RETURNS & EXCHANGES

1 – RETURNS

At Arenaa, we want you to be extremely satisfied with your order. Therefore, you'll 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, and each product must be in perfect condition. Notify us of your return request to pedidos@arenaa.es.

You can also come to our store located at C/ Sorní 22, 1º, Valencia, to return your item with no shipping costs.

WE DO NOT ACCEPT RETURNS ON CUSTOM DESIGNS.

  • return because you don't like it:

We don't want you to end up 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 full name, order number, email address, model, size, and cardholder name or account number if you paid cash on delivery.

Arenaa will provide its shipping agency to collect your package from your preferred address. The return shipping cost is the same as the shipping cost already paid for when you purchased the product, so you will not need to pay it. If you use another shipping agency, the costs will be at your expense. (We do not accept returns sent through the Post Office.)

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

We will refund your return within 30 calendar days. If you paid by cash on delivery, you must provide an account number to process the refund. If you paid by PayPal or credit card, the refund will be issued using the same method.

  • 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, however, 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, verify that the color, size, model, etc., matches the original. If there is any anomaly, please also file a claim immediately, 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 merchandise and note the incident on the carrier's delivery note.
Products must be returned in a protected manner, enclosing them in a protective box or bag. Arenaa provides our shipping company to collect the merchandise free of charge. If you wish to return the merchandise with a different shipping company, you must assume the cost of shipping.

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

In accordance with the Consumer Protection Act, you have the right to withdraw, which allows you to return the product.
This right of withdrawal must be exercised within a maximum of 14 calendar days from receipt. You must notify us by email at pedidos@arenaa.es of your decision to withdraw from the purchase.
To exercise this right, the product must be in perfect condition and retain its original packaging: sealed plastic bag and unopened package. If the products do not arrive in perfect condition, Arenaa reserves the right to refund a lower amount, which you will be notified of.
The refund of the purchase amount will be issued once the condition of the merchandise has been verified, using the same payment method used for the purchase and, in any case, within a maximum of 14 calendar days from receipt of the return request, provided that Arenaa handles the collection of the item. If you paid by cash on delivery, you will need to provide us with an account number so we can deposit the refund amount. If you return the item through a shipping company of your choice, the 14-day period will begin from the moment Arenaa has actual knowledge of the shipment of the merchandise or, failing that, from the moment it is received.
Return shipping costs arising from exercising the right of withdrawal if the buyer chooses our shipping company will be completely FREE . The product will be collected from the customer's home within a set time frame, but at NO COST to the customer. In this way, Arenaa aims to be a leader in customer satisfaction, as quality, convenience, reliability, and speed in our purchasing process are fundamental to our company.

  • If you have not received your order yet:

If you haven't received your order yet and wish to cancel or modify it, simply inform us of the changes you wish to make within a maximum of 7 calendar days. This will not incur any costs if your order has not yet been processed.

Contact for returns:
Telephone : +34 667 017 891

Email : pedidos@arenaa.es
.

2 – FREE CHANGES

At Arenaa, we want to offer the utmost confidence, which is why product exchanges are FREE (with no shipping or other costs). You have 7 calendar days from the date of receipt of the shipment. You can exchange the size, color, or the item itself. To exchange the product, follow the process below:

Please 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 you need exchanged as soon as possible.

The product must be wrapped in its original packaging for protection and must not have any defects.

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

3 – WARRANTIES

All our products are guaranteed nationwide against manufacturing defects for two years from the date of purchase. The warranty does not include damage caused by misuse or normal wear and tear.
In the case of a defective product, we may, as appropriate, repair, replace, reduce the price, or terminate the contract. These actions will be free of charge 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 any lack of conformity within two months of becoming aware of it.
Unless proven otherwise, products will be deemed to be in compliance with the contract provided they meet all of the following requirements:
a) They conform to the description made and possess 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 ordinarily intended.
c) They present the quality and performance that is typical of a product of the same type and that the consumer and user can reasonably expect, taking into account the nature of the product.

3 – CONFLICT RESOLUTION

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