Terms and conditions for returns

To make any return it is necessary to have a return authorisation number associated with the order, which must appear on the label of the package to be returned. To do this please contact customer service online sales by filling out the contact form.

You have 14 days to return the item as from its delivery. The product must be in the same condition in which it was delivered, unused, with its original packaging (without having unpacked it) and original labels, including the corresponding manuals and original accessories if any. The customer is responsible for covering the return shipping costs.

Return shipping costs if the product weighs 15 kilos or less.

If the product weighs 15 kilos or less, the return costs for returns from Spain Peninsular, Balearic Islands and Portugal Mainland are 9.99€ (VAT included).

Return shipping costs if the product weighs more than 15 kilos or bulky goods

If the product weighs more than 15 kilos or is a bulky product, the return costs for returns from Spain Peninsular, Balearic Islands and Portugal Mainland are 30€ (VAT included).

To return an item, follow the instructions below:

  • Contact our online sales customer service by sending filling out the contact form.
  • You will receive an email indicating a return authorisation number. You should cut out the rectangular box containing the return number and stick it in a prominent place on the outside of the box.
  • Once the item is received at XUNZEL and its condition is confirmed, the price will be refunded.

Items manufactured to order are not subject to return.

Cancelling an order

Total or partial cancellations of an order can only be accepted after prior agreement and agreement to compensate XUNZEL ENERGY S.L. for all expenses incurred. In case of partial cancellation, XUNZEL ENERGY S.L. reserves the right to invoice any difference in the selling price applicable to the amount delivered at the time of cancellation.

Items manufactured to order are not subject to cancellation.

Items damaged in transit

If you find on receiving your order that the packaging is damaged in any way, do not accept the order, please indicate the problem on the delivery note provided by the carrier (e.g. “package damaged”), and do not open the package; and immediately report the incident to our customer service team by emailing us at online.eu@xunzel.com

If the wrong item is delivered

If you receive an item that you did not order, please email us at online.eu@xunzel.com.

Exchanging a product

Products can only be returned in exchange for a refund. If you need alternative products, you must place a new order.