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Shipping:
• Once the purchase is confirmed, we will send your order to your specified address within 24-48 hours, unless the item description specifies another date.
• We work with major transport companies, providing you with the company name, contact phone number, and order number via email or phone so that you can contact them if needed and track the status of your order. If you request an additional delivery service, it will be at your expense and not covered by About Wallace.
• For shipments to Ceuta, Melilla, and the Canary Islands, please consult the conditions by phone.
• If you are not at the address you provided at the time of delivery, the transportation company will contact you to arrange delivery.
• In the case of orders with multiple items, you may receive your order in separate shipments, always aiming for the quickest delivery.
• Outlet products are new but may have damaged packaging or have been assembled and disassembled for various reasons, such as display, product testing, advertising, etc., while being in perfect usable condition without defects.
• In the case of refurbished products or those with any flaws or imperfections, it will be indicated in the description as a clearance product, specifying the specific flaw or imperfection.
Returns:
In accordance with Royal Legislative Decree 1/2007, of November 16, which approves the Revised Text of the General Law for the Defense of Consumers and Users, and with Law 7/1996 on Retail Trade, if for any reason you are not satisfied with your order, you have the right to withdraw from the purchase within a period of 14 days by sending it to our facilities. This means that you can voluntarily return your product within 14 calendar days after receiving it. This right can be exercised for one or more products or for the entire order.
You must notify us by email at incidencias@about-wallace.com, providing your full name and order number. Our incident manager will provide you with the corresponding procedure. It's a simple process. Just send the product to our facilities along with the withdrawal form. No complications, just remember to do it within the 14-day period.
To return the product, you should download the following withdrawal form and fill it out, then attach it to the outside of the product shipping box. We recommend using the same transport agency that delivered the product, although any agency will do. The refund will be made using the same payment method: bank transfer, credit card, etc. Once you see that your product has been received, send us the delivery note along with your bank account number to the email address provided for incidents. There is no need to do anything else. You will receive a bank transfer notice with the refund concept and your order number within a short period (2-3 days).
For the return, please note:
• The customer must return the product in good condition, meaning it should not be incomplete, damaged, or dirty and should be returned with the original instructions and accessories that were originally provided with it.
• It is recommended that the customer returns the product in its original packaging. If you no longer have the original packaging, you can use any other packaging, as long as it is securely sealed to prevent the product from being lost and adequately protected to avoid damage, as any damage may result in a depreciation of the item. In case of damage, once the product is received and inspected, the customer will be informed of the amount of depreciation, which will be retained and deducted from the total refund amount.
• If the customer exercises the right of withdrawal, they will be responsible for the direct return costs of the goods.
What if I receive a product that is not what I ordered?
Don't worry, About Wallace will cover the costs of collection and delivery. We will do it as quickly as possible. Simply contact us at incidencias@about-wallace.com, explain what happened, and we will handle everything.
What if I want to exchange a product?
No problem, it's a similar process to withdrawal. Contact our incident department, discuss it with them, and send us the product. Once we receive it, we will send you the replacement on the same day. Depending on the value, you may need to pay the price difference by bank transfer.
What if I want to cancel a product/order?
You have every right to do so, and it's a simple process similar to withdrawal. You should always send the withdrawal form to incidencias. If the product has already been delivered along with the form, and you haven't accepted it or it hasn't been delivered for any reason, just send us the completed form by email. Be sure to include "Cancellation" and your order number in the subject line, attach the form, and you're done.
What about outlet products?
Are they worth buying? Outlet products are brand new and in perfect condition, without being used. The only difference is that the packaging may be damaged. So, if it's for personal use, they offer great opportunities to save money, but they might not be suitable for gifting.
And what about refurbished products?
Are they worth it? Refurbished products may have some cosmetic imperfections, but these do not affect the product's functionality. Their lower cost reflects these imperfections. They are usually priced at cost or even lower, so if you don't mind the cosmetic imperfections, they are great deals and tend to sell out quickly. However, if you have any doubts, it's best to ask us before making a purchase to clarify any concerns.
Breakages:
In the event that a part arrives in poor condition, we will replace it as soon as possible. When receiving your package, it's important to check that both the packaging and the contents are in good condition. If you notice any issues or anomalies within 24/72 hours after receiving the product, you should report them to the transportation company, claim damages on the product, and notify us of the incident by phone or email at incidencias@about-wallace.com. Otherwise, Wallace cannot be held responsible for any damages.
Warranty:
All products sold from January 1, 2022, onwards are covered by a legal warranty of three years against non-conformity, in accordance with the provisions of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users. For products purchased before that date, the legal warranty period is two years from the time of delivery, and the regulations of the General Law for the Defense of Consumers and Users apply, as it was before the amendments introduced by Royal Decree-Law 7/2021, of April 27.
Deficiencies caused by negligence, impacts, misuse, or improper handling are not covered.
If the purchased product is electric, the batteries are covered by a 1-year warranty. Normal wear and some loss of autonomy due to aging are not considered manufacturing defects, which is typical for batteries in various devices. Therefore, it is not considered a manufacturing defect.
For warranty claims, please contact us by phone or email at incidencias@about-wallace.com
If you need to send your product for inspection, attach the completed document to the outside of the shipping box.