Returns policy

Assumptions for the return of an order:

Damaged in transport:
If upon receiving the goods, the customer observes that the package shows symptoms of having received a blow during transport, it should:     
    -   Reject the shipment indicating the incidence on the delivery note of the carrier is making the delivery.
    -   Call to the transport agency to notify them.
    -   Notify to SuenaDirect during the following 24 hours through our Customer Service section> Returns, filling out the form and checking the box corresponding to "Damaged in transport".

After 24 hours of receiving the order, the products will be considered as compliant and accepted by the customer without any possible claim.

Malfunction:

Once the order is received, the customer must open it and check that the produts apparently does not present any defect or operation anomaly, in which case, it must notify it during the following 72 hours through our Customer Service section> Returns and request its return, checking the box corresponding to "Malfunction."

Right of withdrawal:

The customer has the right to cancel the purchase within a period of 14 calendar days without the need for justification.
The withdrawal period will expire after 14 calendar days from the moment of receipt of the goods.
To exercise the right of withdrawal, the customer must notify through our section of Customer Service> Returns, indicating in the subject "Right of withdrawal".

Wrong product:
If the customer receives a different product than the one ordered, they must notify it during the following 72 hours through our Customer Service section> Returns and request their return by checking the box corresponding to "Received Wrong Item".

In order to proceed with the return of a product, the following requirements must be met:


- Be within the established period of 14 calendar days from the receipt of the order.
- The serial number of the product must correspond to the serial number of the product that was supplied to the customer by SuenaDirect.
- The customer must return the product perfectly packed to avoid damage and incidents in the transport of the return of the product.
- The product must be in perfect condition, with its original packaging, its accessories included and the documentation with which it received them.
- In case of not receiving the products in its original packaging the return of the product will be rejected.
- In case the product presents a wear or deterioration, the return of the product will be rejected. However, SuenaDirect reserves the right to offer to the customer a repurchase offer for the depreciated returned product.

Conditions:

 - All transport and management expenses are borne by the customer.

 - SuenaDirect will reimburse the customer using the same means of payment used by the customer for the initial transaction.
 - SuenaDirect will reimburse the customer once the product has been received and it has been checked and checked for its perfect condition.
 - In cases where our after-sales department detects that the returned product has been tampered with by the customer, the product will lose the guarantee and therefore its return will not be accepted.
 - In the case where the client decides in time, to change the purchased product for another of lower price, in no case will the difference be refunded, leaving this amount in the user's account in the form of a coupon. This coupon may be used without an expiration date in future purchases.

Exceptions:

 - Software products that have been supplied by means of the delivery of a numerical license activation code or by means of electronic files supplied by electronic means capable of being downloaded or reproduced with immediate effect for their permanent use.
- Items whose price is not available on-line and have been ordered and / or manufactured specifically for the customer
- Articles made according to the consumer's specifications.
- Unsealed and opened products
- For hygienic reasons all those products that require direct contact with some parts of the body (such as headphones, anti-popping filters, merchandising clothes, etc.) whose packaging has been unsealed or opened.
- Consumable products that due to their nature can not be returned, deteriorate or expire quickly.

The right of withdrawal NOT PROCEED when dealing with clients that are not consider as users and / or that act within a enviroment of business or professional activity.

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