Shipments and returns
In these annotations, the seller DEFATEX Europa, sl is designate as DEFATEX ® and the customer is generically referred to as the "buyer".
How do I receive my order?
You should be aware that the material will be shipped at discretion of DEFATEX ® if there is no other agreement.
The delivery of the material will take place at the customer's address, or another address indicated to us sufficiently in advance of the date of shipment, always in national territory and at ground floor level. The hauler will deliver the goods at ground floor level and will not be required to move the material to higher floors or directions other than the final location of the goods.
Where can I receive my order?
You can receive it at the address you indicate, both nationally and internationally, at the time of registering for the service at botiga.defatex.com.
What happens if there is a delay in the delivery of my order?
We will deviate so that you receive the goods within the terms and times indicated by us, now, keep in mind that the responsibility for the goods passes to the buyer from the moment the goods have been delivered to the carrier, regardless of who takes charge of the ports transport.
DEFATEX ® will also not incur any liability if the buyer delays the delivery of the material.
Can I change the shipment address?
You can modify the shipping details at any time by accessing your user account.
Please note that once the order is closed, the change in the delivery address, and only exclusively for this closed order, you must do so by letter, e-mail or fax within a maximum of 2 days from the order confirmation date. At DEFATEX ® we will tell you if the change of address is feasible, not taking responsibility in case it is not.
Can the place of delivery be different from the place of purchase?
The purchase address does not need to match the shipping address.
How much do I have to pay for shipping?
If the delivery address is within the scope of the Iberian Peninsula (except Andorra and Portugal) our prices include transport costs to the destination and packaging. Assembly and / or machinery costs or means of loading and unloading are excluded.
Who is in charge of the ports in case of shipment outside the peninsula?
For shipments outside the Peninsula (including Portugal and Andorra) transport costs are at your expense, in which case the prices indicated on botiga.defatex.com do not include expenses, advances, fees or taxes, neither for export nor own to the destination.
How long will it take for my order to arrive?
Delivery times depend on the available stock, the selected product and the production deadlines of each selected product. At botiga.defatex.com each product has the delivery times indicated.
Delivery times for products in stock will be between 2 and 5 working days, in the case of shipments outside the peninsula, Portugal or Andorra the deadlines are extended, being between 5 and 15 days.
For products that we have to manufacture, the production period varies between 10-15 days and the month or 45 days, depending on the product you have requested and the time of year (for the workloads acceptable). You will need to increase the shipping time indicated in the paragraph above.
Please note that the delivery times indicated in our confirmation are understood as purely informative and have no contractual value, delays cannot entitle you to any compensation.
DEFATEX ® will always keep you informed of incidents and delays of the genre to be delivered to the buyer.
When will I have my order?
You can track the status of your order at botiga.defatex.com, by accessing "My Account".
How is the delivery process?
We will usually send you an email as a shipping confirmation, as soon as your order leaves the warehouse, with the basic delivery instructions.
How can I cancel my order?
To make changes or cancellations of the order, please contact us by letter, email or fax within a maximum of 2 days from the date of order confirmation. To do so you can send an email to administracion@defatex.com or call 935 102 610.
Items that are or have been manufactured at the express request of the buyer, of special sizes, colours or finishes, or in larger quantities than usual, may have restrictions, expenses or even be completely out of a possible change , cancellation replacement or return. Material will not be accepted without prior authorization from DEFATEX ® .
What is the deadline to be able to make a return?
You must notify us within a maximum of five days in case of a return or replacement due to an error not attributable to DEFATEX ® , the buyer must contact DEFATEX ® for acceptance or non-acceptance of the genre. No refunds will be accepted without prior notice and acceptance of the refund or replacement by DEFATEX ®, nor, after 5 days after the supply of the item.
What should I keep in mind at the time of return?
Only unused material will be accepted, in perfect condition and in its original packaging. It is essential to attach the DEFATEX ® authorization when sending a return.
Do I have to pay anything for my return?
Shipping costs to the address indicated by DEFATEX ® will be carried by the buyer.
How will I receive the amount of my return?
Once the returned item has been received, after DEFATEX ® reviews it, we will draw up a payment note for you and the money will be refunded, mainly through the same payment channel in which you made it.
When will I receive the amount of my return?
Once the gender has been received and verified, it will not be extended beyond the first days of the month following the return.
How do I proceed if my refund amount is incorrect?
It’s already spinning even thinner, but we’re all human and mistakes fall within what’s plausible. Please contact our administration department, we will fix the inaccuracy immediately. To do this you can send an email to administracion@defatex.com or call to 935.102.610.
DEFATEX Europa, sl
May 2021
Registered in Barcelona Commercial Register: volume 28002, folio 135, sheet 128.833, Inscription 1º
NIF: B60804879