GENERAL CONDITIONS OF RETURN

To accept the return, the following will be taken into account:

- To address any incident, you must generate an RMA through the web . At the foot of the page you can see some instructions for that purpose. Keep in mind that any notification that is incomplete or formulated by other means will not be considered nor will its date of notification be valid for the purposes of a subsequent claim in the correct means.

- The product must be returned in perfect condition and including the original packaging or packaging. No product handled by the customer, misuse, breakage, etc. will be exchanged or credited . in this case you will lose all guarantee.

- If the product is in good condition, but the box, plastic or packaging in which it is included is in poor condition, the return will not be accepted, the same will happen otherwise.

- Both the collection of the product and its corresponding return, will be managed by SUNLED group through our messaging service.

- The deadlines and conditions specified in each type of return must be met, otherwise they will not be accepted.

- Once the RMA is admitted to manage your collection in the section " Returns " it will change to the status of " Waiting for packages ", you will also receive an e-mail indicating it. From there you  must download the PDF, print it, fill it out and attach it to your package . In the opposite case SUNLED group will automatically make   a bonus of the material. It is advisable to put a note on the outside of the package with the numerical reference of your RMA.

- So that there is no risk of damage in transport it is very important that you value the packaging of the products because if they are damaged in the trip, we will not be able to accept the returns.

- Depending on the type of return, the costs of the courier and management service (9.95 € VAT not included + the relevant increases according to dimensions, weight and number of packages) will be paid by the customer or by SUNLED group .

- Exceptionally, demerits will be applied (to be determined for each case) on the value of the product in those occasions in which a merchandise does not comply with any of the conditions so that its right of withdrawal is accepted and SUNLED group decides to accept the return of the same applying the corresponding penalty.

- For those budgets not accepted, merchandise returned, "RMA rejected" or any customer material held by SUNLED group, the customer is obliged to pay storage costs from one month from the moment in which the interested party is informed that the Article is at your disposal. The storage surcharge is € 5 per day + 5% of the value of the material.

- We strongly recommend that once you receive your order check your status so that in case you need to process a subsequent claim, we can make the management within the deadline. Any claim after the deadline will not be accepted understanding that the responsibility lies with the client.

See table " Cost Returns ":

* Large packages will carry supplements to consult in each case.

* The returns of material for any reason not attributable to SUNLED group   in whose initial order the product was purchased with the free shipping promotion, the customer will be deducted the amount corresponding to the shipment , depending on the amount of material / weight / no. of returned packages.

RETURN TYPES

Due to product breakage / failure during shipment:

- In case of receiving any damaged product during transport the customer has 48 hours to claim from the reception of the shipment of the order through his customer account to our After -sales department (process an RMA) and provide all documentation requested to the email and that we indicate him next:

1) Detailed description of what happened indicating everything that helps to clarify the facts and demonstrate the failure of the courier service to cause the breakage / damage of the product.

2)  Photographs in which material imperfections are clearly identified.

3)  Photographs of the packaging where their "damage / shock / breakage" can be clearly seen. This field is very important because if the carrier's failure is not clearly demonstrated, the claim may not be considered.

4)  Photographs of the carrier's label in which the entire product on which the claim is exercised can also be seen.

When sending the email with the documentation you must make reference to the assigned RMA number . SUNLED group will process the claim and inform you at all times of your state.

Keep in mind that any notification that is incomplete or formulated by other means will not be considered nor will its date of notification be valid for the purposes of a subsequent claim in the correct means. 

It is recommended that if you notice any damage in the packaging of your order, upon receipt, put a note on the delivery note to leave a record (this will facilitate the procedures in the management of any subsequent claim).

Failure / Error sending the order:

When the NO reception of a product has been detected in the shipment, the product differs from what was requested or does not comply with the characteristics demanded and that appear on the Web page. 
The customer has a period of 24 hours from receipt of the same to notify the failure / error of sending through your customer account to our After Sales department (process an RMA) and provide all requested documentation to the email  info @ sunledgroup. is and that we indicate below:

1) Detailed description of what happened indicating everything that helps to clarify the facts and demonstrate the incident of the request.

2) Photographs that help identify the incident. Examples: take photographs / screen captures to demonstrate faults in the description of the WEB / product, for the non-reception of a product, take photographs in which the order is identified with all the products received as they have been received, with their filling if there is one and in its corresponding box ... This field is very important because if the incident is not clearly demonstrated, the claim may not be considered.

When sending the email with the documentation you must make reference to the assigned RMA number. SUNLED group will process the claim and inform you at all times of your state.

