Below, we will answer the most frequently asked questions regarding our customers' orders:
Can I modify or cancel an order I have already placed?
Yes. As long as the status of your order is not "Processing", "Shipped" or "Delivered".
Please note that if the material has already been cut, we will not be able to make any changes. We will therefore be obliged to send the product with the measurements you indicated at the beginning.
To cancel your order, you should contact our Customer Service Department as soon as possible. We provide you with two ways to do this: call 926 531 113 or write to email@example.com. Choose the method that is most convenient for you and indicate the reference of your order.
What happens if, when modifying the order, the resulting amount is less than the initial amount?
If the change to your order consists of removing an item, we will refund the price using the same payment method you used, within the credit period.
We remind you of the payment options that we accept in Sistemas24H:
- Credit card.
- Bank transfer.
However, you can tell us another way of refunding the amount other than the one you initially chose (which does not entail any additional costs as a result of the refund).
What happens if, when I modify the order, the resulting amount is higher than the initial amount?
If you wish to add another product, we will contact you to inform you and attach a payment link for you to pay the difference. As soon as you pay the difference, your exchange will be completed.
If you have not yet received your order, there are several reasons for this situation. We comment on each of them:
My order has not yet left the warehouse
As soon as your order leaves our premises, we will send you an email with a link. This will allow you to track your order.
If the delivery deadline has passed and your order has not yet arrived, we will contact you as soon as possible.
However, we invite you to contact us so that we can answer your questions.
The status of my order is "Processing".
Your order is in our facilities and we are preparing it for shipment. The manufacturing times are shown on the product sheet. If they are exceeded, there may be an incident. If so, we will inform you as soon as possible.
Please check your email, you may have already received news from us. Alternatively, if you prefer, you can contact us yourself.
Your order is shipped
If the status of your order is "Shipped", it will arrive at your address soon. Keep an eye on your inbox, because you will have received an email with the tracking code from the carrier. If you don't have the email with the information, you can find this code in your order history.
These are our delivery times:
- Roller, sliding and fixed insect screens (all finishes): 24-48 hours, up to 10 working days.
- Pleated, side and folding door screens (all standard finishes): 3 to 15 working days.
- Aluminium shutters (all finishes): 24-48 hours, 5 working days.
- PVC blinds (all finishes): 3 to 5 working days.
- Sun control (All products and - colours): 3 to 4 working days.
- Profiles: depending on colour availability.
- Accessories and spare parts: 24-48 hours.
All orders are shipped by couriers, who deliver according to weight and destination. The delivery takes place from Monday to Friday, on working days. Once the order has been collected from our warehouse, the transport company will deliver it within a maximum of two days.
In this section, we will answer questions related to the possible incidents that an order may suffer:
Product damaged in transit
If, upon receipt of your product, you notice that it has been damaged in transit, we will collect the damaged item and send you one in good condition. We will do this as soon as possible, however, you must inform us within 24 hours after the date of delivery..
Check the delivered goods meticulously. Any anomaly, damage or breakage that you identify due to incorrect handling must be noted on the transport agency's delivery note.
If this is not feasible (e.g. because of a very large order or for any other reason), please note "UNDER REVIEW" on the delivery note. These simple indications will allow us to complain to the agency in case of breakage or damage.
Extract from the Commercial Code Law Article 366:
"Within the twenty-four hours following the receipt of the goods, a claim may be made against the carrier for damage or damage found in them when the packages are opened, provided that the signs of the damage or damage giving rise to the claim are not visible on the outside of the packages, in which case the claim will only be admitted at the time of receipt. Once the aforementioned terms have elapsed, or the carriage paid, no claim will be admitted against the carrier regarding the state in which he delivered the goods carried".
Parts of a product are missing
Write or call us to inform us of the problem with your order. To help you solve it, we will need a brief description of the missing part. Take a photograph if you consider it necessary to better identify the complaint.
Don't forget to provide us:
- The order reference.
- Your full name.
- Your contact telephone number.
- The description of the missing piece.
