Return and withdrawal policy

In accordance with current legislation, products can be returned, for whatever reason, in a within 15 calendar days of receipt of the goods by the client, except for products which are made to order ex works. This means that you can return products with a delivery time of 2-3 days. In order to do so, the conditions set out on this conditions page must be met.

You can apply for it by sending an e-mail to our address info@prodos.es

Returns will not be accepted for the following products:

• The supply of goods made to order ( or those indicated with a delivery time of 10-15 days or longer).
• The provision of services, once the service has been fully performed, where performance has begun, with the prior express consent of the consumer and user and with his acknowledgement that he is aware that, once the contract has been fully performed by the entrepreneur, he will have lost his right of withdrawal.
• The supply of goods that are likely to deteriorate or expire quickly.
• The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.
• The supply of goods which after delivery and taking into account their nature have become inseparably mixed with other goods.

All goods must be returned in their original packaging with all accessories contained therein, in perfect condition and protected, avoiding stickers, seals or adhesive tapes directly on the surface or packaging of the item and unused. Otherwise ProDos reserves the right to refuse the return.

If the product is in good condition but the packaging (box, plastic or wrapping) in which the product is found is not in good condition, the return will not be accepted.

Once the return request has been made, you will receive instructions by email to send it to us at our premises. You must send the goods, without any delay, within 14 days of informing us of your wish to exercise your right of withdrawal.

You will be responsible for the transport costs incurred in returning the goods.

Once the goods have been received and it has been checked that they comply with the Returns and Cancellation Policy, the amount of the returned material will be refunded, if applicable, using the same means of payment with which the purchase was made, within a maximum period of 14 days.

If the return does not proceed, you will have the material at your disposal to collect it within 30 calendar days. After these days, if the material has not been collected, a storage fee of €5 per day (including VAT) will be charged.

To request the return of a product, you must notify us at the following e-mail address info@prodos.esPlease include in the email all the details of the order and the product you wish to return.

The Returns Department will receive your request and will inform you by email of the procedure to follow. Remember that you must comply with the above conditions.

Products purchased by private customers are guaranteed for 3 years in accordance with Royal Decree Law 7/2021 of 27 April from the time of delivery, covering possible manufacturing defects in the product. In the case of professional customers, the guarantee will be limited to 6 months.

The user must inform ProDos of the non-conformity within two months of becoming aware of it.

The private purchaser has a 3 year warranty (6 months for the professional purchaser), which will come into force on the date of purchase as detailed on the sales invoice. ProDos is not liable for damage caused by unprofessional installation, products modified or tampered with by the customer or any other person not authorised by the manufacturer; as well as for improper use, tampering and/or short circuits, apparent signs of incorrect treatment. The product to be repaired or replaced must always correspond to the one sent by ProDos, enclosing the delivery note and/or invoice. In the event of a product being repaired, the customer may arrange for the repair to be carried out directly, by processing it and sending it to us. To do so, the customer must contact ProDos and request the necessary instructions. It is important that returns to technical support are perfectly packed and protected, without stickers or labels on the packaging and original protections. If the product arrives at ProDos facilities with damage attributable to poor packaging or protection, the repair may not be covered by the warranty. If the original packaging is not available, the customer must use a sturdy box of sufficient size to allow the equipment to be inserted loosely; it is recommended that the customer insert sufficient protective material (bubble wrap, paper bags, foam, etc.) under, on and around the product in order to prevent any movement of the product inside the packaging.

Consumable products, defects caused by improper use or handling, connection to the mains other than that specified, incorrect installation or defects resulting from any external cause are excluded from the guarantees.

To find out how to deal with problems or faults with a product, please contact ProDos Customer Service on 618513442 or, preferably, by e-mail at the following address info@prodos.es.

To avoid problems with the installation or operation of the purchased product, make sure that you have followed the installation and operating instructions contained in the user manuals. If, even so, the purchased product does not work properly, you should immediately contact the manufacturer's customer service and technical assistance services, or the representative or distributor, as the case may be.

The technical services will usually require you to provide them with the following data:

• Invoice of purchase.
• Make and model identification.
• Serial number.

The warranty does not cover damage caused by external factors such as power surges or dips, atmospheric phenomena, fire, water, abnormal use of the product, accidental drops or incorrect use by individuals or companies not authorised by ProDos, nor does it cover wear and tear due to hours or hours of misuse or negligence before or during use, as well as faults caused by incorrect installation or incorrect handling and storage. ProDos reserves the right to have each returned product examined by independent specialists, and the warranty is exempted if it is proven that the breakage or damage was caused by the customer, as well as the partial breakage of the product to force the use of the warranty for the return or refund of the product; in these cases, the costs of the expertise will be borne by the customer. ProDos is not obliged to compensate the customer or third parties for the consequences of the use of the product, be it direct or indirect damage, accidents suffered by persons, damage to property other than the product, loss of profit or loss of earnings.

If the guarantee does not apply, you will have the material at your disposal for collection within 30 calendar days. After these days, if you have not removed the equipment, a storage fee of €5 per day (including VAT) will be charged.

ProDos does not exchange items. If you wish, you can request the return of the unwanted product, complying with the conditions of the Return and Withdrawal Policy, and place a new order for the desired item.