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Hassle-free return
The steps for the return are as simple as possible.
Do you want to return your order or any of the items?
If you have received the package and the product does not fulfill the functions you want, do not worry, you have up to 14 calendar days from the date of receipt to withdraw or return your product (s). We will return the total value of the returned products.
Check the merchandise upon receipt
Upon receiving the package you must ensure that externally it is in good condition and shows no signs of having received any blow. If so, you must reject the shipment reflecting the incidence in the delivery note of the carrier and notify us to the email secondhand@mercanautic.com in the following 24 hours.
Once your order is opened, check that the merchandise does not present any anomaly. In the event that you submit it, notify us at the email secondhand@mercanautic.com within the next 24 hours.
If you detect a defect in the operation of the article or think that it does not correspond to what is reflected in its description, you have 14 calendar days from the reception of this to proceed with its return.
How to make your return
Let us know
Send us a notification to the email secondhand@mercanautic.com indicating the order number, the article reference and the reason for the return, explaining what is not working, what is defective, or the reason for wanting to return it.
In the event that the product is defective to speed up the procedures, we recommend that you record a small video from your mobile where the problems of the product are appreciated, you can easily send it to us by WhatsApp at +34 692 666 238 or by email at secondhand @ mercanautic .com, in this way we will speed up the process and we can confirm if the product is defective or if some instructions are missing from the manual.
Ask for the return
Once you confirm that you want a return, follow these steps:
Access the "Order History" section of your account on the web.
Click on the "Data-Request again" section.
Within your order history, select the order containing the item you want to return, by clicking on "Details".
Select the product (s) you want to return by checking the check box next to it.
Add the amount you need to return (in case more than one product must be returned).
Add an explanation, so that we fully understand the reason for the return of the product / s.
Click "Request a refund".
Prepare the package
Insert the item in its original box, if any, and this in turn in a sufficiently protected envelope or box, similar to how you received it.
Send it
If the product is defective, we will send you a label that you will have to stick on the package to be sent, so the shipping will be free and you will not have to specify any address and all the necessary information comes on the label that we send you.
In the event that it is a refund for withdrawal during the first 14 calendar days, these transport costs will be borne by you. You simply take the package to the carrier of your choice with the information we will send you.
Once the merchandise has been received, and after checking the state of the merchandise, we will proceed to reimburse its amount, in accordance with the method of payment you made and, in any case, within a period not exceeding 14 calendar days from receipt of the returned merchandise.
Product status
The product must be unused, unmounted and in perfect condition. Including accessories, documentation and original packaging, otherwise the property will suffer a depreciation. In accordance with the exceptions to the Right of Withdrawal regulated in RDL 1/2007, the return of those products configured to measure (personalized) will not be accepted.
The client is responsible for the decrease in value of the goods resulting from a manipulation other than that necessary to establish the nature, characteristics and operation of the goods. You will only be responsible for the decrease in value of the goods resulting from manipulation other than that necessary to establish the nature, characteristics and operation of the goods.
Information about our online purchasing service
If you want information about the purchase process, or if you want to know the status of your order, call us at +34 971 703 646 during business hours of our store or write us an email at secondhand@mercanautic.com.