Refund policy

An extract from our Terms of Sale, where you can read them in full.

9. RETURNS AND WITHDRAWAL POLICY

As the regulations provide, the consumer and user shall have the right to WITHDRAW from the contract within a maximum period of 14 calendar days without having to give a reason and without incurring any cost, other than those set out in art. 107.2 and 108 of Royal Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users.

PRODUCTS

The customer shall have a maximum period of 14 calendar days from the day the requested good or product is received to inform CORTELL of their wish to withdraw from the contract.

Withdrawal means that CORTELL will proceed to refund the amount already paid by the customer within a maximum period of 14 calendar days, using the same method chosen by the customer for payment.

During this period, the consumer shall notify the trader of their decision to withdraw from the contract by filling in the form found at the end of this document and sending it to CORTELL's email address.

CORTELL will provide the consumer on a durable medium with an acknowledgement of receipt of that withdrawal.

In order to return a product it is essential that it is in perfect condition and with its corresponding original packaging, with all its accessories and unused.

Once we receive your request we will contact the customer to give them the details of the return.

The customer shall bear the cost of returning the goods.

NOTES

Offering the highest quality and the best guarantee is our commitment to our customers. If for any reason you are not satisfied with your order, you have 14 working days, counting from the date the order was delivered, to return it. The shipping and collection costs in the event of a return shall be borne by the customer. To make that return, the product must be in perfect condition: THE PRODUCT MUST BE RETURNED JUST AS IT WAS DELIVERED, THAT IS, UNUSED. No item that does not reach us in perfect condition will be refunded

and with its packaging in optimum condition. To make your return, first send us an email explaining the reasons to: info@cortellbrand.com. Once the goods have been received at our warehouse, and after checking their condition, the amount will be refunded in accordance with the payment method used by the customer.

2nd IN THE EVENT OF A DEFECT OR SHIPPING ERROR.

CORTELL will accept the return of defective or incorrect products, with CORTELL bearing the shipping costs. Once they reach our premises we will check whether the defect or shipping error is real, sending where applicable the replacement item at no charge.

To make your claim and/or return, contact us by email at info@cortellbrand.com or by writing to:

CORTELL

GRUPO GLOBA DG S.L.

Pasaje Dr. Bartual Moret nº 5 – Entlo. D

46010, Valencia, VALENCIA.

ESB54128475

stating the reasons for that claim and/or return of the product.

Cancelling purchases:

Users may cancel the purchase process provided that it has not been fully processed and has not left our warehouse. So that the customer can be sure of that cancellation, it is advisable to call +34 963381717 and speak to our Customer Service team.

If the order was shipped before your call, it will be treated as a return.

All shipments must be sent through any transport or postal agency carriage paid; otherwise they will be returned, except for those arising from manufacturing problems.

Delivery time varies depending on your geographical location or that of the destination of your purchase. The maximum delivery time is 15 working days (except holiday periods or public holidays); should it be delayed, for any reason, you would be informed by email or telephone.

Once your order leaves our premises, we will send you an email letting you know it has been dispatched.

10. GUARANTEE

Products purchased through www.cortellbrand.com enjoy a guarantee period of 2 years from the time of purchase, covering possible manufacturing defects in the product, as well as any breakdown occurring during that period.

All our products carry the manufacturer's original guarantee. CORTELL guarantees its products, on the terms legally established, for a period of 2 years from the date of delivery.

Consumable products are excluded from the guarantees, as are faults caused by improper use or handling, connection to a mains supply other than the one indicated, incorrect installation or defects arising from any external cause.

For durable products, the consumer shall have the right to proper technical service and to the availability of spare parts for a minimum of 5 years from the date the product ceases to be manufactured, and the price of the spare parts may not be increased when they are used in repairs.

To find out the steps to follow in the event of problems or breakdowns in a product, you may contact:

  • CORTELL's Customer Service team on the telephone number 963381717.

To avoid problems with the installation or handling of the product purchased, make sure you have followed the installation and operating instructions contained in the user manuals.

If, even so, the product purchased does not work correctly you must immediately contact the manufacturer's customer service and technical assistance teams, or where applicable those of the representative or distributor.

Technical services will usually require you to provide the following details:

  • Invoice number.

  • Identification of the specific model.

  • Serial number.

NOTES

Faults caused by misuse, negligence, improper treatment or handling are excluded from the guarantee. Where use of the guarantee is justified, the item will be replaced, or a price reduction or refund given, on the terms legally established. The guarantee will lose its value in cases where: the purchase invoice is modified, altered or replaced; the guaranteed product is tampered with or repaired; or the purchase invoice is missing. To make use of the guarantee, the purchase invoice must be produced. To obtain confirmation of the guarantee, contact CORTELL, either by email writing to info@cortellbrand.com or by calling +34 963381717.