How to initiate a return or exchange?

If you need to return or exchange a product, follow these steps to manage the process:

Steps to initiate a return or exchange

Contact customer service

Complete this contact form and include the following information:

• Order number.
• Affected item.
• Reason for the return or exchange (defect, withdrawal, etc.).
• Photographs of the product, including:
  • Details of the defect (if applicable).
  • Condition of the product's packaging.

Wait for confirmation

Our team will review your request and contact you within a maximum of 72 working hours with further instructions.

Preparing the product for collection

• Ensure that the product is disassembled and in its original packaging or in similar packaging that allows for safe transport.
• Provide a date range and a 4-hour time slot available for coordinating the collection with the courier.

Important note

• If the product is returned due to a defect or damage, photographic records are mandatory to validate the case.
• In case of withdrawal, photos are necessary to verify the product's condition before processing the return.