Returns and exchanges
__
Returns and exchanges policy
Made-to-measure or customized items are excluded from this policy.
If you are not satisfied after receiving your order, you have a period of 30 days from the date of receipt to return or exchange the item(s). In order to return or exchange an order, you must check that it meets the following criteria:
The product must not have been used. The product must be returned in the condition in which it was sent, in the original packaging where possible. If the original packaging is not available, it should be replaced with packaging of a similar size and capacity.
When sending items for return or exchange the products should be preferably packaged in their original box, and sent to us according to ours indications . You will have to bear the direct cost of returning these goods. If there were gifts or samples, they must be returned, otherwise tQel reserves the right to deduct it from the amount to be returned.
In any case, please, contact us at hello@tqel.es indicating your order number, the products you want to return and the reasons why you wish to return them.
When there is a partial return of an order that had free shipping, and the items that the customer keeps do not exceed the amount established for our free shipping, tQel reserves the right to deduct the uncollected shipping costs from the refund of the returned items.
In sales or special promotions, with cumulative discounts by units or packs, when the partial return of the order occurs, the price will be adjusted and the corresponding discount will be applied to the products not returned, amount that will be deducted from the amount to be returned.
Exchange (size/product) procedure
Log in to your private section, go to the order section, and select the order detail of the order you wish to do an exchange. Once in the order detail, you can click on the request refund/exchange button, and a pop up will open for you to fill in.
Select the item(s) and the number of units of each one that you need to exchange , fill in the rest of the fields and click on send.
You will receive an email confirming that we have received your request and within 24-48 hours we will reply by email, so you know the next steps to take.
The shipment of the product to our facilities must be done by you, by the means you prefer, or even if you want you can come and leave it in our showroom.
Exchange if you have purchased as a guest
You can access the returns/exchanges section either from the footer of the website where it says guest returns, or from here, and follow the steps.
Whenever you want to check the status of your return you can do it from the same site.
Shipment of the new size or product:
Once we receive your package, we will send you an email informing you that we have received it and as soon as the new product leaves our facilities we will inform you as well. This shipment has no cost for you, we assume the cost of the second shipment.
The size change is subject to the availability of the item; if we do not have the requested size in stock, we will offer you solutions.
Return procedure
Log in to your private section, go to the order section, and select the order detail of the order you wish to return. Once in the order detail, you can click on the request refund button, and a pop up will open for you to fill in.
Select the item(s) and the number of units of each one that you need to return, fill in the rest of the fields and click on send.
You will receive an email confirming that we have received your request and within 24-48 hours we will reply by email, so you know the next steps to take.
The shipment of the product to our facilities must be done by you, by the means you prefer, or even if you want you can come and leave it in our showroom, but you must wait for us to answer you with the instructions.
Returns if you have purchased as a guest
You can access the returns section either from the footer of the website where it says guest returns, or from here, and follow the steps.
Whenever you want to check the status of your return you can do it from the same site.
Refund
Once your item arrives at our warehouse, the Customer Service department will be in contact with you to confirm the refund. Refunds take approximately 7 days. Please note this may take longer at Christmas or during the sales.
Right of withdrawal information
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period will expire fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
You can exercise your right of withdrawal by informing us with an unequivocal statement (e.g. a letter sent by post, fax or e-mail) about your decision to withdraw from this contract, or – if you wish to return the goods before the withdrawal period expires – return the goods to us.
The withdrawal declaration or returns of goods are to be addressed to:
KHORE GLOBAL CONSULTING S.L.
Avda de Ramón y Cajal 111, 3ºC,
CP 28043, Madrid, Spain
Or by mail to hello@tqel.es
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
You may use the following model of withdrawal form, although its use is not obligatory
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than, 14 days from the day on which we are informed about your decision to withdraw from this contract or that we received the goods you returned. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us.. The deadline is met if you send back the goods before the period of 14 days has expired. We will bear the cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exclusion from the right of withdrawal
The right of withdrawal does not apply in the case of contracts for delivery of goods that were not prefabricated and which were produced according to your own individual selection or specifications or which were clearly made according to the consumer’s personal requirements.
Order Cancellations
You can cancel your order without giving any reason before shipping your order to you. You must inform us hello@tqel.es of your decision to cancel your order.
For additional information on the scope, content and instructions for the exercise, please contact us at hello@tqel.es
After-sales service and guaranty
tQel has an after-sales service to help solve any problem related to our Products or deliveries, offering customers a fast and efficient response, via e-mail hello@tqel.es Or by phone +34644433310
Our Products are guaranteed against manufacturing defects for 2 years, starting as from the day of purchase.
Complaints
This web site operates under Spanish legislation, the parties submit, at their option, renouncing any other jurisdiction and to resolve conflicts at the courts of Madrid, and Spain.
To submit claims under the use of our services, you can address us through our e-mail hello@tqel.es always appealing, in the first instance to an amicable solution.