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Returns
At EscaciMat, we want you to buy with confidence. If you need to return a product, here we explain clearly how to do it and which steps to follow.
You have 30 days to request the return of your order.
How to request a return
If you want to return a product purchased from our shop, email us at tienda@escacimat.com indicating your order number, the product you want to return and the reason for the return.
We will review your request and tell you the steps to follow. Please do not send the product before contacting us, so that we can manage the return correctly.
Once we receive the product and check that it is in good condition, we will issue the corresponding refund.
Return period
At EscaciMat, we offer a 30-day period to request the return of your order, provided that the product is in good condition, has not been misused and includes its original packaging when applicable.
This period is intended to give you enough time to review your purchase calmly and contact us if the product does not suit your needs.
If the product arrives defective or incorrect
If the product received is defective, damaged or does not correspond to the product ordered, please contact us as soon as possible.
In these cases, we will review the issue and offer you a solution: product replacement, collection, repair, new shipment or refund, as appropriate.
If the error or defect is EscaciMat’s responsibility, the return or replacement costs will be covered by us.
If you want to return the product for other reasons
If the product is not defective, but you want to return it because it does not suit your needs, you can request a return within the indicated period.
In this case, the product must be returned in good condition, without misuse, complete and with its original packaging when applicable.
Return costs will be paid by the customer, unless EscaciMat states otherwise. We can also help you arrange collection with a courier; in that case, the collection cost may be deducted from the refund amount.
Personalised or made-to-order products
Personalised products, products modified at the customer’s request or made-to-order products may have special return conditions.
If you have any doubts before purchasing a personalised product, please contact us beforehand to confirm the applicable conditions.
Returns of financed purchases
If you have requested financing for your purchase, the return may require additional procedures related to the financing.
In this case, email us at tienda@escacimat.com indicating your order number and we will inform you of the necessary steps.
If it is necessary to complete a withdrawal form or additional documentation, we will tell you how to do it.
Refund
The refund will be made once the returned product has been received and checked. The refund will be issued using the same payment method used for the purchase, unless another method is agreed.
The refunded amount may deduct collection or return costs when these are the customer’s responsibility and have been managed by EscaciMat.
Product warranty
Products sold by EscaciMat include the corresponding legal warranty. For electronic products, such as digital chess clocks or electronic boards, we will review each issue to offer you the appropriate solution.
In order to manage a warranty claim, it is important to keep your proof of purchase and contact us explaining the problem detected.
Do you need to manage a return?
Write to us indicating your order number, the product you want to return and the reason. We will reply with the steps to follow.
Email: tienda@escacimat.com
Phone / WhatsApp: 663 296 015