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Returns and exchanges



Right of withdrawal information

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period will expire fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.

You can exercise your right of withdrawal by informing us with an unequivocal statement (e.g. a letter sent by post, fax or e-mail) about your decision to withdraw from this contract, or – if you wish to return the goods before the withdrawal period expires – return the goods to us.

The withdrawal declaration or returns of goods are to be addressed to:


Avda de Ramón y Cajal 111, 3ºC,

CP 28043, Madrid, Spain

Or by mail to 

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

You may use the following model of withdrawal form, although its use is not obligatory 

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than, 14 days from the day on which we are informed about your decision to withdraw from this contract or that we received the goods you returned. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us.. The deadline is met if you send back the goods before the period of 14 days has expired. We will bear the cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exclusion from the right of withdrawal

The right of withdrawal does not apply in the case of contracts for delivery of goods that were not prefabricated and which were produced according to your own individual selection or specifications or which were clearly made according to the consumer’s personal requirements.


Returns and exchanges policy

Made-to-measure or customized items are excluded from this policy.

If you are not satisfied after receiving your order, you have a period of 14 days from the date of receipt to return or exchange the item(s). In order to return or exchange an order, you must check that it meets the following criteria:

The product must not have been used. The product must be returned in the condition in which it was sent, in the original packaging where possible. If the original packaging is not available, it should be replaced with packaging of a similar size and capacity. 

If you wish to exchange a product, please proceed with returning the unwanted item and create a new order.

When sending items for return or exchange the products should be preferably packaged in their original box, and sent to us according to ours indications . You will have to bear the direct cost of returning these goods.

 In any case, please, contact us at indicating your order number, the products you want to return and the reasons why you wish to return them. 

Return procedure

Log in to your private section, go to the order section, and select the order detail of the order you wish to return. Once in the order detail, you can click on the request refund button, and a pop up will open for you to fill in. 

Select the item(s) and the number of units of each one that you need to return, fill in the rest of the fields and click on send.

You will receive an email confirming that we have received your request and within 24-48 hours we will reply by email, so you know the next steps to take. 

The shipment of the product to our facilities must be done by you, by the means you prefer. but you must wait for us to answer you with the instructions.

Returns if you have purchased as a guest

You can access the returns section either from the footer of the website where it says guest returns, or from here, and follow the steps. 

Whenever you want to check the status of your return you can do it from the same site.


Once your item arrives at our warehouse, the Customer Service department will be in contact with you to confirm the refund. Refunds take approximately 7 days. Please note this may take longer at Christmas or during the sales.

Exchange (size/product) procedure

If you wish to exchange a product, please proceed with returning the unwanted item and create a new order.


Order Cancellations

You can cancel your order without giving any reason before shipping your order to you. You must inform us  of your decision to cancel your order.

 For additional information on the scope, content and instructions for the exercise, please contact us at


After-sales service and guaranty

 tQel has an after-sales service to help solve any problem related to our Products or deliveries, offering customers a fast and efficient response, via e-mail Or by phone +34644433310

 Our Products are guaranteed against manufacturing defects for 2 years, starting as from the day of purchase.



This web site operates under Spanish legislation, the parties submit, at their option, renouncing any other jurisdiction and to resolve conflicts at the courts of Madrid, and Spain.

To submit claims under the use of our services, you can address us through our e-mail always appealing, in the first instance to an amicable solution.