Shipping & Returns

Package Shipment

As a rule, packages are sent within 24 hours of receipt of payment, via the transport agency of our choice with tracking number and delivery without signature.  If you prefer certified or urgent shipping, additional charges will apply.  Contact us before requesting this option.  Whichever shipping method you choose, we will provide you with a link so that you can track your order online.

Shipping costs include handling and packaging costs, as well as postal costs.  The handling costs have a fixed price, while the transport costs may vary depending on the total weight of the package.  We advise you to group all your items in one order.  We cannot combine two different orders, and shipping costs will be applied for each individually.  We are not responsible for any damage your package may suffer after shipping, but we do our best to protect all fragile items.

The boxes are the right size and your items will be well protected.

Returns

If you wish to make a return on an item or the entire order, contact us using the form on our website

Once you have provided us with all of this information, customer service will contact you with the steps to follow.

In all cases, we will organize the transport of the goods by the transport company.

The cases for which a return can be processed are as follows:

1. Return by customer´s decision:

In the event that the return is foreign to a defect or error in the product, we accept returns within the first 30 calendar days from the date of receipt, provided that the conditions governed by law 3/2014 of 27  March be met, article 71 of the commercial management which indicates that the product must be returned in the same conditions as it arrived and was not used (beyond the simple verification of the good condition and the functioning of that  -this).  If it does not contain the original packaging, the product may suffer depreciation.

The reimbursement of the value of the goods will only be made after verification in our warehouse of its good condition.  The customer must bear the return costs which are €10.25 * for national shipments.

* There are times when shipping may vary and you will be notified during the return process.

We will process the collection of items (the transport company will collect the goods), upon receipt of your items, we will verify that everything is correct, we will make the payment of the amount minus the return costs or, if you prefer, we can reimburse  the total amount in the form of a reduction code for the next purchase.

We will refund the amount before 14 calendar days have passed since the date of return of the goods.

2. Damaged products

In case the return or exchange is due to the fact that the product is damaged or broken due to transport, please contact us as soon as possible in order to be able to replace / pay for the products.

3. Incorrect products

In the event that the return is due to the fact that the product received is not that requested, a return can be made within the first 30 calendar days from the date of receipt.  However, you must notify us as soon as possible to process the shipment of the correct product.  You will not have to pay return costs.

4. Products containing incorrect / incomplete information

If the return is due to the fact that the product received does not comply with the information indicated on the site, a return can be made within the first 30 calendar days from the date of receipt.  However, you will need to notify us as soon as possible in order to process it.  You will not have to pay return costs.

5. Defective products

In case of defective products, we will proceed, if necessary and according to the conditions of the product, by responding correctly or through the supplier / distributor / manufacturer, to repair, replace, reduce the price or  termination of the contract, procedures which will be free for the consumer and user

Newquevedos will be responsible for any breach of conformity that occurs within one year of delivery.  The consumer and the user must inform the seller of the lack of conformity within 30 days after becoming aware of it.

The product warranty lasts for one year from delivery

How are you reimbursed?

The reimbursement of the amount will be made on the same card or PayPal account in which the order was paid when it arrived in our files.  In the event that you have paid cash on delivery or by bank transfer, you will be asked for the account number and the IBAN to be able to make the payment.  In the event that the products are not returned under the conditions indicated, we reserve the right not to reimburse the amount.

Special cases

In the event that the customer rejects the goods, once on our premises, the return of the amount of the products will be made, and we reserve the right to invoice the costs of return to the customer.

How can I cancel or modify my order?

Send us an email to info@newquevedos.com the same day, and within a maximum of 24 hours, so that we can process the cancellation as soon as possible and process a new order with the changes made.

Our customer service is open from 10 a.m. to 3 p.m. Monday to Friday.

How long does it take to receive my order?

We offer a delivery time of 2 to 4 working days when the product is in stock or upon receipt of the products according to the availability indicated.  In the event of a problem, we could quickly contact you so that we can send it as soon as possible.

Orders placed on the web will be taken into account via the web or by phone before 12 noon, with the sole exception of those whose method of payment chosen is bank transfer, in which the order will be included the day of its receipt the amount of  this (duly indicated with the order number in the concept) on our current account.

How do you send the order to me?

Shipments are delivered to the address you indicate in the purchase process.  Shipments to PO boxes are not allowed.  If the order is large or heavy, the transporter will deliver to the gate or, failing this, to the lowest floor.

We will send you an email as soon as the order leaves our facilities.

Can I choose the delivery time?

The delivery time depends on the transport company and the route chosen, therefore, a priori, we cannot indicate the calendar.  However, upon receipt of the delivery order, you will receive an SMS informing you of this and, in the event that this does not suit you, you can contact them and organize the delivery.