How to Return a product?
You have 30 days from the order date to make a return. You can return the product you do not want as long as it is in perfect condition, without traces of hair, odours, dirt or signs of use.
Send the product you want to return to our office with any carrier you prefer. Within the package you need to add the product clean and in perfect conditions, the invoice or a note with your full name and order reference. The shipping address is:
Eduard Marquina 15-17
1. The product must be returned in perfect condition, without traces of hair, odours, dirt or signs of use. In the event that the product received is not in perfect condition, a discount of between 0% and 50% of the amount to be returned may be made.
2. While filling out the customs declaration (CN22 and / or CN23), please mark "Returned Goods - Failed sale". We kindly ask you to follow carefully the return procedure provided. If a return does not comply with it, giving raise to customs duties, the parcel will be refused and therefore will be held in Customs or sent back to the customer. (Please kindly note that any customs duty, tax or additional cost will be charged to the sender).
If you have made the payment of your order by transfer or cash on delivery, we will need your IBAN and SWIFT / BIC account to make the payment.
From the moment you make the return until we receive it, a few days may pass due to the postal management or the logistics company. Once we receive the returned product and verified that it is in perfect condition we will send you an email and we will proceed to refund the amount of the product within 5 to 7 days.
How to exchange a product?
If you want to make an exchange, you will have to place your order again with the size or product you need and return the product that you don't need.
For the return you have to follow the steps indicated above in "How to return an order in Ortocanis?"
We look forward to helping you next time.