Returns & Exchanges
If you need a size change or return, don't worry, it's very easy and we are here to help you.
STEPS TO FOLLOW
1. Send us an email to firstname.lastname@example.org making sure to give us your order number and explaining how we can help you.
2. Remember that your items must be in the same state in which they were sent to you, they must keep all the labels attached to the garment and they must not have been used or washed.
3. Paste the return label that we will send you via email. Assuring them that the information and the barcode is readable.
4. Deposit your package at any post office of your choice. You can find your nearest office at www.correos.es
5. Once your package is received and processed in our warehouse, we will proceed as you have indicated in step 1.
What is the term for the return?
If for any reason you are not satisfied with your order, you can exercise your right of withdrawal, you have a period of 14 calendar days from the date of receipt to return it.
The withdrawal period will expire 14 calendar days from the day that you or a third party indicated by you, other than the carrier, acquires material possession of the goods or in the event that the goods that make up your order are delivered separately, to the 14 calendar days from the day that you or a third party indicated by you, other than the carrier, acquired material possession of the last of those goods.
How is a return made?
To exercise the right of withdrawal, the first step is to contact us via email email@example.com informing us of your decision to withdraw from the purchase through an unequivocal statement. That is, briefly and clearly explaining your decision to return your purchase.
For purchases made within the national territory (Peninsula only) once you have communicated your desire to return the product, you will receive a label from AAIN ACTIVE with which you must deposit your package at a Post Office of your choice.
If your purchase has been made in the modality of shipping costs included (only Peninsula and purchases over €100) your return will be free. Only one free return per order is allowed, either for part of the order or for the entire order.
For purchases not included in the modality of shipping costs included, you must assume the direct cost of returning the goods, an amount that will be deducted at the time of the return of the amount previously paid.
Or if you prefer, you can make the return with a different transport company of your choice, we will provide you with the shipping address to our offices and you will have 14 calendar days to receive the merchandise at our facilities. In this case, you must assume the direct cost of returning the goods.
For International purchases, that is, made outside the national territory (and outside the Peninsula) we will provide you with the address to which you must return the merchandise and all expenses derived from said return will always be at the expense and responsibility of the customer, and You will have a period of 14 calendar days for the merchandise to be received at our facilities.
The products must be sent in the same conditions that they were delivered and with their original packaging. All garments must be attached in the same way in which they were sent, all their original labels and under no circumstances must they have been washed or used. It is important that the products are perfectly packed, with their original packaging and together with a copy of the delivery note.
Once the items have been received and verified that the above conditions are met, we will proceed to refund the amount.
You will receive the refund of the amount in the same support in which you made the payment and within a period of 14 calendar days from the receipt of the returned merchandise. Shipping costs will be deducted (if applicable) directly from the refund amount.
For purchases made outside of the shipping costs included modality, said costs will be deducted from the amount of the refund.
The shipping costs for the return of the product to our offices are borne by the client except for those purchases that exceed the minimum value established in the modality of shipping costs included or if the product is defective, or by mistake, The wrong item arrives, in which case we assume the cost of the collection and/or return.
In any case for reasons of hygiene and safety in intimate garments such as panties , thongs, knickers, briefs, boxers of men, bathing suits, stockings and/or accessories NO EXCHANGES OR RETURNS ARE ALLOWED .
If for any reason you are not satisfied with your order and want to request a size change, you can request the change in the "Orders" section of the "My Account" section within 14 days from the shipping confirmation, and select the size for which you want to change the first product purchased, as long as it is the same product, you can also send us an email to firstname.lastname@example.org requesting your change.
AAIN ACTIVE will only make the change of size free of charge for those orders made in the modality of shipping costs included (only Peninsula and purchases over €100), and a single change of size per order. If the client requests any additional change, the cost of the same will always be borne by the client.
Once the size change is requested:
You will receive a label from AAIN ACTIVE with which you must deposit your package at a Post Office of your choice.
Once your garment has been received and verified, we will proceed to send you the new size (depending on stock availability) requested by POST to your address.
You must deliver the product without undue delay and, in any case, within a maximum period of 14 calendar days from the Change Request on the website or through our email email@example.com
If at the time of receiving your return, your new requested size is not available in our warehouse, we will automatically proceed to refund the amount paid.
For purchases made outside the national territory (and outside the Peninsula) all return and shipping charges caused by the size change will be borne by the customer.
Returns of defective products
In cases where it is considered that at the time of delivery the product does not conform to what is stipulated according to the photographs and description of the product on our website, you should contact us immediately through our e-mail firstname.lastname@example.org informing us of the defect in the garment and attaching photographs of said defect. The product will be picked up by a courier sent to your home*.
*This option is subject to the availability of the transport company at the time. In any case, the garments can always be deposited at a Post Office.
We will proceed to carefully examine the returned product and we will notify you by e-mail within a reasonable period of time if the refund or replacement of the same (if applicable). The refund or replacement of the item will be made as soon as possible and, in any case, within 14 days from the date on which we send you an email confirming that the refund or replacement of the nonconforming item is appropriate.
The amounts paid for those products that are returned due to a defect or defect, when it really exists, will be fully reimbursed, including the delivery costs incurred to deliver the item. The return will be made in the same means of payment that was used to pay for the purchase.
In any case, the rights recognized by current legislation are protected.
It is understood that the products are in accordance with the customer, provided that they conform to the description made by us and possess the qualities that we have presented on this web page, are suitable for the uses to which products of the same type are ordinarily intended and present the usual quality and benefits of a product of the same type that are reasonably expected. In this sense, if any of the products does not comply with the contract, you must notify us through our e-mail email@example.com
The products we sell, especially handicraft products, can often present the characteristics of the natural materials used in their manufacture. These characteristics, such as variation in sales, in texture, in knots and in color, will not be considered defects or defects. On the opposite, it will count with your presence and appreciate it. We only select the highest quality products, but natural characteristics are unavoidable and must be accepted as part of the individual appearance of the product.
Liability and Exemption from Liability
Except as otherwise expressly provided in these Conditions, our liability in relation to any product purchased on our website will be strictly limited to the purchase price of said product.
However, and unless otherwise provided by law, we will not accept any responsibility for the following losses, regardless of their origin:
- loss of income or sales.
- business loss.
- loss of profits or loss of contracts.
- loss of anticipated savings.
- data loss.
- loss of management time or office hours.
Due to the open nature of this website and the possibility of errors in the storage and transmission of digital information, we do not guarantee the accuracy and security of information transmitted or obtained through this website unless otherwise stated. expressly otherwise in it.