Shipping & Returns

SHIPPING POLICY

FREE SHIPPING

*Free shipping is only available for purchases with delivery in mainland Spain. We are sorry to tell there is not free shipping for all purchases abroad. 

DELIVERY TIME AND SHIPPING COSTS

General shipping rate :

• • Iberian Peninsula 2 to 5 working days for €5
  • Balearic Islands 2 to 5 working days for €9.95.
  • Canary Islands, Ceuta and Melilla 2 to 7 working days for €15€
  • Portugal 4 to 5 business days for €7.
  • Rest of the world (variable delivery time, consult) between 15 € to 80 €.

*The delivery time specified in this section is subject to stock availability. If we do not have stock of the product you have ordered, we will contact you and inform you of the delivery time.

*In exceptional cases, such as large volume orders, CLARO reserves the right to increase the shipping price for logical reasons of cubic capacity. In any case, you will be informed of such changes.

SHIPPING Companies

We work with MRW Express 19pm in Spain which means if your purchase es today, we would be able to prepare and send your package tomorrow and the package would arrive next day after 19pm. Abroad Spain, we work with DHL Express via plane so it takes a few days to most part of the world.

Main countries in Europe takes from 2 to 4 days to arrive. East Countries in Europe and Arabian Countries from 3 to 7 days.  I America, Asia and Oceania from 6 to 14 days since departure day.

SHIPMENT CONDITIONS

Orders placed before 10am may be shipped the same day, depending on the volume of orders. (Working days).

You will be able to see all the expenses broken down in your shopping cart before confirming the order: the products chosen, their availability, the shipping cost and possible commissions and taxes. It is very important that before clicking on the "Place my order" button you check that all the content of the cart is correct (products, quantity, finishes, etc.) as well as the personal information.

If the order has been confirmed, and you want to make a change, you must leave a note on it, accessing your customer area in the "My orders" section and then "Add a comment".

To cancel an order, you must request said cancellation by accessing your client area*, to give it the highest priority and thus be able to cancel the shipping management of the order. Only then can the expedition be blocked.

*Cancellation requests made by email, internal message, etc. will not be taken into account.

*Returns of material for any reason not attributable to CLARO, in whose initial order the product was purchased with the free shipping promotion, or any other type of promotion, the amount corresponding to the shipment will be deducted from the customer, depending on the amount of material / weight / number of packages returned.

AT THE TIME OF DELIVERY

As soon as the consumer takes possession of the goods, the risk of loss or damage is transferred to him. Therefore, it is important:

• • Verify that the number of packages delivered coincides with the delivery note. Otherwise, indicate it on the same delivery note. If this information is not reflected in said delivery note, it will not be possible to request a replacement of the merchandise.
    • If, at the time of inspection of the merchandise, it is verified that it does not conform to the order or that it has been damaged during transport, you must indicate your explicit reservations on the delivery note (mandatory condition to carry out any claim for breakage or damage during transport).

WORLDWIDE SHIPPING 

From CLARO we ship WORLDWIDE with some exceptions. All non European Union Countries has their own custom house taxes which CLARO does not asume any cost.

For worldwide returns, we can manage your return label and send it to you,  but the cost of this returns shipping will not be refunded.

For shipments to, Switzerland, Norway and Liechtenstein, the prices on the customer's invoice are tax-exempt (excluding VAT). Once the order has reached its destination, the customer must pay the customs import clearance and the applicable taxes in each case.

For deliveries to private customers in the rest of the countries specified above, the prices on the customer's invoice include the VAT currently in force in Spain, 21% of the total invoice.

There are territories within the countries mentioned above, which are subject to special tax conditions, in all these cases the procedure will be similar to that of the Canary Islands, Ceuta and Melilla. Orders will be invoiced without VAT and the customer will pay the customs import clearance and the corresponding taxes in each case.

For companies that carry out their commercial activity in other countries of the European Union and that have an intra-community operator number, the prices on the invoice are exempt from VAT. This is also valid for companies based in Spain but operating at a community level.

