Shipping and Returns Policy:
Dispatch of the Goods
As a general rule, orders are dispatched by our transport company within 24 hours of receipt of payment, provided that payment was made before 2:00 p.m. on a working day, and from then on the transport company will, as a general rule, deliver the goods within a maximum of 48 hours if there are no incidents in the preparation or logistics process. Icilux is not responsible for errors by the transport agency, although it does try to fulfil the order as quickly as possible. On occasion, the preparation process may be delayed by an additional 24 hours if sales exceed €500 of taxable base or if the order contains more than 10 different references. Saturdays, Sundays and public holidays do not count towards the stated period.
To ensure better care and a better service on the part of the transport agency we work with, all shipments will be insured. The insurance cost is 1% of the taxable base of your order (visible during the purchase process on our website), which is calculated automatically and cannot be disabled.
If you do not agree with these conditions, you have the option of using your own transport agency by selecting the "Collect in Store" option and stating this in the order comments. Example: "The XXXX transport agency will come to collect it".
Shipping costs include handling and packaging costs as well as postal costs. Handling costs are a fixed price, while transport costs may vary according to the total weight and volume of the package. We advise you to group all your items in a single order. We cannot combine two different orders, and shipping costs will be applied to each one individually.
Note: The boxes are large and your items will be well protected.
In the event of any incident on receipt of the goods, it must be reported immediately to the carrier on the delivery note and an email must then be sent informing us of it.
Returns icilux.com
1. Return of unwanted products:
You have 15 calendar days from the day on which you, or a third party indicated by you, receives the product to return the items if they are not to your liking.
You may return items you do not want provided they are in perfect condition, unused and unopened/unsealed, in their original box and together with all the original accessories and manuals or information. If these requirements are not met, the return will be rejected.
Under no circumstances will the amount be refunded through any payment method. The outstanding amount will remain as credit for future purchases.
The transport costs generated for this reason will be borne by the customer.
2. Return of products damaged in transit:
The packaging must arrive in perfect condition, without knocks, tears or external damage. The seal must arrive in perfect condition, without tears or signs of tampering. You must check the number of packages handed over by the carrier against those stated on the delivery note. If you detect any incident, you must report it immediately to the carrier and record it on the delivery note, as well as send an email to the address indicated under "Contact". Neither the transport company nor the shop can initiate any kind of claim without this document.
In that email you must state the order and tracking number in the subject line; and in the message a brief explanation of what happened, attaching photos proving the poor condition of the box and the goods.
After carrying out the checks, we will report the matter to the transport company, initiating the claim process.
In cases of partial deliveries, this must be recorded on the delivery note and you must contact our shop through the email addresses indicated and we will automatically send you the missing goods.
The goods are insured against all risks, which means that in the event of loss and/or breakage our shop will replace said goods at no cost to you.
3. Return of broken or damaged items:
You have 15 calendar days from receipt to return an item that has arrived broken or damaged; to do so, you must request the return at the email address indicated in the "Contact" section. No return of goods will be accepted if it has not first been authorised by our technical service department.
State the exact problem in the email and, if possible, take a photo of the product and send it to us in the same email; we will contact you within a maximum of 48 working hours with the instructions for the return.
The faulty or broken product(s) must be sent in their original box, together with all the original accessories, manuals and information; otherwise our shop reserves the right not to accept a return and/or to deduct the amount corresponding to what is missing.
As soon as we have the returned goods in our warehouse, they will be inspected and, once the defects have been remedied, they will be sent back to you at no cost to you in the shortest possible time.
4. General conditions for a return:
In all cases, these are the general conditions that must be complied with:
Every return must be authorised by our technical service department (except those falling under section 2 described above). Returns that have not been authorised by our technical service department will not be accepted.
They must include the purchase Invoice.
All goods must be sent in their original packaging, with all accessories included, as well as manuals and documentation, all in perfect condition. We reserve the right to reject a return that does not meet these requirements.
Return carriage costs are borne by the customer. We will not accept returns sent carriage forward.
The credit for the goods, where applicable, will be used by the customer for future purchases or, if they so wish, another item of the same value will be sent to them. Money will never be refunded in cash or through any other payment method.
The goods must be correctly packaged by you; we cannot be held responsible for returned goods if they are not correctly packaged and sealed.
The maximum period for a return is 15 calendar days from receipt of the goods by the customer.
The response time from our technical service department will be approximately 48 working hours from receipt of the email.
No action will be taken by our shop until we have the returned goods in our possession and those goods have been inspected by our technical service.