Returns Due to Manufacturing Defects
All products offered are original, with a manufacturer’s warranty and free of defects, covered by legally recognized warranty periods.
The consumer and user may return to SERGIALEX, at no cost, any product that is defective or does not match the description provided, within a period of three (3) years from the date of receipt. If the defect appears after two (2) years from delivery, the User must demonstrate to the manufacturer or seller that the defect, fault, or non-conformity already existed at the time of delivery. The consumer must notify SERGIALEX through the CONTACT channel provided for this purpose, specifying the defective product(s), attaching photographs and other evidence that demonstrate the defects or non-conformities, along with a detailed description of the defects observed, the purchase order, and any additional documentation to identify the purchase.
Once SERGIALEX has received the notification from the consumer and user and has analyzed the issue through its Quality Department, it will inform the consumer as soon as possible whether the return is appropriate, objectively considering the nature of the product or the type of defect or non-conformity. If the return is approved, SERGIALEX will instruct the consumer on how to send the defective product to its warehouses at the following address: Calle Puig-Oriol 10, Urb. Can Falguera, 08184, Palau-Solità i Plegamans (Barcelona), Spain.
However, SERGIALEX will not accept any products returned without following the detailed process above.
Each product to be returned must be unused or, if the defect was discovered after normal use, in the best possible condition. It must also be returned with all original tags, packaging, documentation, and accessories. Failure to do so may result in SERGIALEX, particularly its Quality Department, objectively assessing whether the product is defective based on its nature and the defect or non-conformity.
If the product is non-conforming to the contract, the User may choose between repair or replacement, unless one of these options is objectively impossible or disproportionate. Once the User has communicated their choice to SERGIALEX, both parties must adhere to it. If repair is chosen but does not resolve the issue, the User may then request replacement unless it is disproportionate, in which case a price reduction or contract cancellation may apply.
SERGIALEX informs consumers that, due to the nature of its products, repair is generally not feasible as it may be disproportionate. In cases where repair is possible based on the specific characteristics of the product and defect, the consumer will be explicitly informed and given the choice between replacement or repair.
Accordingly, the consumer may replace the defective product with another of identical characteristics at no cost. If replacement with an identical product is not possible, the consumer will be offered the option to select a similar new model.
Delivery of the identical or replacement product will be made within three (3) to five (5) business days from the date SERGIALEX confirms the replacement or shipment of the new model.
If repair is not feasible and product replacement does not comply with the contract, the consumer may opt to cancel the contract.
SERGIALEX informs consumers that the refund period for amounts paid will depend on the payment method used when purchasing the product:
- For payments made via credit/debit card, SERGIALEX will refund the amount within fourteen (14) calendar days of the consumer’s decision to cancel the contract.
- For payments made via PayPal, SERGIALEX will refund the amount within twenty-four (24) to forty-eight (48) business hours from the consumer’s decision to cancel the contract.
Right of Withdrawal
Consumers have the right to withdraw from their order placed remotely without providing a reason, within fourteen (14) calendar days from the correct receipt of the product. Consumers may return the entire order or, if preferred, return any product(s) from the order, without penalty or the need to provide reasons.
The consumer must bear the direct cost of returning the product(s) to SERGIALEX, whether returning the entire order or only specific items.
To formalize the return, the consumer must contact SERGIALEX at www.sergialex.com/pages/contact. Once the request is received, SERGIALEX will provide instructions for sending the product to its offices or warehouses.
The return address is: Calle Puig-Oriol 10, Urb. Can Falguera, 08184, Palau-Solità i Plegamans (Barcelona), Spain.
SERGIALEX is not responsible for the courier company hired by the consumer for the return. Consumers are advised to obtain a delivery receipt from the courier as proof of delivery. SERGIALEX is not responsible for deliveries made to an incorrect address.
Returned products must be in perfect condition with all original tags, packaging, documentation, and accessories. If the product is damaged or incomplete, the consumer accepts that the product may be depreciated or that SERGIALEX may reject the right of withdrawal.
Once SERGIALEX verifies that the product is in optimal condition, it will refund the total amounts paid by the consumer.
If the consumer returns the entire order, SERGIALEX will refund the total amount paid, including delivery charges. However, if only some products are returned, delivery charges will not be refunded.
Refund timelines:
- For payments made via credit/debit card, SERGIALEX will refund the amount within fourteen (14) calendar days of the withdrawal notification.
- For payments made via PayPal, SERGIALEX will refund the amount within twenty-four (24) to forty-eight (48) business hours.
In any case, SERGIALEX will refund amounts paid as soon as possible and within fourteen (14) calendar days of the consumer’s withdrawal notification.
In the case of promotions involving multiple products (e.g., 2×1, 3×2), withdrawal rights apply to all products included in the promotion.
Withdrawal does not apply to products customized or made to the consumer’s specifications as per Article 103.c) of Royal Legislative Decree 1/2007 of November 16.
Product Exchange Policy
SERGIALEX does not permit exchanges between purchased products and other products offered on the Website.
If the User wishes to exchange a product, they must exercise their right of withdrawal and subsequently purchase the desired product.
Withdrawal Form Template
(Complete and send this form only if you wish to withdraw from the contract.)
To [insert date]
[Consumer’s Name], residing at […].
To the attention of SERGIALEX.SCP, with CIF J66129222, located at Calle Puig-Oriol 10, Urb. Can Falguera, C.P. 08184, Palau-Solità i Plegamans (Barcelona), email: contact@sergialex.com:
I hereby notify you of my withdrawal from the sales contract for the following item(s): […], ordered on/received on […] and delivered to the address […].
Consumer’s signature (only if submitted on paper).
