Return policy

General Policy

As per our return policy, customers have a period of up to 14 days starting from the date of receipt to initiate a return for any product purchased from our store, granted that they find themselves unsatisfied with the purchase. However, this is conditioned upon the product being in its original, unaltered state, encompassing the maintenance of all accompanying materials, labels, and the original packaging intact.

To kickstart the return process, it is mandatory to reach out to us at order@ecell.es. Please include your name and order number, alongside a detailed explanation stating your intention to return the product. Once we receive your communication, we will conduct a meticulous evaluation of the case and respond with tailored return instructions and an official approval, if deemed appropriate.

Be advised that we hold the right to reject any unauthorized or improperly identified returns. Subsequently, upon receipt and positive outcome of the thorough inspection of the returned item, eCell will facilitate a refund process which could result either in a credit to your account or the issuance of a voucher for future purchases, at our discretion. It is pertinent to note that shipping costs are non-refundable, as delineated in Article 107(2) of Royal Decree-Law General for the Defense of Consumers and Users (RDLGDCU) 1/2007.

This process is aligned with maintaining transparency and adherence to the standards established in Spanish jurisdiction, safeguarding both the interests of the consumer and the seller. 

Initiating the Return Process

To initiate the return process, it is essential that you reach out to us by sending an email to order@ecell.es, clearly stipulating your intention to return the product and outlining the reasons for the said return. It is vital that you include all pertinent information regarding your order and delivery details in this email. This information will enable us to process your request more efficiently and without unnecessary delays. By providing these details from the outset, you facilitate a smoother transaction, allowing us to assess your case with all necessary information at hand. We appreciate your cooperation in this process, as it helps us to uphold our commitment to customer service excellence.

Return Requirements

1. The product must be returned in its original state, free from any signs of usage or wear, aside from the necessary opening to inspect the item. It is crucial that the original packaging and labeling remain undamaged and intact.
2. For the protection of the product, it needs to be packed securely within a sturdy protective box to minimize any risk of damage during transit. This precaution ensures the product reaches our facility in an unaltered condition, which is a prerequisite for the approval of the return process.
3. Please include a copy of the delivery slip inside the package. 

Upon receipt, we will carry out a meticulous inspection of the returned item. Following this, we will communicate to you whether you are eligible for a refund. It’s important to underline that only the cost of the item(s) will be subject to a refund. Costs associated with shipping, handling, and packaging will not be covered in the refund.

In cases where the return is approved, the refund will be initiated promptly and completed within a period of 30 days from the date of the return approval. The refund will be credited using the same payment method utilized during the initial transaction. Please be advised that the customer will bear both the costs and risks associated with returning the products to us, as outlined by Spanish jurisdiction and regulatory policies.

By adhering to these guidelines, we aim to maintain a transparent and mutually respectful transaction process, aligned with the stipulated regulations governing commercial transactions within the Spanish jurisdiction.

Returns of Defective Products

In the unfortunate event that you receive a product that does not adhere to the stipulated contract terms at the time of delivery, it is of utmost importance to report this issue to us without delay. We kindly request you to reach out to us at order@ecell.es, providing a detailed description of the observed defect or damage, complemented by clear photographs that substantiate your claim.

Upon receiving the merchandise in question for review, we will undertake a thorough and meticulous assessment of the product. Following this evaluation, we will communicate to you through email, typically within a reasonable timeframe, whether the product is eligible for return or replacement in accordance with the prevailing regulations within the Spanish jurisdiction. Please note that such processes will be initiated promptly, with the objective to be completed within a maximum period of 30 days from the date we send an email confirming the eligibility of the return or replacement of the non-conforming item.

In scenarios where a product replacement is unfeasible, rest assured that we will facilitate a full refund process for items verified as genuinely defective or damaged. This refund will encompass both the initial delivery charges and the return shipping costs and will be processed using the same payment method utilized during the original transaction.

It is important to highlight that partial returns and cancellations will only give rise to partial refunds, reflecting the total value of the complete order. It is imperative to understand that transportation, refund processing, and gift packaging charges are non-refundable in cases of partial returns.

Should you have further inquiries or require clarification on this matter, we are always here to assist you. Feel free to contact us at info@ecell.es, and we will address your concerns at the earliest convenience.

We appreciate your understanding and cooperation in adhering to these guidelines, which are designed to ensure a transparent and harmonious transaction process in line with the legal framework governing commercial engagements in Spain.