Exchanges and returns

Exchange and return policy

Without prejudice to the rights arising from withdrawal regulations and independently and additionally thereto, if you are not satisfied with your purchase or the size is not suitable, you have 30 days from the receipt of your order to return the products you wish, and we will issue the corresponding refund, if it's a return, or in the case of an exchange, the new product will be shipped at no additional cost to you.

Custom-made and/or personalized products are excluded from this policy.

To return a purchased product, the following conditions must be met:

- The product must be in perfect condition and with its original packaging. It must not have been used (it can be tried on, but must be returned clean, without damage, etc.).

- It must be returned in the same conditions in which it was received with its original packaging intact; if there were gifts or samples, they must be returned, otherwise tQel reserves the right to deduct their value from the refund amount.

When a partial return of an order with free shipping occurs, and the items the customer keeps do not exceed the amount established for our free shipping, tQel reserves the right to deduct the uncharged shipping costs from the refund for the returned items.

In sales or special promotions, with cumulative discounts for units or packs, when a partial return of the order occurs, the price will be adjusted, and the corresponding discount will be applied to the non-returned products, which amount will be deducted from the refund amount.

 

How to proceed with a size or model exchange

Go to your private section, then to the orders section, and select "view order details" for the order you wish to exchange. In the order details, you can click on the "request return/exchange" button, and a pop-up will appear which you must fill out.

Select the item(s) and the quantity of each you need to exchange, complete the remaining fields, and click "send."

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

You must send the product to our facilities by your preferred method, and if you wish, you can even bring it to our showroom.

Size or model exchange if you purchased as a guest

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

You can check the status of your exchange from the same place at any time.

 

Shipment of the new size or model:

Once we receive your package, we will send you an email informing you of its receipt, and we will also inform you as soon as the new product leaves our facilities. This shipment has no cost to you; we cover the cost of the second shipment.

Size exchange is subject to item availability; if we do not have the requested size in stock, we will offer you solutions.

 

How to proceed with a return

Go to your private section, then to the orders section, and select "view order details" for the order you wish to return. In the order details, you can click on the "request return" button, and a pop-up will appear which you must fill out.

Select the item(s) and the quantity of each you need to return, complete the remaining fields, and click "send."

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

You must send the product to our facilities by your preferred method, and if you wish, you can even bring it to our showroom, but you must wait for our response with instructions.

Returns if you purchased as a guest

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

You can check the status of your return from the same place at any time.

 

Refund:

Once we receive the product, you will be informed of its receipt, and it must be processed to inform you of the refund process. The processing time for a return is usually short, but the refund period could be up to 7 business days from when we process the return. This period may be slightly delayed during special times of the year, such as Christmas or sales/promotional periods.

If the order had free shipping, and a partial return of the order is made, and the remaining amount is less than the amount required for free shipping, the shipping cost may be charged and deducted from the amount to be refunded.

 

After-sales service and Warranty

If your order involves a defective product, an incorrect product, or you have not received all the products you purchased, please accept our apologies for the inconvenience. The tQel customer service team will personally resolve your issue as soon as possible! To do this, you must report your issue by phone (+3464433310) or by email to hello@tqel.es. We will contact you and explain how to proceed in your particular case.

tQel has a Customer Service available at the email address hello@tqel.es or by phone +34644433310

The products offered through our Website are guaranteed for 2 years against manufacturing defects.

To use the warranty within the legally established period of two years following product delivery, the presentation of proof of purchase will be essential. You can do this via email at hello@tqel.es

The warranty does not cover cases where wear or defect is caused by misuse of the product, nor deficiencies caused by negligence, knocks, bites, improper use or handling, nor materials subject to wear from normal use, as well as cases where any of the warranty or purchase receipt data has been modified, altered or replaced and/or the product has been tampered with or repaired by third parties unrelated to tQel.

In cases justifying the use of the warranty, repair, item replacement, reduction, or refund will be opted for, under the legally established terms.

 

 

Right of withdrawal policy

Right of withdrawal

The buyer has the right to withdraw from this contract within 14 calendar days without needing to provide any justification. The withdrawal period will expire 14 calendar days from the day on which the buyer or a third party, other than the carrier, acquired physical possession of the product.

To exercise the right of withdrawal, you must notify your decision to withdraw from the contract by an unequivocal statement (for example, a letter sent by post) to:

FIVEDOX S.L. 

Calle Cesar Cort Boti 76, 3E

CP 28055, Madrid, Spain

or by email to hello@tqel.es

For this purpose, you may use the following sample withdrawal form, although its use is not mandatory.

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.

 

Consequences of withdrawal

In case of withdrawal, tQel will refund the buyer the amount paid for the product, including delivery costs (with the exception of additional costs resulting from the buyer's choice of a delivery method different from the method offered by tQel) without undue delay and at the latest within 14 calendar days from the date on which you inform us of your decision to withdraw from the contract. We will proceed with such reimbursement using the same payment method used for the initial transaction, unless expressly agreed otherwise; in any case, you will not incur any fees as a result of the reimbursement.

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

The product must be delivered or sent, without undue delay, and in any case, no later than 14 calendar days from the date on which the decision to withdraw from the contract is communicated. The deadline is met if the product is returned before the end of this period. The direct cost of returning the product must be borne by the buyer.

The buyer will be liable for any diminished value of the items only if such diminished value results from handling other than what is necessary to establish the nature, characteristics, and functioning of the product.

Non-application of the right of withdrawal

The right of withdrawal will not apply to contracts for the delivery of items manufactured according to buyer specifications, custom-made and/or personalized.

 

 

Order Cancellation

Orders for any product can be canceled, without any charge and without providing any reason, as long as the product has not been shipped. Please note that orders are dispatched on the first business day after purchase.

To cancel an order, the buyer must contact us via the following email address: hello@tqel.es

If the order has already left our warehouses, it cannot be canceled. However, you may return it once you have received it, according to our returns policy.

All custom-made and/or personalized products are excluded from this order cancellation policy.

 

 

Claims

This website is governed by Spanish legislation. The parties, at their discretion, and waiving any other jurisdiction, submit to the courts and tribunals of Madrid, or Spain, for the resolution of conflicts. 

To submit complaints regarding the use of our services, you can do so by email to the address hello@tqel.es, or in all cases, resort to an amicable solution in the first instance.