases that occur for any reason or lack of understanding between consumer and seller, with good sense and understanding any complication in the commercial transaction will be resolved.
GRAUVELL reserves the option of reimbursing all or part of the purchase amount in the event that the customer cancels an order after 24 hours after making the purchase payment, only in the event that items are requested under order that are demanded especially for a client, GRAUVELL will deduct the expenses caused by the request of an item not available in our permanent warehouse, deducting 10% from the amount to be returned as expenses incurred.
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