Delivery, Exchange and Return Policy

Due to the atypical situation in which we find ourselves as a result of COVID-19, please check our FAQs to be informed about the current status of our services.

1.- Returns due to manufacturing defects

The consumer and user can return to STEELO, without any cost, any product that is defective or that does not conform to the description made during a period of two (2) months from the date in which the product was received. Taking into account the nature of the acquired products, the consumer and user will have a term of two (2) months since he/she knew about the lack of conformity of the product to communicate it to STEELO through the contact channel enabled to that effect, indicating the defective product or products, attaching pictures and other tests that demonstrate the defects or lack of conformity of the products, as well as a detailed list of the appreciated defects, the purchase order and any other additional documentation that allows to identify the purchase made by the consumer and user. Once STEELO has received the communication from the consumer and user and has analyzed the incidence through its Quality Department, it will inform him/her as soon as possible if the return of the product proceeds or not, attending objectively to the nature of the product or the nature of the supposed lack of conformity or defect. In case the return is applicable, STEELO will indicate to the consumer and user the form in which to send the defective product to its stores. The address will be the following:

C/ Travessera de les Corts 340, 08029, Barcelona, Spain.

Nevertheless, STEELO will not, in any case, be responsible for the products that are returned without having proceeded by the consumer and user according to the process detailed above.

Each product to be returned must be unused or, in case the defect is appreciated after a normal and daily use, in the best possible state, and must be returned together with all its labels, packaging and -if necessary-, documentation and original accessory elements that came with it. If the consumer and user does not proceed in this way, STEELO and, in particular, its Quality Department, will have to evaluate objectively the incidence determining if the product is defective according to its nature and to the nature of the supposed lack of conformity or defect. STEELO informs the consumer and user that, taking into account the characteristics of the products, generally its repair will not be able to be carried out because it would be unreasonable. In the case that due to the characteristics of the specific product and the defect it would be possible to repair it, the consumer and user will be expressly informed of this circumstance, giving him/her the possibility of choosing between the replacement or the repair. In line with the above, the consumer and user may replace the defective product with another of identical characteristics, without incurring any cost in replacing the product. If it is not possible to replace the defective product with another of identical characteristics, the consumer will be offered the possibility of choosing a new, similar model. The delivery of the product of identical characteristics or of the new model that the consumer and user choose, as appropriate, will be made in the three (3) to five (5) working days following the date in which STEELO confirms to the consumer and user the substitution of the defective product or the shipment of the new model. In case the repair of the product could not be carried out and the substitution of the product was not in accordance with the contract, the consumer and user may choose to terminate the contract. STEELO informs the consumers and users that the term of the refund of the amounts paid will depend on the method of payment that the consumer and user would have used at the moment of buying the product:

If the consumer and user has paid by credit/debit card, STEELO will return the amount paid within fourteen (14) calendar days since the consumer and user decided to terminate the contract.

If the consumer and user has made the payment through PayPal, STEELO will return the amount paid within a period of twenty-four (24) – forty-eight (48) working hours since the consumer and user decided to terminate the contract.

2.- Right of withdrawal.

The consumer and user will have the right to withdraw from the order placed remotely without giving any reason, for a period of fourteen (14) calendar days from the correct reception of the product. The consumer and user may send the entire order or, if preferred, may send any of the products that make up the total order and, all without penalty and without having to indicate the reasons. The consumer and user will have to take charge of the direct cost of the return to STEELO, as much if he/she returns the order completely as if he/she decides to return only some of the products of the order. In order to formalize the return, the consumer must contact STEELO at the following address www.steelo.store/contacto. Once this communication is received, STEELO will indicate the way of sending the order to its offices or warehouses. The consumer and user will have to send the product to the following offices/warehouses of STEELO:

C/ Travessera de les Corts, 340 2o 3a 08029, Barcelona, Spain. STEELO is not responsible for the courier company that the consumer and user hires for the return of the order. In this sense, STEELO recommends the consumer and user to demand the courier company to provide him/her with the proof of delivery once the courier has deposited the product in the offices of STEELO, so that the consumer and user has evidence that the product has been correctly delivered to STEELO. STEELO is not responsible for the address where the consumer and user sends the order for its return if this one is different from the indicated ones. STEELO will be able to request the consumer and user the shipment of this proof of delivery to the effects of verifying the same one.

The expenses of the return of the order (as, for example, expenses of shipment through courier companies) will be assumed directly by the consumer and user. The product must be in perfect condition and with all its labels, packaging and -if applicable-, documentation and original accessory elements that came with it. If the consumer and user does not proceed in this way or if the product has suffered any damage, the consumer and user accepts that the product may suffer a depreciation or that STEELO may reject the exercise of the right of withdrawal by the consumer and user. Once STEELO verifies that the order is in optimal conditions, STEELO will proceed to return the totality of the amounts paid by the consumer and user. If the consumer and user decides to return the order completely, STEELO will return to the consumer and user the totality of the amounts that the consumer and user had paid (including the expenses of shipment relative to the delivery of STEELO to the consumer and user). If the consumer and user only wanted to return one or some of the products that were part of the order, STEELO will not be able to return the shipping costs that the consumer and user has paid for the totality of the order. STEELO informs to the consumers and users that the term of the refund of the amounts paid will depend on the method of payment that the consumer and user had used at the moment of buying the product:

  • The User has made the payment by credit/debit card, STEELO will return the amount paid within a period of fourteen (14) calendar days since the consumer and user decided to terminate the contract.
  • If the consumer and user has made the payment through PAYPAL, STEELO will return the amount paid in a period of twenty-four (24) and 48 (48) working hours since the consumer and user decided to terminate the contract. In any case, STEELO will return the amounts paid as soon as possible and, in any case, within the fourteen (14) calendar days following the date in which the consumer and user have informed of their decision to withdraw from the contract.

In the case of promotions applicable to the purchase of separate items that include the addition of an additional product, being by way of example, but not limited to, 2×1, 3×1 promotions or any other that involves the delivery of an extra product for free or at a reduced price, if the consumer and user decide to apply their right of withdrawal on their purchase, this right will have effects on all products provided as part of the promotion.

3.- Product Exchange Policy.

STEELO does not admit the change between a product bought by the consumer and user for another product that is offered in the Web Site. In case that the consumer and user wants to make the change in a product, he/she will have to exercise his/her right of withdrawal on it according to the established in clause 2 and buy later the new product that he/she wants.