Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at soporte@pantallaspremium.com or via WhatsApp.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at soporte@pantallaspremium.com.
How can I change or cancel an order?
You can modify the details of an order or cancel it within 1 hour of purchase. To do so, send us an email or a WhatsApp message with your order number and your request; our team will be happy to help.
What do I do if the product I received is damaged or incorrect?
Please inspect your order upon reception and contact our customer service team immediately by email or WhatsApp if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the product to be returned (if applicable)
- Full shipping address
- Phone number
In some cases, we may ask you for a video or photo of the defective product as proof so that we can refund or replace the product.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalized items). We also cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Returns will NOT be accepted for:
- Change of mind.
- Personal preferences.
- Errors in product selection by the customer (without prior consultation).
- Products damaged by updates, software modifications or actions carried out by the customer without being performed by a specialised workshop.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds: when and how
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. Processing returns can take up to 14 business days from the day we receive your return; once it has been processed, we will send you a confirmation email.
All refunds are credited to your original payment method. If you paid by credit or debit card, the refund is sent to the card-issuing bank within those 14 business days of receiving the returned item or the cancellation request. For returned items, a full refund of the products is credited; for non-defective items, the refund excludes shipping and handling costs.
Please remember that your bank or card issuer may take some time to process and post the refund. If you have not yet received the credit, please contact your bank or credit card company first. If more than 14 business days have passed since we approved your return and it still has not appeared, write to us at soporte@pantallaspremium.com.
Updates to this policy
Pantallas Premium may modify this policy at any time to adapt it to legal, technical or service changes. The version applicable to your order will always be the one published at the time of purchase; changes will only apply to orders placed after their publication. We recommend reviewing it before each purchase.