Returns and Refunds Policy
If you are not satisfied with your purchase from JENDER IBÉRICA 2006 S.L., please contact us by email at info@jender.es or by phone on 965463436, asking for the Sales Department*, to request a materials return authorisation within 30 days of receiving the product. The product must be returned to JENDER Ibérica 2006 S.L., at Calle Almansa 2 – 2ª plta., Pol. Ind Carrús, 03206 Elche (Alicante), within 15 days from the issue of the return confirmation. Boxed products must be returned in their original packaging, including all accessories, manuals, documentation and the registration certificate that were sent with the product.
If the item is returned unopened and in its original box, you will be offered an exchange or refund using the same payment method you originally chose (or, in some cases, a bank transfer to settle any difference in amounts), excluding shipping costs, unless the item does not work as it should or does not match what was purchased.
If the customer requests a return or exchange because the item is not the desired one, the customer will bear the cost of returning the product. In the case of an exchange, the cost of shipping the new delivery will also be added. In these cases, we will inform you as soon as possible about the entire return/exchange process.
How can I request a refund?
Within 30 days of receiving your product:
Contact the Sales Department (info@jender.es | Phone 965463436) to request the return and receive an email with the materials return authorisation and simple return instructions.
If you received a product in a box, send the product unopened to JENDER Ibérica 2006 S.L.; if you open it and it does not meet expectations, place it back in the box and seal it as you received it.
The refund* will be processed within 10 days after JENDER Ibérica receives the product and confirms that it is in perfect condition and includes all documentation, etc., that was included in the original order.
If the product does not meet your expectations and you wish to return it, the customer will bear the shipping costs of the package, notifying our Sales Department so that the return can be arranged with our transport agency. Once received, we will proceed with the inspection and contact you to arrange a possible exchange or refund of the amount*
* Returns: JENDER does not accept returns of products that are in poor condition, have been used, are incomplete, or have damage to their original packaging (it must include the accessories, manuals, documentation and registration certificate that were sent with the product, as well as the original packaging in perfect condition). In such cases, we will contact you to notify you. Likewise, returns are not accepted after 15 days from the delivery date.
Items made to measure or cut to size for the customer, such as hoses (this is stated in the product description), are not eligible for return except in the event of an error on our part or a manufacturing defect.
Defective items
If any item in your purchase has a manufacturing defect or has been damaged in transit, please contact the Sales Department (info@jender.es or by phone on 965463436) within 24 to 48 hours to request the return and receive an email with the materials return authorisation, and we will arrange a new shipment of the product as soon as possible, unless the product is out of stock; in that case, after requesting it from the factory, we will inform you of the approximate delivery time for the new order. In this case, our transport agency will collect the defective product and deliver the new one. If you do not want a replacement shipment, please let us know and we will send you an email with the return instructions.
*SALES DEPARTMENT HOURS: MONDAY TO FRIDAY FROM 8:30 TO 13:30 AND FROM 15:30 TO 19:00.
The terms of the Returns and Refunds Policy are subject to change without prior notice.
SHIPPING
How long will my order take to arrive?
The delivery time for orders is 24–72 business hours from when the order is placed (only for mainland shipments, including mainland Portugal and the Balearic Islands; the Canary Islands, Ceuta and Melilla are excluded), using the transport agency stipulated by JENDER Ibérica 2006 S.L. If, for any reason, the order has to be delayed, we will contact you (by phone or email) to inform you as soon as possible and provide an approximate delivery time.
| Shipping to the Balearic Islands |
Shipments to the Balearic Islands include both major and minor islands within 48–72 hours, provided that the order or item does not exceed 40 kg in weight, the sum of the three sides does not exceed 2.50 m, and no single side exceeds 1.5 m. If the system allows the purchase by mistake and any of these three conditions are met, we will contact you to inform you of the issue and assess the increase in shipping costs. Likewise, if the system does not allow it, the option to request a quote is provided in the same cart; otherwise, we recommend contacting our sales department and we will provide a final quote including shipping. If you are reading this as a company, we have special prices for you.
| Shipping to the Canary Islands, Ceuta and Melilla |
Due to shipping costs, our website does not allow direct sales to these regions; however, we offer our customers the option of receiving a personalised quote, whether you are an individual or a company.
| Shipping to mainland Portugal |
Shipping time to Portugal is 24–48 hours from when the order is placed (excluding the islands), using the transport agency stipulated by JENDER Ibérica 2006 S.L., provided that the order or item does not exceed 40 kg in weight, the sum of the three sides does not exceed 2.50 m, and no single side exceeds 1.5 m. If the system allows the purchase by mistake and any of these three conditions are met, we will contact you to inform you of the issue and assess the increase in shipping costs. Likewise, if the system does not allow it, the option to request a quote is provided in the same cart; otherwise, we recommend contacting our sales department and we will provide a final quote including shipping. If you are reading this as a company, we have special prices for you.
Once the order has been placed, no changes to the shipping address are permitted, unless the customer bears the costs and it is expressly accepted by both parties.
What is the shipping cost?
Shipping costs are not included in the price of the items. They will be itemised in your purchase summary. Costs will be calculated depending on the destination, volume and weight of the items.
Can I request shipment of an order outside Spain?
This option is not available at the moment. However, you can contact us at info@jender.es and we will look for the best way to get your order to you.
What happens if I am not at the address I provided when the courier delivers the order?
After a first delivery attempt, the carrier will leave you a notice so that you can contact them and arrange a new delivery date. This delivery can be made to the shipping address you provided or to one of the carrier’s offices.
What should I do if my order does not arrive?
If, after 5 business days from the confirmation of your order, you have not received it, please contact us by email at info@jender.es or by phone on 965463436.
