RETURNS & EXCHANGES

1 – RETURNS

At Arenaa we want you to feel super satisfied with your order. Therefore, you will notice that if the obvious requirements are met, ALL RETURNS are FREE (except shipping costs)

You have a maximum period of 14 calendar days from receipt to arrival back at Arenaa to return any product according to the instructions, each of them must be in perfect condition. Notify your wish to return to pedidos@arenaa.es

You can also come to our space located at c/ Sorní 22, 1º de Valencia to make your return without shipping costs.

WE DO NOT ACCEPT THE RETURN OF A CUSTOM DESIGN.

• return because you don't like it:

We don't want you to be left with anything you don't like, so you can return an item if it doesn't meet your expectations.

Send an email to pedidos@arenaa.es with the subject RETURN explaining the reason for your return and indicating your name and surname, your order number, email, model, size and cardholder or account holder and number if you have paid cash on delivery.

Arenaa will provide you with its transport agency that will collect your package from the address you choose. The cost of return transport is the cost already paid for the shipment during the purchase of the product, so it will not have to be paid. If you use another transport agency, the costs will be at your expense. (We do not accept returns sent through Correos)

Once we have received the product and checked its perfect condition, we will refund the full amount, excluding shipping costs. If the product is not in perfect condition (it has been used or damaged), Arenaa will return the package to the customer at their expense and will not issue a refund.

We will refund the return within 30 calendar days. If you paid cash on delivery, you must provide an account number where the refund can be made. If you paid by Paypal or credit card, the refund will be made by the same means.

• The product is incorrect, has a defect or has been damaged during transport:

We take great care to ensure that all our items and shipments are in perfect condition. If, even so, you receive an incorrect or defective item, please contact us immediately at pedidos@arenaa.es or by calling us at 667 017 891. Before using the product, check that the colour, size, model, etc. match. If there is any anomaly, also make an immediate claim, before opening the seal or packaging.
If the product has been damaged during transport, it is essential that you notify us within 7 days of receiving the goods and that you note the incident on the carrier's delivery note.
The products must be returned in a protected manner, including them in a protective box or bag. Arenaa makes our transport company available to the buyer to collect the goods, free of charge. If you wish to return the goods with a different transport company, you must assume the cost of transport.

• Withdrawal (you do not accept the product and do not open it upon receipt):

In accordance with the provisions of the Consumer Protection Act, you have the Right of Withdrawal, under which you may return the product.
The exercise of this right of withdrawal must be carried out within a maximum period of 14 calendar days from receipt. You must notify us, via email pedidos@arenaa.es, of your decision to withdraw from the purchase made.
In order to exercise this right, the product must be in perfect condition and retain its original packaging: a sealed plastic bag and an unopened package. If the products do not arrive in perfect condition, Arenaa reserves the right to pay a lower amount for the refund, a circumstance that will be notified to you.
The refund of the purchase amount will be made once the condition of the goods has been verified, through the same payment method used in the purchase and, in any case, within a maximum of 14 calendar days from the reliable receipt of the withdrawal request, provided that Arenaa is the one who manages the collection of the item. If you made the payment by cash on delivery, you will have to provide us with an account number so that we can credit the amount of the refund. If you return the item through a transport company of your choice, the 14-day period will begin to run from the time Arenaa has effective knowledge of the shipment of the goods or, failing that, from the receipt of the same.
The return costs arising from the exercise of the right of withdrawal if the buyer chooses our transport company will be totally FREE . The product will be collected at the address within a set time slot, but at NO COST to the customer. In this way, Arenaa aims to be a leader in customer satisfaction since quality, convenience, reliability and speed in our purchasing process are fundamental to our firm.

• If you have not received your order yet:

If you have not yet received your order and you wish to cancel or modify it, you only have to inform us of the changes you wish to make within a maximum period of 7 calendar days, without this incurring any cost if your order has not yet been processed.

Contact for returns:
Phone : +34 667 017 891

Email : pedidos@arenaa.es
.

2 – FREE EXCHANGES

At Arenaa we want to give you the utmost confidence, which is why product exchanges are FREE (without any shipping or other costs). You have 7 calendar days from the date of receipt of the shipment. You can change the size, color or directly the item. To make the exchange you must follow the following process:

Send an email with the subject EXCHANGE as soon as possible within 7 days to our email pedidos@arenaa.es or call 667 017 891. Once we contact you, we will pick up the product to be exchanged as soon as possible.

The product must be wrapped in its original packaging to protect it and must not present any defects.

Finally, Arenaa will notify the reception of the product to be exchanged via email, along with a review of its condition and confirmation of the exchange based on availability. For second exchanges, please notify pedidos@arenaa.es in advance. If there is a price difference between the exchanged items, a refund will be made in the same payment method that you used for your purchase.

3 – WARRANTIES

All our products are guaranteed nationwide against manufacturing defects for 2 years from the date of purchase. The guarantee does not include defects caused by misuse or normal wear and tear.
In the event of a defective product, we may proceed, as appropriate, to repair, replace, reduce the price or terminate the contract, procedures that will be free for the consumer and user.
We will be liable for any lack of conformity that becomes apparent within two years of delivery. The consumer and user must inform us of the lack of conformity within two months of becoming aware of it.
Unless proven otherwise, the products shall be deemed to be in compliance with the contract provided that they meet all the requirements set out below:
a) They conform to the description provided and have the qualities of the product that we have presented to the consumer and user in the form of a sample or model.
b) They are suitable for the uses to which similar products are normally intended.
c) They present the usual quality and performance of a product of the same type that the consumer and user can reasonably expect, taking into account the nature of the product.

3 – CONFLICT RESOLUTION

As required by the new European regulations, we inform users of the existence of a European platform for dispute resolution for online contracts. Thus, for the resolution of consumer disputes (in accordance with Art. 14.1 of Regulation (EU) 524/2013), the European Commission provides an online dispute resolution platform that is available at the following link:
https://webgate.ec.europa.eu/odr/main/?event=main.home.show&lng=ES