Refund policy

RETURN CONDITIONS - Refund policy

 

The following 4 situations can occur:

 

  1. The item I received does not like me and I want to return it

 

You have 7 working days from the reception of your order to notify it through our contact form.

This right is in addition to the guarantee right recognized in the RDL 1/2007 of November 16 on the defense of consumers and users.

The direct cost of the return for the exercise of the right of withdrawal shall not be borne by SHOP.SIRENASYSTEM. We will only accept the products that are in perfect condition, with all their accessories or gifts included in their case, instruction manuals and in their original packaging in perfect condition.

After checking the status of the product, the amount will be returned according to the same payment method used by the customer.

If the product has been unpacked and packed again with the original packaging and a similar one, we will not refund the full value of the product, applying a reduction to the value of the 20% refund.

If the product lacks any type of accessory, manual or gift that it contained at the time of delivery or they suffer any type of damage, more or more, we will apply another reduction to the value of the 30% refund.

 

We advise you to take out an insurance for breakage or loss with the transport that you have chosen since you are the only responsible for the product arriving in perfect conditions to our facilities.

 

  1. The item I received has suffered damage during transportation

 

When the delivery is made by the transport service, you should check that the packaging is in good condition and has no signs of significant damage or damage that may have damaged the contents of its interior.

If you detect a blow that may affect the product, do not accept the delivery, state on the carrier's delivery note the reason why you do not accept it and make a couple of photographs of the blow on the packaging.

In a maximum period of 24 hours you must contact us through our web form to request the shipment of the product again, there you must attach the two photographs taken.

Requests to return the product for damaged or damaged products that have not been previously indicated on the delivery note, will not be accepted.

If you have accepted it thinking that the blow in the box had not damaged the product and later check that the product is defective, you have a maximum period of 48 hours to notify us through this form. Fill it in by hand and send it to us scanned or by taking a photograph that allows you to read it perfectly, together with a minimum of two photographs showing the damages produced in the product through our e-mail order@sirena-system.eu

Photographs should not be just of the blow or damage but the entire product should be displayed.

Once our customer service validates your request will contact you via e-mail providing your authorization number (RMA number), which you must include in the form that you can download here.

In the delivery of the product to our transport do not forget to attach the form in the packing properly filled. Make sure it is fully visible.

From this moment and in a period not exceeding 4 business days we will send our transport to pick up the damaged product while we will proceed to send the product again.

You must deliver the product with the form duly completed as well as with its original packaging (to avoid further damage to its transport). We advise you to take photographs of the state of the packaged product before it is collected, in this way, in the event that it arrives at our warehouse with more damages than those indicated in the form, you could make the logistics company responsible.

The time it will take to send the product back to you will depend on the availability of our warehouse at that moment. We can not guarantee a maximum delivery time because if the product is not available at that moment, it could take longer than usual.

If for any reason we detect that the delivery time exceeds 10 business days our customer service will contact you to communicate.

The transport costs of both the withdrawal of the defective product and the new delivery are borne by Sirena.

 

  1. The product is defective, it does not work well and I am within 14 calendar days from the receipt of the order

 

If you detect a defect in the operation of the product within the first 14 business days from the receipt of the order, you can proceed to its return.

You must contact our customer service through our web form so that we can process your return.

In the form please describe the malfunction you detect and if possible any evidence in digital support (either photographs or video) that accredits it.

When our customer service validates your request will contact you via mail by providing an authorization number (RMA number).

From that moment and in a period not exceeding 7 business days you must send the product to our warehouse for our after-sales service to verify the reported failure.

Once our after-sales service validates it, we will proceed to send the product again.

The time it will take to send the product back to you will depend on the availability of our warehouse at that moment. We can not guarantee a maximum delivery time because if the product is not available at that moment, it could take longer than usual.

If for any reason we detect that the delivery time exceeds 10 business days our customer service will contact you to communicate.

Only the transport costs of the new shipment will be borne by Sirena System.

Important:

  1. Sometimes manipulated and damaged products are returned. In the event that our after-sales service detects that the returned item shows wear due to handling, the return will not be accepted.

We insist, Sirena will not be responsible for returns on products handled by the customer, or those goods that are returned incomplete in both its main elements and accessories.

  1. The collection of returns of the products will take place in the same portal, will not be collected from the floors.

 

  1. The product is defective, it does not work well and I am out of the period of 14 calendar days from the receipt of the order

 

On this occasion we put at your disposal our customer service to consult which are the official technical services closest to your home so you can go to them and process the repair of the product.

Requirements for the return of an order:

To be able to return an order, make sure you meet all the required requirements:

 

  • You are within the established deadline: maximum of fourteen business days from receipt of the order
  • You have contacted our Customer Service to communicate your decision and you have your RMA number
  • The item must go in its original packaging
  • The item must be in perfect condition
  • The article must be sent with all the documentation that included
  • The product must be perfectly packed to avoid incidents or damage in transport. It is essential that you embalm them again with the same packaging they gave you as well as make a couple of photographs to avoid any possible damage after your delivery you should assume it ..