Exchanges, returns and refunds

 

 

In connection with the campaign Black FridayWe have extended the return period for purchases made between [date] and [date]. November 24 and the December 10.

You will be able to make returns until January 10th.

 

The client has 30 calendar days from the purchase date to make a return.

Conditions of return

• Returns must be previously accepted by UNIXENCE.
• The product must be in perfect condition, without having been manipulated, damaged or altered.
• We will not accept returns of products that are not properly packaged.
• We will not accept products that are not properly protected.that they do not come in their original box (in the case of footwear), that are painted, modified or without their labels.
• The return shipping costs Shipping costs are the responsibility of the buyer, even if the order exceeded the amount for free shipping. The initial shipping costs They will not be refunded, only refunds will be issued the amount of the returned product.
• If the product is defective or there has been a error in sending UNIXENCE will cover the return shipping costs. In all other cases, the return shipping costs will be borne by the buyer.
• FREE returns in store: You can return your order at no extra cost in our physical store:
  📍 Calle General Díaz Porlier 16, 28001, Madrid

Refund process

Once we receive the return at our offices, we will verify the condition of the product and proceed accordingly. immediately to the refund of the amount through the same payment method used in the purchase.

⚠️ Important: If you receive a defective product, Contact us as soon as possible so that we can manage the incident.

 

How to request a refund?

In order to proceed with the refund Follow these instructions:

1. Log in to your profile.Profile Link)
2. Once inside you will be able to see all your orders, select the order that you wish to return.
3. Click on "Request a refund".
4. Select a return reason and you'll receive an email with all the details for your return. You have three options:
   • Free in-store returns.
   • Return cost of €4.95 via Home collection or delivery to a GLS office.
   • Return at own expense.

 

Shipping options

With the package already prepared:

1. 🏠 Home collection (Spain and Portugal only)
   We will send a courier to the shipping address on your order. The cost of this service is €4.95, which will be deducted from the refund of the product to be returned. The initial shipping costs No refunds will be issued under any circumstances; only the amount of the returned product will be refunded.

   • You will need to specify a time slot for collection, with a minimum of 3 hours margin and the maximum time you prefer (for example, from 10:00 to 14:00). It must be between 10:00 and 19:00 hrs.
   • You won't need to print any labels. Our delivery agency GLS They will take care of labeling the package. Just make sure you have it ready for pickup.
   • This option is only available for Orders placed in Spain and Portugal.

2. 📮 Delivery to a GLS office (Spain and Portugal only)
   If you prefer, you can take the package to a nearby GLS office; the conditions are the same as before. home collection.
   

   • You won't need to print any labels: when you request a return, we will send you your pickup number You'll need to present it at the office so they can label the package there. Just make sure it's well wrapped.
     
   • You will need to tell us the office where you want to deposit the package and the day.
   • He cost of this service is of €4.95, which will be deducted from the refund of the product to be returned.
   • This option is only available for orders placed in Spain and Portugal.

3. 📦 Return at your own expense:
   You can use your preferred courier service, assuming the cost of return shipping. The initial shipping costs No refunds will be issued under any circumstances; only the amount of the returned product will be refunded.
   

   • Before sending the package, it is necessary that Please let us know in advance so that we can properly manage the receipt of the product and track the return.
   • You can contact us by e-mail to devoluciones@unixence.com or by WhatsApp to the 607 825 894.
   • The shipping address is:
     C/ General Díaz Porlier 16 (UNIXENCE Store), 28001 - Madrid, Spain.
   • For the orders placed outside of SpainThis option will be the only one available.Germany, Italy, France, Netherlands)

Changes in size or color

Orders placed in Spain and Portugal:

If you want to exchange an item for a different size or color, just follow these steps:

1. Request a refund of the product through the options available in our return policy (please note that return shipping costs will be borne by the customer).
2. When making the return, Please indicate this in the comments. the new size or color you wish to purchase.
3. We'll take care of it. shipping costs of the new item, even if the minimum amount for free shipping has not been reached, and the customer is responsible for the return shipping cost through one of the options mentioned above.

There's no need to place a new order, as we'll process the exchange directly within the return process.

Remember that the return or exchange period is 30 days. It doesn't restart after making the first change. This means the count continues from the original purchase date of the order.

🔄 SIZE EXCHANGE

Options for managing change:

1. Shipping and return with home exchange (GLS)

• Cost of service: €4.95 (An invoice will be sent for payment).
• Once paid:
  • We'll send you the new size first.
  • At the time of delivery, the courier collects the item you are returning. 

2. Shipping at your own expense

• You can send us the product with the company of your choice.
• When we receive it, we will send the new size. 

3. Exchange in physical store

You can make the exchange directly at our Madrid store: 

• 📍 C/ General Díaz Porlier 16, 28001 – Madrid

Orders Placed in Germany, Italy, France and the Netherlands:

1. You will need to perform a self-refund of the item you wish to exchange.
2. Once the return has been processed, You will need to place a new order with the desired size or color.

  

How much will I get and when will I receive my refund?

• A refund will be issued. only the amount of the returned productexcluding shipping costs.
• SIf you used our courier service, a discount will be applied. €4.95 of the refund.
• OROnce we receive and verify the product, the refund will be processed.

Deadlines:

• ANDThe refund is made within a maximum of 72 hours after verification.
• PIt may take between 24 and 48 business hours to be reflected in your account, depending on your bank.
• ANDIn some cases, especially with PayPalthe process can extend up to 10-15 days.

🔺 UNIXENCE reserves the right to do not issue refund if the product is not returned in the same condition in which it was sent.