Shipping Policy

Delivery Conditions

Orders will be shipped, once payment is confirmed, within the timeframe specified for each item, always counting business days.

General Delivery Conditions:

• The delivery commitment is curbside delivery
• For bulky or heavy items, please note that delivery trucks usually have only the driver
• It is the customer's responsibility to ensure the necessary means for unloading
• For special delivery services, contact us to study possibilities and costs

Delivery Times

These correspond to those specified in each product or service sheet. For products or services not available at the time of purchase, our Customer Service can provide availability information and delivery timeframe.

If you have ordered several products or services in the same order, please note that they may have different availability dates, in which case you could receive them on different dates.

Shipping Address

Orders will be delivered to the delivery address freely designated by the user. Therefore, the provider assumes no responsibility when the delivery of the product cannot be carried out due to false, inaccurate or incomplete data provided by the user or when delivery cannot be made for reasons beyond the shipping company assigned for such purpose, such as the absence of the recipient.

Order delivery schedule will be during regular business hours.

For service-related orders, the provider may carry out automated actions for generating and sending information related to service development through the contact means provided by the user, such as email.

Shipping Costs

Shipping Confirmation and Tracking

When your order is handed over to our carrier, we will send you shipping confirmation with the corresponding tracking number so you can track it through the carrier's website.

Delivery Damage

Products are delivered in secure packaging. If at the time of delivery it is visibly and clearly apparent, without needing to manipulate shipping or product packaging, that a product has defects caused by transport damage or an error in received merchandise is apparent in the same way, the customer must detail this fact in the receipt signed with the carrier and immediately contact our Customer Service line at incidencias@tualmacendelclima.com or by phone 623 541 934 within 24 hours following receipt, to initiate return of the affected product(s) and proceed with replacement by another in optimal conditions or make a refund of the price paid for it, as indicated in said email.

A delivery receipt without any damage notation equals a product with perfect packaging. Similarly, if damage is detected in the product once the package is opened while the packaging is in perfect condition, the customer has 24 hours from receipt to contact our Customer Service line at incidencias@tualmacendelclima.com.

Returns (Withdrawal) and Cancellation Policy

If you are not satisfied with any of our products upon receipt, you can return it and we will refund your amount.

Case 1: Order Cancellation

Once the order is confirmed, it will no longer be possible to modify or cancel it. However, in some cases through our customer service department, as long as the order has not yet been processed, modifications or cancellations may be made.

Case 2: Returns Attributable to TuAlmacendelClima

If the reason for return is attributable to us due to error, damaged shipment, lost, etc... it will have no cost to the customer. We take care of everything.

Case 3: Returns by Withdrawal

You have 14 calendar days from receipt to return products without need for justification, provided they are in the same condition as when you received them.

General Conditions for Accepting a Return:

To accept a return, the product must be sent postage paid and be in perfect condition and with all original content (corks, accessories, bags, cables, documentation, as well as complete original packaging without tears or adhesives). A copy of the invoice or delivery note must also be included in the shipment.

Detailed Requirements for Withdrawal Returns:

1. Product condition: The product must not have been used beyond mere verification of the goods
2. Usage conditions: Must be in perfect usage conditions
3. Original packaging: Must be in its original packaging. If not returned in original packaging, it will result in product depreciation estimated by our technicians
4. Complete accessories: You must return included accessories and manuals. Not returning them will result in depreciation
5. Shipping protection: You must return merchandise in a protected and secure manner. Avoid stickers, seals and adhesive tapes directly on the surface or packaging
6. Paid amounts: Amounts paid for the item(s) will be returned. We will not accept returns sent freight collect under any circumstances
7. Loose accessories: Loose accessories that are complements to other main base products will not be accepted
8. Transport costs: Transport costs originated by the return will be at your expense. You are free to choose and find the agency that best suits your needs
9. Request deadline: The return request must be submitted within a maximum of 14 calendar days from the moment of receipt
10. Documentation: Include a copy of the invoice in the shipping box, where the shipped products are marked

How to Prepare Your Collection Package?

1. Place the piece in the manufacturer's original box (the one with the product brand printed). The box must be in perfect condition!
2. Protect the manufacturer's box: corners with newspaper, bubble plastic or polystyrene
3. Finally, with plastic film around the box Don't leave the original box unprotected!
4. Send us the piece according to the option we have indicated
5. Ready! Once we have received and reviewed the product within the return period, we will indicate the next step

Returns NOT Admitted

We will not accept returns in the following cases:

• The manufacturer's box is deteriorated, broken, damaged or has materials on top
• The manufacturer's box has not been protected with film or some material that protects the box
• The specifications marked in the return terms and conditions have not been met
• Products that we do not usually distribute and have been ordered expressly for the customer

Return Management Options:

You can also ask us to take care of everything. In that case, we will deduct the return costs from your refund.