*Due to the volume of shipments during the weeks of global sales and promotions, such as Black Friday, deliveries may be delayed.

REFUND POLICY

RETURNS

There are several reasons why products can be returned. You must bear in mind that there are certain CONDITIONS that should be met or taken into account depending on the return method.

• • • 1.-DUE TO WITHDRAWAL OF THE PURCHASE OF THE PRODUCT The return of our products (withdrawal of the purchase) is accepted, provided that 14 days have not elapsed from receipt of the product and as long as the product is in the same condition in which it was delivered. You must keep the instructions, documentation, accessories (nuts, screws and keys) and original packaging. It must be presented in perfect condition, without being dirty, stained, with odors, mistreated or with damage caused. Returns will only be accepted for products that have not been assembled, used, or modified in any of their parts and that keep the original packaging in perfect condition (essential to process any return).

      In a period of less than 14 days from the withdrawal by the customer, once the product has been received at our facilities, CLARO will proceed to refund the purchase amount with a Bonus for the next purchase as appropriate and excluding the costs of transport**. (Art 107 2. RDLGDCU 1/2007)

      * Returns of material for any reason not attributable to CLARO in whose initial order the product was purchased with the free shipping promotion, will be deducted from the customer the amount corresponding to the shipment, depending on the amount of material / weight / number of packages returned.

      **The amount of transport costs does not apply discount promotions , so it will be accounted for in full.

      **Please note that if the reason for the return is not due to product failure, even if the shipment when placing your order was free, you must bear the costs of returning it to our facilities and we will also deduct an amount from the initial shipment, depending on the products that you have returned.

      You must follow these steps:

      • Access your account and go to the "MY ORDERS" section and click on the corresponding order.
      • Check the boxes of the product to be returned + amounts.
      • Indicate the reason for the return and the solution you want (VOUCHER or REFUND) in the "RETURN MERCHANDISE" box and click "MAKE A RETURN (RMA)" to finish.
      • Provide by email to brand@fernandoclaro.com, photographs of the product before and after packing. Remember that it is essential to keep the original packaging.

      PARTICULARITIES OF THE PURCHASE WITHDRAWAL:

      • If the customer wishes to withdraw from his purchase and it has not been delivered to the carrier, the refund of the amount paid will be made within 14 business days after receiving the email confirming the withdrawal of the same. The refund will be made, whenever possible, by the same payment method used in the purchase.
      • If the client wishes to cancel a merchandise that has already been delivered to the carrier, the client must pay the transport costs, even though he has not yet received it at his address. The refund will be made within 14 business days after the customer exercises the withdrawal, the returned product. The refund will be made, whenever possible, by the same payment method used in the purchase.
      • If the customer wishes to cancel a merchandise that he has already received, he must pay all the costs of the return. The refund will be made within 14 business days after the customer exercises the withdrawal, the returned product. The refund will be made, whenever possible, by the same payment method used in the purchase.
    • 2.-DUE TO BREAKAGE/DAMAGE TO THE PRODUCT DURING SHIPPING

      The goods must be checked by the customer. In case of receiving a product damaged during transport or if it presents any type of defect, the customer has a period of 48 hours to claim from the receipt of the order through his customer account to our After-sales department and make the claim. If the damages are not reported within this period, the claim will be automatically rejected.

      In the event that the merchandise is received by a third person, the buyer undertakes to inform him that the merchandise must be checked. You accept responsibility for any loss or damage if someone signs on your behalf and fails to check.

      ATTENTION! For any type of return, you MUST keep the original packaging boxes. Otherwise, no return will be processed.

      You must follow the following steps:
      • Access your account and go to the "MY ORDERS" section and click on the corresponding order.
      • Check the boxes of the product to be returned + amounts.
      • Indicate the reason for the return and the solution you want (REPLACEMENT/VOUCHER or REFUND*) in the "RETURN MERCHANDISE" box and click "MAKE A RETURN (RMA)" to finish

      Once the RMA has been created, you must send by email to legal@www.fernandoclaro.com, photographs that clearly identify the damage to the material, the packaging where the damage/blows/tears can be clearly seen, and the carrier's label. (all photos are essential for any claim).