- Once the incident has been resolved in favor of the client, SUNLED group will bear the costs of collecting the wrong product and delivery of the correct or direct shipment of the material as appropriate depending on the type of claim.

By discontinuance of the product:

- The return of our products is accepted, provided that 14 days have not elapsed from the reception of the product and as long as the product is in good condition, (the merchandise must be sent in its original packaging and with all its accessories must be presented in perfect condition, without being unsealed, dirty, stained, smelly, mistreated or with damage caused, otherwise the return will be rejected).

- The customer will be responsible for the costs of the return (see table above "Cost Returns"). Once the product has been received,  SUNLED group will proceed to refund the amount of the item (not the costs and postage of the original shipment) or Bonus for the next purchase.

- Returns of Products will not be accepted without the original packaging or extracted from its blister (packaging) and that in its product file expressly indicates that it can not be returned.

- If the product was purchased with the free shipping promotion, the customer will be deducted the proportional amount corresponding to the part of the returned order, provided that the order has not fulfilled the conditions to be free.

- Some consumers exercise their right of withdrawal within the term but after having used the goods more than what would be necessary to determine its nature, its characteristics or its operation. In this case, the consumer does not lose the right of withdrawal but must be responsible for any depreciation of the goods.

Exceptionally, demerits will be applied (to be determined for each case) on the value of the product in those occasions in which a merchandise does not meet any of the conditions for acceptance of its right of withdrawal and  SUNLED group decides to accept the return of the same applying the corresponding penalty.

By default of the product:

If the received product presents some type of defect or deficiency , we will proceed to the change following the following process:

 - The client must contact SUNLED group , specify the product collection through our messaging service and through his customer account contact our Aftersales department (process an RMA) .

- If everything is correct, the collection will be managed, the product will be received in our warehouses and its status will be checked to determine that it really is in poor condition due to the product's defect. In this sense,  SUNLED group will proceed to the repair / change and will assume the shipping costs of both return and return, but will not assume the cost of the material used to ship the product.

- On the other hand, if the product is in perfect condition, the customer will assume the return costs (see the table above "Cost of Returns") and the return of the material (See SUNLED group shipping rates ). Whenever possible and as long as the customer does not incur unnecessary expenses, the merchandise may be sent in a next order from the customer.

**IMPORTANT!

- Dear customer, we advise that before processing the return, be sure to perform the relevant tests to verify that the product really does not work, because if upon receiving the product this has a correct operation and the reason for the return is due to your lack of knowledge to use the product, you will assume all the shipping costs , both outward and return.

- If you need any technical advice, you can directly contact our after sales department at 960 094 907.

PROCEDURE TO PROCESS A REFUND

To process a refund, follow these steps. If you have any questions, please contact the " Customer Service" After Sales Department . 

1) Record the incidence in our system: Through its control panel (My Account), in the " Order History " section, you must enter the order in question and select the product and the quantity by marking it in the box from the left side. Keep in mind that you  must describe the cause of the procedure and contribute everything you consider appropriate to demonstrate the incidence. (This greatly facilitates and speeds up the resolution process of your RMA).

2)  Verification of your RMA in the system:Once in the system and if everything is correct, the corresponding management will be carried out or the order of collection of the product by our transport company will be processed. If necessary, we will contact you at the telephone number provided when registering to process the RMA.

 This operation is processed daily if you have not received a response within a period of more than 48 hours, contact directly our after sales department at 960 094 907 .

3)  Preparation for the collection of the product: Once the RMA is admitted to manage your collection in the section " Returns " it will change to the status of " Waiting for packages ", you will also receive an e-mail indicating it. From there you  must download the PDF, fill it out,  and press it and attach it to your package . In the opposite case  SUNLED group will automatically make  a bonus of the material. In this case always pack everything so that it occupies the minimum of possible packages being the ideal that everything is in the same package and on the outside incorporate a note with the numerical reference of its RMA

So that there is no risk of damage to the transport it is very important that you value the packaging of the products because if they are damaged in the trip, we will not be able to accept the returns. We also recommend that you pack the products in the best possible way.

4)  Management of the RMA: Once the collection has been done and the package has been received at our facilities, our technical service will carry out the tests, repairs, changes or other operations necessary to resolve the incident in the shortest possible time.

5)  RMA notification completed:

A. Once the RMA resolution has been completed (including repairs, changes, etc.), the technical service will notify the client of this status through an e-mail. In cases where necessary, a PDF file with the technical report will be provided.

B.  The shipping of products associated with an RMA will be done by the same method of usual delivery and individually, except in those cases in which it can be coordinated in joint shipment with a customer order.

Remember that you can inquire about the status of your RMA only through the email info@sunledgroup.es or by phone 965 296 415.