Returns Policy

RETURNS POLICY

 

WHEN AND WHY CAN AN ITEM BE RETURNED

You can initiate a return process in one of the following situations:

 

The item suffered damage during shipping

You should notify us of any breach or defect due to shipping by contacting our customer service, either by telephone or in writing through our contact form on the page. We remind you that you must send us this information within the stipulated deadline (seven calendar days after receipt of the order).

You should follow the instructions for return shipping as directed by our customer support team.

Please, do not forget that it is mandatory to report any damage or incidence on the product always within the first three days of receiving it so that it is possible to process this type of return for incidents during the transport.

 

The item received does not match what you expected and you decide to return it (cancellation)

You have 14 days from the receipt of your order to return it. As described above, it is essential that you contact us by phone or in writing using the contact form on our website to begin the return process.

You should follow the instructions for return shipping as directed by our customer service team.

In case our after-sales service detects that the returned item has signs of wear due to incorrect or excessive handling, such a return will not be accepted and, if accepted, a percentage will always be discounted to the original value of the product, which will not be refunded in total for the amount indicated on the order invoice.

In case of wear or deterioration of the product for reasons that are not exclusively of its usage to make a decision on its final acquisition, TIMESTEEL may agree with the customer the corresponding compensation, proportional to the deterioration.

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

 

The product is defective, and it is within 14 days from receipt of the order (cancellation)

If you detect a defect in the operation of the equipment within the first 14 days of receipt of the order, you may return it.

As described above, it is essential that you contact us by phone or in writing through the contact form on the page to begin the return process.

You should follow the instructions for return shipping as directed by our customer support team.

In case our after-sales service detects that the returned item has signs of wear due to incorrect or excessive handling, such a return will not be accepted and, if accepted, a percentage will always be discounted to the original value of the product, which will not be refunded in total for the amount indicated on the order invoice.

In case of wear or deterioration of the product for reasons that are not exclusively of its usage to make a decision on its final acquisition, TIMESTEEL may agree with the customer the corresponding compensation, proportional to the deterioration.

 

ORDER CANCELLATION AND RETURNS MANAGEMENT

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

 

Procedure for sending articles when there is a return

In order to comply with all the deadline requirements and the methods explained above for the return of your order, you must observe the following steps:

1) Contact our customer support through the contact form on our website or by telephone to communicate your decision to return the product and request your return number (RMA number);

2) Follow the instructions to send the return as indicated by our customer support, sending through the transportation company that we indicate and to the address that we facilitate for that purpose.

 

Requirements for returning an order

To be able to return a product, verify that it complies with all required requirements:

– Be within the established deadline. Maximum of 14 days from the reception of your order;

– Contact our customer support to communicate your decision, being assigned an RMA number to the return process;

– The item is shipped with all original packaging;

– The item is in perfect condition;

– The item is sent with all the documentation as in the moment of the reception;

– The item is returned with the original return form duly completed (with its corresponding RMA number);

– The product is perfectly packed to avoid any incidents or damages during transportation.

For any doubt about the correct shipment of the products, consult our customer support, where we will solve all your queries.

 

Canceling an order

You can only cancel an order when it has not yet been processed and invoiced.

To cancel an order you must contact our customer service by email, indicating the order number in question.

If the payment has already been made and confirmed by our services, please also provide your payment details so that the amount paid can be returned.

This management has to be processed in writing and through email.