B2C information

Withdrawal and Claim

 

Important

  • According to the applicable regulations. All KarmelRoss products are considered not to be returned or changed once the packagins are opened or unsealed, for health and sanitary reasons. For this reason our insistence that you choose correctly the size of your measurements, and we try to give faithful and real images of the models in our online store. However, you have the right to cancel the purchase contract.

 

(Right to cancel the Purchase Contract)

Did you change your mind? Would you like to return the purchased product?

.- You can do this, just let us know.

     .- Remember Do not drop or open the packgins.

     .- Remember that unsealed or opened products can not be returned. In any case, we will return them to your charge.

.- You have 14 days from the date of receipt of the product.

For this you can:

  1. a) Send us an email: [email protected]
    b) Fill in this form and send it directly to us.

  2. After informing us that you wish to desist, you have 14 days to send us products. Carefully pack all parts of the returned product, add the completed withdrawal form and send the package to:
    KarmelRoss (Commercial *. *, CB)
    Calle Padre Villacastin, 1, OF. 101
    28280 El Escorial, Madrid, Spain.
    Do not forget to add the postscript: "DESIST + your order number".
    Please remember that we do not receive unpaid packages (postage due).

  3. If you cancel the purchase contract before the shipment is made or you are not yet in possession of the postage, your refund will include the value of the products + the cost of the cheapest shipping option in our online store.
    However, remember that in case of desist once in possession of the agency or means of carriage and / or to desist only part of your order, we will not refund any shipping cost. In this case, the refund will include the value of the returned products.

  4. We will send you a refund within 14 days from the time you receive your returned products. However, we do everything possible to send you money more quickly.

     

(Claim)

THE PRODUCT I HAVE PURCHASED HAS A DEFECT

Did you see a defect or failure? Let us know!

.- You have 7 days from the date of receipt of the product.

  • We will fix the product or if it is not possible, we will send you a new one!

  • Faults or defects caused by not following the rules of washing, ironing or use will not be respected.

  • Remember that in case you send us a defective product, it must be clean, without odors, stains, etc. In other cases, the complaint can not be investigated.

Below you can find the exact instructions what to do.

STEP BY STEP

     1.- Contact us and let us know about the defective product.

You can do this by:

  • a) By sending us an email: [email protected]

  • b) Fill in this form and send it directly to us.

​​​​​​​     2.- The defective products and the completed complaint form should be sent to:

KarmelRoss (Commercial *. *, CB)
Calle Padre Villacastin, 1, OF. 101
28280 El Escorial, Madrid, Spain.
Do not forget to add the postscript: "CLAIM + your order number".
Remember that shipping costs are at your expense, however, in case of a justified complaint, we will refund all shipping costs. Please remember that we do not receive unpaid packages (postage due).

     3.- Any information related to your complaint will be sent by email to the email address you provided on the Claim Form.

 

DETAILED INFORMATION ABOUT THE WITHDRAWAL POLICY

Remember that unsealed or opened products can not be returned. In any case, we will return them to your charge.
You have 14 days to withdraw from the Purchase Agreement without giving any reason. This time is counted from the moment of receiving or collecting the product. To cancel the Purchase Contract, you must inform us of your decision (sending us information by email). Do you need our contact information? Are here:
KarmelRoss (Commercial *. *, CB)
Calle Padre Villacastin, 1, OF. 101
28280 El Escorial, Madrid, Spain.
e-mail: [email protected]
You can also complete the withdrawal form, however, it is not mandatory. You can always send us any unequivocal statement that you report on the withdrawal of the Purchase Contract by email: [email protected]
In this case we will send you the confirmation of receipt of your message. Remember to inform us of your decision within 14 days from the date of receipt of the product.

 

RESULTS OF THE WITHDRAWAL OF THE AGREEMENT

In case we withdraw from the agreement, we will refund the value of the products purchased. . Your refund will be processed within 14 days from the time you receive your returned products and inform us of your withdrawal decision. We will refund your money in the same way as your payment method. You can always change it, for example, by giving us your bank account number (when completing the form). In any case, you do not support any costs in addition to the costs of returning the shipment.
Please send all products returned to:
KarmelRoss (Commercial *. *, CB)
Calle Padre Villacastin, 1, OF. 101
28280 El Escorial, Madrid, Spain.
Do not forget to add the postscript: "DESIST + your order number".
To send us the returned products, you have 14 days from the day you informed us of your return decision.
Remember that you bear the shipping costs. If you use the product in a different way than necessary to establish its characteristics of character and functionality, you are responsible for any degradation.

 

DETAILED INFORMATION ABOUT CLAIMS

Obligation to supply irreproachable and legal products.

In accordance with applicable law, the owner of the KarmelRoss online store is responsible for providing defect-free and legal products.

Complaint procedure

In case of defects you can:
a) require an adequate discount,
b) withdrawal of the purchase agreement,
c) Exchange the defective product in the same flawless item
d) demand the repair of the defect

​​​​​​​

We inform you that there are many different ways to resolve complaints or other matters, such as: arbitration, mediation and / or conciliation (Arbitration Board of National Consumption). The forms mentioned above are governed by the applicable Spanish legislation. You can also use other extrajudicial ways to resolve disputes that are available on the ODR website: http://ec.europa.eu/consumers/odr/.

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[email protected]Karmel Ross​​​​​​​

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