DELIVERIES AND RETURNS

Deliveries and returns

The transport of your parcel:

Orders will be shipped via the company MRW. Packages are generally sent in 24/48 hours to mainland Spain and Portugal( Monday to Friday Working days). In case of non-peninsular area (Balearic Islands) as they travel by air or sea, we deliver in 24/48 or 48/72h. The shipping costs include packaging, handling and shipping.

Wholesale:

For bulk quantity orders, please contact us by e-mail:
info@inciensoshop.com or by registering directly on the website.
To get the corresponding discount, and select the most economical method and suitable for the order and the country of destination.

Changes and withdrawal

At inciensoshop.com we want you to always be satisfied with our service. For this reason, we provide you with several methods to return an order that may not meet your needs.

How to exercise your right of withdrawal or refund

A. Withdrawal

In accordance with the provisions of Spanish law, you may exercise your rights in the following areas Right of withdrawal, by virtue of which you can return the product received if you find that it does not meet your expectations, you have made a mistake when placing the order or you simply do not want the item.
To exercise this right of withdrawal you must notify us of the problem by email info@inciensoshop.com or by telephone at +34678730324, within a maximum period of 14 calendar days from receipt and according to the official calendar of the place where the good has been delivered. In order to exercise this right, the product must be returned to Calle Anselm Clave 26 bajos primera, 08182 de San Feliu de Codines (Barcelona) and to the attention of Enmanuel Torras Mata, in the same conditions as you received it and keep the original packaging as well as all the elements that compose it. inciensoshop.com cannot refund the value of the product if you have given it more use than the simple opening of it or if it has suffered any damage, so you must take care of the product while it is in your possession. Please return the item using or including all original packaging. Please note that you will be responsible for the cost of returning the item.
Exceptions to the right of withdrawal. Article 103 of Law 3/2014.
The right of withdrawal does not apply in the following cases:

1) The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery, used or have been in contact with the skin, such as cosmetic products (creams, shampoos, soaps, gels, hair and skin products, etc.).
2) The supply of goods that are likely to deteriorate or expire quickly.
3) The supply of goods which after delivery and taking into account their nature have become inseparably mixed with other goods.

You choose the transport and shipping method of the return. You can ask inciensoshop.com to arrange this for you. Once the goods have been received, and after checking them, we will proceed to refund the amount (excluding shipping costs), an exchange for another identical item or an agreement between the two parties.
In the case of returns, if you wish to send the merchandise by a transport company of your choice, you must always send it postage paid according to their rates; if on the other hand you wish to send it by our transport company, you must contact inciensoshop.com by telephone. +34 678 730 324 or by email: info@inciensoshop.com and request a pick-up (always freight collect) to benefit from lower rates.
Yes incensoshop.com is the one who manages the collection, it will have 14 calendar days, from the communication of the withdrawal, to reimburse the amounts paid by the customer. If it does not do so, it may withhold the return until it receives the goods or, if earlier, until the customer provides proof of how he/she has returned the order.

The reimbursement of the amount of the purchase will be made once the condition of the goods has been checked and with the same means of payment used for the payment of the order.

B. Return of defective product or product damaged during transport

If you receive a damaged or defective product, you can file a claim. You should contact inciensoshop.com immediately, using the means available on the website.
To process your application, please follow the steps below:
Describe in brief the damage or defects in the product(s) by e-mail to the e-mail account info@inciensoshop.com.
2 or 3 photos where the damage or defect can be clearly seen. You can take them with your mobile phone. We do not need professional photographs.
Send us the photos by email to info@inciensoshop.com. Please note that we can only receive mail from up to 10 MBPlease try not to exceed the size. The photos can be in ZIP, RAR or JPEG.
Tras la obtención de las fotos procederemos a estudiar tu caso a la mayor brevedad. En pocos días nos pondremos en contacto con usted para informarle sobre el procedimiento a seguir.
En caso de devolver el producto deberás hacerlo en una caja protectora lo más protegido posible, junto con todas las piezas o accesorios que lo componen. Inciensoshop.com correrá con todos los gastos de envío por la devolución del producto. Inciensoshop.com le reembolsará el importe del producto a la mayor brevedad (entre 24/48horas) con un plazo máximo de 14 días naturales desde la recepción del mismo.
Quedan en todo caso a salvo los derechos reconocidos por la legislación vigente.

C. Si aún no has recibido el pedido:

Si todavía no has recibido el pedido y deseas cancelarlo o modificarlo, solo tienes que informarnos de los cambios que quieres realizar antes de la 13:00h del día siguiente, sin que esto suponga ningún coste para ti en caso de que tu pedido aún no haya sido tramitado.
Recuerda no tirar nunca el embalaje de los productos hasta comprobar que se encuentran en perfecto estado. Antes de abrir ningún producto, verifica que el embalaje coincide con el que solicitaste: (modelo, color, medida, acabado, etc…), haciendo una reclamación inmediata, en caso de que haya alguna anomalía. Si detectas alguna anomalía antes de abrir el producto, te rogamos que no abras el precinto ni el embalaje del mismo.

Contacto para devoluciones

Enmanuel Torras Mata – inciensoshop.com
Teléfono: +34 678 730 324
Notificación a través de esta web en la sección “Contacto”
Email: info@inciensoshop.com
Todas las devoluciones de productos junto con su embalaje original protegido deberán dirigirse a la siguiente dirección:
Anselm Clave 26 bajos primera, 08182 San Feliu de Codines

Derecho de Desistimiento
1.- El consumidor dispondrá de un período de reflexión, cuya duración será como mínimo la establecida en la normativa aplicable, durante el que podrá devolver el producto o servicio contratado sin penalización alguna. El oferente deberá indicar con claridad si los gastos relativos al coste directo de la devolución del producto o servicio contratado son soportados por él o si, por el contrario, recaen sobre el consumidor, así como el resto de condiciones de devolución de los productos o servicios contratados.
2.- Este derecho de desistimiento y devolución no será de aplicación a: los bienes cuyo precio esté sujeto a fluctuaciones de coeficientes del mercado financiero que el vendedor no pueda controlar; los bienes confeccionados conforme a las especificaciones del consumidor o claramente personalizados, o que, por su naturaleza, no puedan ser devueltos o puedan deteriorarse o caducar con rapidez; las grabaciones sonoras o de vídeo, discos y de programas informáticos que hubiesen sido desprecintados, así como ficheros informáticos suministrados por vía electrónica susceptibles de ser descargados o reproducidos con carácter inmediato para su uso permanente; el suministro de prensa diaria, publicaciones periódicas y revistas, los contratos de prestación de servicios cuya ejecución haya comenzado, con el acuerdo del consumidor, antes de finalizar el plazo de siete días hábiles; los contratos de servicios de apuestas y loterías y a todos aquéllos bienes y servicios para los que la normativa aplicable prevea tal excepción.
3.- En caso que el consumidor devolviera en perfecto estado el producto o servicio previamente contratado, con el documento justificativo del contrato y en los plazos establecidos en el mismo, si el vendedor le ofreciera un producto de calidad y precio equivalentes, tendrá derecho a escoger entre el reembolso de las cantidades satisfechas o el envío del producto ofertado en sustitución.
4.- El oferente deberá establecer los mecanismos necesarios para facilitar al consumidor con el que han contratado el ejercicio de su derecho de desistimiento y la correspondiente devolución del producto o servicio.

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