Products NOT Admitted for Return:

• Easily reproducible unsealed products (software)
• Specific products developed for the customer
• Custom-made products or services
• Personal hygiene products that have been used
• Products that have been installed or manipulated
• Products that we do not usually distribute and have been ordered expressly for the customer

Economic Conditions:

• Non-refundable expenses: Shipping and/or return costs and possible payment commissions by transfer or card are not refundable
• Free shipping: If the product has free shipping, the shipping price will be deducted from the amount to be returned according to product weight and current rate
• Promotional products: Complete return (complete pack or item + gift) will be mandatory to proceed with refund

Refund Process:

Once the merchandise is received and verified to be in perfect condition, the amount refund will be processed. We will return the payment received, including shipping costs, as long as you comply with all requirements.

Payment will always be made through the same payment method used by the customer or alternatively by bank transfer when the customer expressly requests it.

Steps to Follow

1. Contact us through email info@tualmacendelclima.com, by postal mail, through the contact form, or use the withdrawal form
2. Send the package or decide if you want us to take care of the process

What We Will Do at TUALMACENDELCLIMA

Once we receive the product or products, we will examine them carefully and, within a reasonable time, we will contact you indicating whether we accept the return or replacement. We may offer exchange, return or substitution and we will make it effective as soon as possible, and in any case, within 14 days following the date we send you an email confirming acceptance of the return.

Partial returns and/or cancellations will result in partial refunds of the amount paid for the order. Being a partial return, transport costs will not be returned. The return will be made to an account with the same holder where the holder is the person who placed the order or through credits or coupons to redeem in future purchases.

If you are the one making the goods return we will retain the refund according to whichever of the following conditions is met first: until we receive the goods or until you present proof of goods return as proof from the transport company.

Goods Reception

At TUALMACENDELCLIMA, we set the highest quality standards to offer you the best possible shopping experience when purchasing your equipment.

We care for every detail, from when you first enter our website until you receive the equipment at the address you have indicated.

To ensure service quality and offer you the most efficient management possible, we also provide you with a guide on how to act when receiving merchandise and in cases where there might be a breakdown in the purchased equipment.

Steps to Follow at Reception:

1. Verify that all packages corresponding to your order have been delivered
2. Verify good packaging condition
3. Open the packaging to verify that the content is in good condition
4. Complete the carrier's delivery bulletin, reporting any incident

Delivery Damage

If at the time of delivery it is visibly apparent that a product has defects caused by transport damage:

• Detail this fact in the receipt signed with the carrier
• Immediately contact incidencias@tualmacendelclima.com or 623 541 934
• Make the communication within 24 hours following receipt

Warranties and After-Sales

Manufacturer's Warranty

When purchasing any equipment with TuAlmacendelClima, you have:

• 2-year European warranty from the manufacturer on the purchased equipment
• Installation warranty provided by your certified installer

Warranty Conditions

Installation Restrictions

For systems with refrigerant exchange:

• Units must be installed by a qualified professional
• The professional must be self-employed or employed by a certified company
• The manufacturer's installation manual must be followed

Incident Management

Transport Incidents

Your shipment is insured through comprehensive risk insurance. To enforce transport warranty:

• Communicate the incident to the carrier at the time of delivery
• Leave record on the delivery note
• Send an email to incidencias@tualmacendelclima.com with documentation

Once the incident is detected and the carrier is properly informed, send us an email to incidencias@tualmacendelclima.com so we can manage and resolve your incident.

We will need you to attach the intervention request document. You can download the template through the following link: Download Form

Technical Equipment Incidents

Technical incidents may be due to:

• Manufacturing defect
• Installation error (more common)

Recommended Process:

1. Verify with your installer the installation status before contacting the manufacturer's official technical service or requesting technical assistance
2. Request a technical report of the installation detailing the problem and equipment status
3. Contact us attaching the report and photographs necessary for incident assessment
4. Warranty management as appropriate

Once you obtain these reports, we will need you to send them to us along with the warranty request document, as well as photos that may be necessary for incident assessment. Our incident service email is incidencias@tualmacendelclima.com and you can download the warranty request document through the following link: Download Warranty Form

*Equipment warranty can only be made effective when it can be demonstrated that installation has been performed by an accredited professional and the cause of the incident is motivated by an equipment defect

To process an incident for any of our products, fill out the data in the corresponding form. We will process your incident and provide a solution as soon as possible.

Frequently Asked Questions