Once we have this information, a note will be sent to the factory to send the material.
One product is missing
Is there an item missing from your order? This can be due to one of two reasons:
- Shipment in two packagesSometimes your order is delivered in two shipments. Check the delivery note, it will state the number of packages sent.
- Logistical errorPerhaps we have not added a product by mistake. If this is the case, please let us know which item you did not receive by phone or email.
We will pass the incident to the factory shortly, so that the shipment can be undertaken as soon as possible. We apologise for the inconvenience.
Measurements are not correct
Firstly, check which measurements you requested when confirming your order. If you need help checking them, take a look at our How to measure section.
In the event that the measurements of the item you have purchased do not match those you selected when placing the order, you can open an incident. Contact our Customer Service Department to resolve it as soon as possible.
I have received the wrong product or order
Contact us to report the incident with your order. Describe what happened and help us by attaching a photograph:
- Photo of the item you have received.
- Photo of the box, showing the shipping agency sticker.
We will review the documentation you provide. Once we verify the error, we will resend you the correct order.
The wrong package will be picked up by the same carrier. Please have the product ready in its original packaging, or at least as well packed as possible.
Thank you very much in advance and sorry for the inconvenience.
Again, remember that you can contact us by calling 926 531 113 or writing to firstname.lastname@example.org. We also have a chat in our online shop through which we can communicate with you. You will find it at the bottom right corner of the screen.
In this section, we will deal with issues, which may be of interest to you as a consumer, related to the right of withdrawal:
Description of the right of withdrawal
Withdrawal is the customer's right to return an item within a legal deadline, without the need to give any explanation and without incurring any penalty.
Standard items may be returned within 14 calendar days of delivery of the order. For custom-made products, NO RETURNS ARE ACCEPTED.
Consequences of withdrawal
As soon as we are notified of your wish to cancel and accept the return, we will credit the purchase price to the same payment method you used to place the order (unless you prefer another method, which does not incur any additional costs).
How to return a product
Contact us and send us an email to email@example.com with the reason for the return. Send us the item in its packaging, postage paid, with a copy of the invoice, to this address:
EMILIO JOSÉ MUÑOZ CARRASCO
POL.IND.EL LLANO CALLE BELGICA, 15
13630 SOCUÉLLAMOS, CIUDAD REAL
To be returned, the product must be in perfect condition and in its original packaging. The customer will be responsible for the shipping costs. If the item comes to us in a different or damaged packaging, the refund will not be full.
When we verify that the product is complete and in good condition, we will refund the amount, minus the shipping costs of the order.
Refunds will be made within approximately 2-3 working days after we receive the goods in our workshop.
We are not responsible for shipments sent through the "Servicio de Correos y Telégrafos". We advise you to send your parcels via a logistics company or express courier service.
CLARIFICATIONAll orders that are not properly documented will result in a delay in the processing of returns.
How do I know if you have received the refund?
If we have not contacted you, it is because our warehouse has not yet verified that we have received your product. As soon as we check, we will notify you immediately.
Exceptions to the right of withdrawal
The right of withdrawal shall not apply in these circumstances:
The supply of goods made to the specifications of the consumer and user or clearly personalised.
The supply of goods which after delivery and taking into account their nature have become inseparably mixed with other goods.
We will not accept product returns due to "wrong measurement or wrong choice", unless the error was ours.
The time limit for receiving the amount of a credit memo is 14 daysThe cancellation or modification of the order shall be effective from the moment of cancellation or modification of the order.
We will reimburse you by means of the same payment method used for your order (unless you tell us otherwise).
The guarantee is valid for a period of 3 yearsfrom the date of delivery. It does not apply to deficiencies caused by negligence, knocks, improper voltage, misuse or mishandling.
During this warranty period, we will take care of any non-conformities that become apparent. You will be able to report them to us within 2 months.since you became aware of them.
Sistemas24H will proceed, as appropriate, to repair, replacement, price reduction or termination of the contract. Free of charge for the consumer.
If it turns out that the product is working properly, the customer will pay the cost of the new shipment.