Below is exactly what you can do if an order is not what you hoped for, arrives damaged, or turns out to be faulty. Always tell us about a return first, at retour@xtrona.com, quoting your order number.
1. Fourteen days to change your mind
You have 14 calendar days from the day you receive your order to withdraw from it, without giving a reason. If your order contains several items, the period starts on the day you receive the last one.
Tell us within that period by e-mail to retour@xtrona.com. We send you a confirmation. You then have a further 14 days to send the item back.
The cost of the return shipment is yours. We state that here explicitly so you know before you buy. Delivery to you is free, and that amount is refunded in full if you withdraw. Our returns warehouse is in Spain, so if you live elsewhere a return is an international shipment and costs more than a domestic parcel. Please take that into account before you order.
2. What condition to return it in
You may inspect and try the item as you would in a shop. If you go beyond that, we may deduct the loss in value from your refund.
Return the item complete, with every part, accessory and its original packaging. Pack it well so it does not get damaged on the way back.
3. Refund
We refund you within 14 days of receiving the item back, or of you giving us proof of postage — whichever comes first.
The refund goes back via the same payment method you used, at no cost to you.
4. Visible damage on delivery
Check the parcel when it arrives. If the packaging is visibly damaged, refuse the parcel or have the courier note the damage on the delivery slip.
Report transport damage within 48 hours to retour@xtrona.com, with photos of the outside of the box, the shipping label, the damaged product and the packing slip.
Those 48 hours and those photos are what let us hold the carrier liable. If you report later we will still help you — your statutory rights are untouched — but a claim against the carrier usually becomes impossible.
5. Faulty or not as described
Every item carries the statutory guarantee: three years in Spain and Portugal, two years in Belgium, France and Germany, and in the Netherlands for as long as you can reasonably expect the item to last, with a minimum of two years. The detail is on our warranty page.
Report a fault as soon as you notice it, with photos or a short video. Reporting quickly lets us settle it quickly; you do not lose your rights by reporting later.
We assess every report ourselves and arrange the repair, replacement or refund. You never have to deal with anyone but us.
If the assessment finds no fault and the item works normally, we may pass on the shipping cost of that assessment. We tell you beforehand, so you can still decide.
6. Wrong or incomplete delivery
Did we send the wrong item, or is something missing? That is our mistake. The return is free and we send the right item at our cost.
7. Parcels not collected or refused
If a parcel is not collected and comes back to us, we contact you to arrange a new delivery.
If you choose to cancel at that point, we treat it as a withdrawal: you get your money back, less the cost of the return shipment.
8. Never send anything back unannounced
Always tell us about a return first. That way we match the parcel to your order straight away and your refund comes through sooner.
If a shipment does reach us unannounced, we work out which order it belongs to ourselves. It takes longer, but your withdrawal still stands.
Send your return to: Calle Alberique 40, 03202 Elche, Alicante, Spain. Register your return first, so we know your parcel is on its way.
9. Model withdrawal form
You may use the wording below, but you do not have to — a plain e-mail is enough.
To Xtrona, Luxemburgstraat 20, 9140 Temse, Belgium — retour@xtrona.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Date:
10. Complaints and disputes
Cannot work it out with us? You can go free of charge to the Belgian Consumer Mediation Service, North Gate II, Koning Albert II-laan 8 box 1, 1000 Brussels — consumentenombudsdienst.be.
Live in another EU country? The European consumer redress guide points you to the competent body in your own country: consumer-redress.ec.europa.eu.