Refund policy
Returns and Refunds Policy
At Spares PLC SLU we strive to offer products and services of the highest quality. This
Returns and Refunds Policy sets out the conditions that apply to purchases made
through our website.
Return conditions may vary depending on whether the customer is acting as a consumer or as a
business or professional in the course of their commercial, business, professional or industrial activity.
1. Purchases made by companies and professionals (B2B)
Purchases made by companies, self-employed persons or professionals who buy our products
in the course of their commercial, business or professional activity are not subject to the legal right of
withdrawal provided for consumers and users.
Accordingly, in B2B transactions, returns will not be accepted automatically when they are based
on:
Customer errors in selecting the part number or model.
Product incompatibility when the part number supplied matches the one requested by the
customer.
Change of mind.
The product is no longer needed.
An accidental or duplicate purchase attributable to the customer.
Any return request for these reasons must first be notified and authorised
expressly by Spares PLC SLU.
Spares PLC SLU reserves the right to accept or refuse such requests in light of the
circumstances of each case, the condition of the product and its nature.
If a B2B return is accepted on an exceptional basis, Spares PLC SLU may set
specific conditions for handling it, including, where applicable, transport,
inspection, refurbishment or restocking costs. These conditions will be communicated to the customer before
the return is authorised.
No product should be sent without prior authorisation from Spares PLC SLU.
These limitations do not affect the rights the customer has when the product received
is not the one ordered, has a defect covered by the applicable warranty, or there is a
contractual breach attributable to Spares PLC SLU.
2. Right of withdrawal for consumers and users
When the buyer is legally considered a consumer or user and the purchase has been
made at a distance, they may exercise their right of withdrawal within the legal period
of 14 calendar days from receipt of the product, except in cases where
one of the exceptions provided for in current legislation applies.
1The consumer may exercise this right without having to justify the decision.
To notify withdrawal, you must contact our customer service
via:
info@sparesplc.com
The notice must sufficiently identify the order and the products you wish to
return.
Once withdrawal has been notified, the consumer must return the products following the
instructions provided by Spares PLC SLU and within the periods set by the applicable
legislation.
Unless expressly stated otherwise, or the return is due to an error attributable to
Spares PLC SLU, the direct costs of returning the product will be borne by the
consumer.
3. Condition of products returned by consumers
The consumer must return the product in suitable condition and, whenever possible, together
with its accessories, documentation and original packaging.
The consumer may handle the product only to the extent necessary to establish its
nature, characteristics and functioning.
If the product has lost value as a result of handling
beyond what is necessary to check its nature, characteristics and functioning, the consumer
may be liable for the resulting decrease in value, in accordance with applicable law.
4. Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases excluded by current legislation.
Among other cases, it may not apply to products made to the
customer’s specifications or clearly personalised.
When a product has been configured, modified or prepared specifically according to the
customer’s instructions, each case will be assessed to determine whether any of the
statutory exceptions to the right of withdrawal applies.
5. Refunds arising from the exercise of the right of
withdrawal
When a consumer validly exercises the right of withdrawal, Spares PLC SLU will proceed to
refund the amounts due under current legislation.
2The refund will generally be made using the same means of payment used by the
customer to make the purchase, unless another means is expressly agreed and it does not entail
additional costs for the consumer.
Spares PLC SLU may withhold the refund until the returned products have been received or until the
consumer provides proof of return, as provided for in the applicable rules.
6. Incorrect product
If Spares PLC SLU has sent a product different from the one ordered, the customer
must contact our customer service as soon as possible.
Once the error has been verified, Spares PLC SLU will arrange collection or return of the incorrect product
and will offer, as appropriate, shipment of the correct product, an alternative solution agreed with the
customer, or the corresponding refund.
When the error is attributable to Spares PLC SLU, the transport costs associated with the return
will be borne by Spares PLC SLU.
7. Products damaged in transit
If the product shows visible damage that may have occurred in transit,
we recommend that the customer notify Spares PLC SLU as soon as possible after receiving the order.
Whenever possible, we recommend providing photographs of the outer packaging, the inner
packaging, the shipping label and the damaged product, to help us handle the issue with
the carrier.
Damage must be reported via:
info@sparesplc.com
Spares PLC SLU will review the issue and offer the appropriate solution depending on the
circumstances of the case.
This recommendation to report transit damage promptly does not limit the legal rights
that consumers and users may have.
8. Defective products and warranty
If a product has a defect or lack of conformity, the customer must contact
our customer service so that we can assess the issue and arrange the appropriate
solution.
For purchases made by consumers and users, the rights and periods of the
legal warranty set out in current legislation will apply.
Depending on the circumstances and the applicable law, the solution may consist, among other
options, in repair, replacement, a price reduction or termination of the contract.
3In transactions between companies and professionals (B2B), the warranty conditions
agreed at the time of sale, the General Terms of Sale of Spares PLC SLU and the
applicable commercial and civil law will apply.
9. Procedure for requesting a return
Before making any return, the customer must contact Spares PLC SLU
via:
info@sparesplc.com
The customer should provide, whenever possible:
Order or invoice number.
Product part number.
Reason for the return request.
Photographs of the product and packaging when they are needed to assess the issue.
Our customer service team will provide the instructions needed to handle the
request.
Receipt of a return request does not automatically mean it is accepted when it is
a B2B transaction or a return not covered by a legal right of withdrawal.
Products must not be sent to our premises without first following the return
procedure indicated by Spares PLC SLU.
10. Order cancellation
Customers may request cancellation of an order provided it has not been shipped and
a specific process of preparation, configuration or
customisation requested by the customer has not been started.
The cancellation request must be made through our customer service:
info@sparesplc.com
If the order has already been shipped, the corresponding return conditions will apply according to the
nature of the customer and of the transaction.
11. Return costs
When the return is the result of an error attributable to Spares PLC SLU or of an issue
that Spares PLC SLU is legally required to handle, we will bear the return costs that
apply.
Where consumers exercise the right of withdrawal, the direct return costs will be
borne by the consumer, unless Spares PLC SLU has expressly agreed to bear them or the
applicable law provides otherwise.
4For B2B returns accepted on an exceptional basis by Spares PLC SLU, the conditions and costs
associated with the return will be communicated to the customer before it is authorised.
12. Contact
For any question about returns, withdrawals, refunds, damaged products
or warranties, you can contact our customer service team via:
info@sparesplc.com
13. Changes to this policy
Spares PLC SLU may update this Returns and Refunds Policy when it is
necessary to adapt it to legislative, operational or commercial changes.
Changes will be published on this website, and the version of
the conditions applicable to each purchase will be the one in force on the contract date, without prejudice to the rights
legally recognised for consumers and users.