      CLARO will process an RMA for its management and will inform you of its status at all times.

      *IMPORTANT: Payment in case you do not want replacement or repair. In this case it is considered withdrawal and the return costs are borne by the customer.

    • 3. -PRODUCT DEFECT/FAILURE (WARRANTY)

      The guarantees do not include deficiencies caused by negligence, blows, improper use or handling, other than those indicated in the user manuals, incorrect installation not carried out by the authorized technical service when appropriate, or materials subject to wear due to normal use. Color deterioration due to exposure of the product to the action of sunlight or other sources of heat.

      If the product cannot be repaired, it will be replaced.

      You must follow these steps:

      • Access your account and go to the "MY ORDERS" section and click on the corresponding order.
      • Check the boxes of the product to be returned + amounts.
      • Indicate the reason for the return and the solution you want (REPLACEMENT/VOUCHER or REFUND*) in the "RETURN MERCHANDISE" box and click "MAKE A RETURN (RMA)" to finish

      Once the RMA has been created, you must send by email to brand@fernandoclaro.com, photographs that clearly identify the damage to the material, the packaging where the damage/blows/tears can be clearly seen, and the carrier's label. (all as the photos are essential for any claim).

      CLARO will process an RMA for its management and will inform you of its status at all times.

    • 4. -DUE TO FAILURE/ERROR SENDING THE ORDER:

      When the NO receipt of a product has been detected in the shipment, the product differs from what was requested or does not meet the demanded characteristics that appear on the website, the client has a period of 24/48 hours from receipt of the same to notify the incident.

      In the event that the product sent does not correspond to the one the customer has ordered, FERNANDOCLARO will bear the cost of collecting the wrong product and delivering the correct one.

      You must follow these steps:

      • Access your account and go to the "MY ORDERS" section and click on the corresponding order.
      • Check the boxes of the product to be returned + amounts.
      • Indicate the reason for the return and the solution you want (REPLACEMENT/VOUCHER or REFUND*) in the "RETURN MERCHANDISE" box and click "MAKE A RETURN (RMA)" to finish
      • Photographs of the affected parts and of the entire product in all its angles to help identify the incident. Without all the required documentation, no incident will be processed and no type of subsequent claim will be accepted. Once received, they will be compared with the quality control images and an answer will be given to you by this same means. Examples: take photographs/screenshots to demonstrate errors in the description of the WEB/product, for the Non-receipt of a product, take photographs in which the order is identified with all the products received positioned as they have been received, with their padding if any and inside its corresponding box, etc. This field is very important since if the incident is not clearly demonstrated, the claim may not be considered.

      *IMPORTANT: Payment in case you do not want replacement or repair. In this case it is considered withdrawal and the return costs are borne by the customer.

    
    
    
    

    WHAT TO DO WHEN YOU RECEIVE THE ORDER?

    It is mandatory to check the contents of the package (as long as the carrier accepts it) and write the reservations on the carrier's delivery note.

    WHAT SHOULD I DO IF I REALIZE I MADE A MISTAKE IN MY ORDER?

    Please contact us directly through our whats app number or contact email that you will find in the footer of the page, informing us about the error with your order number.

    HOW ARE INCIDENTS OR REPAIRS RESOLVED?

    At CLARO we offer you various options:

    • Repair or replacement: Generally, as a first option, it can be repaired or replaced in those cases in which the technical service considers it based on the stock, type of product, type of incident, management date ... Keep in mind that for replacement, those parts that have deteriorated due to use by the customer (if any) must be kept and that, consequently, the manufacturer's warranty does not cover.
    • Bonus: Refund of the quantity via DISCOUNT VOUCHER or DIRECT REFUND.