RETURNS & EXCHANGES

 

1 – RETURNS

At Arenaa, we want you to be completely satisfied with your order. Therefore, you’ll find that as long as the obvious requirements are met, ALL RETURNS are FREE (except for shipping costs from your address to Arenaa)

You have a maximum of 14 calendar days from the date of receipt until the items are returned to Arenaa to return any product according to the instructions, and each item must be in perfect condition. Please notify us of your intention to return an item at orders@arenaa.es

Once we receive the return and verify that everything is in order, we will process the corresponding refund. You will be notified via email.

You can also visit our store located at c/ Sorní 22, 1º in Valencia to make your return with no shipping charges.

** International exchanges and/or returns must be arranged by the customer, from their home address to Arenaa. You must notify us in advance by emailing orders@arenaa.es

WE DO NOT ACCEPT RETURNS OF CUSTOM DESIGNS.

  • Returns because you don’t like the item:

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

Send an email to orders@arenaa.es with the subject line “RETURN,” explaining the reason for your return and providing your first and last name, order number, email address, model number, and the name of the cardholder.

Arenaa will arrange for its shipping carrier to pick up your package at the address of your choice.

For palletized shipments, we strongly recommend that you do not destroy or discard the original packaging before checking the condition of the merchandise, since if a return is necessary, it must be made using the original packaging and placed on the pallet on which it was shipped, to ensure that the product reaches us in proper condition. Otherwise, we will not be able to issue a refund if the products arrive damaged or unusable.

The cost of return shipping is the same as the shipping fee you paid when you purchased the product, so you will not be charged for it. If you use another shipping carrier, you will be responsible for the costs. 

Once we receive the package and verify that it is in perfect condition, we will issue a full refund, 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 with shipping charges applied and will not issue a refund.

We will process the refund for your return within 30 calendar days. If you paid via cash on delivery, you must provide a bank account number to which we can issue the refund. If you paid via PayPal or credit card, the refund will be issued through the same method.

** International exchanges and/or returns must be arranged by the customer, from their address to Arenaa. You must notify us in advance by emailing orders@arenaa.es

  • The product is incorrect, defective, or was damaged during shipping:

We take great care to ensure that all our items and shipments are in perfect condition. If, despite this, you receive an incorrect or defective item, please contact us immediately at orders@arenaa.es. Before using the product, verify that the color, size, model, etc., match your order. If there is any discrepancy, please file a claim immediately, before opening the seal or the packaging.
If the product has been damaged during shipping, you must notify us within 7 days of receiving the merchandise and note the issue on the carrier’s delivery receipt.
Products must be returned in a manner that protects them as well as possible to prevent further damage during return shipping. Arenaa provides the buyer with our shipping carrier to pick up the merchandise, completely free of charge. If you wish to return the merchandise using a different shipping carrier, you must cover the shipping costs.

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

In accordance with the provisions of the Consumer Protection Law, you have the right of withdrawal, under which you may return the product.
You must exercise this right of withdrawal within a maximum of 14 calendar days from the date of receipt. You must notify us of your decision to withdraw from the purchase via email at pedidos@orders@arenaa.es.
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 issue a partial refund, in which case you will be notified.
The purchase amount will be refunded once the condition of the merchandise has been verified, via the same payment method used for the purchase, and in any case, within a maximum of 14 calendar days from the verified receipt of the withdrawal request, provided that Arenaa arranges for the pickup of the item. If you return the item via a shipping carrier of your choice, the 14-day period will begin to run from the time Arenaa is actually notified of the shipment of the merchandise or, failing that, from the time of its receipt.

Return shipping costs resulting from the exercise of the right of withdrawal will be completely FREE if the buyer chooses our shipping carrier. The product will be picked up at your home within a specified time window, 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 brand.

  • If you haven’t received your order yet:

If you haven’t received your order yet and wish to cancel or modify it, simply let us know the changes you’d like to make within 7 calendar days; there will be no charge if your order has not yet been processed.

Contact for returns:

Email: orders@arenaa.es

2 – FREE EXCHANGES

At Arenaa, we want to give you complete peace of mind, which is why product exchanges are FREE (with no shipping or other fees). You have 7 calendar days from the date you receive your order. To request an exchange, please follow these steps:

Send an email with the subject line “EXCHANGE” as soon as possible within 7 days to orders@arenaa.es. Once we contact you, we’ll arrange to pick up the item to be exchanged as soon as possible.

The item must be wrapped in its original packaging to ensure it’s protected and must not have any defects.

Finally, Arenaa will notify you via email once we’ve received the item to be exchanged, along with an assessment of its condition and confirmation of the exchange, subject to availability. For subsequent exchanges, please notify us in advance at orders@arenaa.es. If there is a price difference between the exchanged items, a refund will be issued via the same payment method you used for your purchase.

** International exchanges and/or returns must be arranged by the customer, from their address to Arenaa. You must notify us in advance by emailing orders@arenaa.es

3 – WARRANTIES

All our products are covered by a nationwide warranty against manufacturing defects for 2 years from the date of purchase. The warranty does not cover damage caused by misuse or normal wear and tear.
In the event of a defective product, we may, as appropriate, repair, replace, offer a price reduction, or terminate the contract; these actions will be provided free of charge to 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 notify us of the lack of conformity within two months of becoming aware of it.
Unless proven otherwise, the products will be deemed to conform to the contract provided they meet all of the following requirements:
a) They conform to the description provided and possess the qualities of the product we have presented to the consumer and user in the form of a sample or model.
b) They are suitable for the uses for which similar products are ordinarily intended.
c) They possess the quality and performance typical of a product of the same type that the consumer and user can reasonably expect, given the nature of the product.

4 – DISPUTE RESOLUTION

As required by new European regulations, we inform users of the existence of a European online dispute resolution platform for online transactions. Thus, for the resolution of consumer disputes (in accordance with Article 14.1 of Regulation (EU) No. 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

5 – INTERNATIONAL EXCHANGES AND RETURNS

Arenaa ships to the following countries: Portugal, Belgium, Switzerland, Germany, Denmark, France, the United Kingdom, Italy, Ireland, Sweden, and the Netherlands.

For shipments to Portugal, Belgium, Switzerland, Germany, Denmark, France, the United Kingdom, Italy, Ireland, Sweden, and the Netherlands, exchanges and returns are handled as follows:

** International exchanges and/or returns must be arranged by the customer, from their home address to Arenaa. You must notify us in advance by emailing orders@arenaa.es