Cancellation policy
In case of exercising the cancellation right of the order, the customer should inform Tecrostar in advance via email to tecrostar@tecrostar.com or calling to our office within the customer service schedule. The name of the customer and the reference of the order should be provided.
If the cancellation is made before the order is dispatched, the full amount of the order will be refunded deducting the return costs corresponding to the selected payment method (if applicable).
If the cancellation is made after the expedition (the order has already left our facilities) and the customer has not received the merchandise yet, the amount of the order will be refunded deducting the costs incurred for that expedition, including the ones assumed by Tecrostar initially, and the return costs of the merchandise to our facilities. The costs generated by the return of the money depending on the selected payment method (if applicable) will be deducted as well.
The refund will be made with the same payment method as the order was paid unless the customer indicates a different alternative.
Tecrostar reserves the right to cancel the order if the payment is not made 30 days after it is placed.
Return policy
If you have already received your merchandise, you can return all or some of the items within 14 calendar days of you receiving the merchandise*. The return procedure is the following:
- To return the merchandise email us to tecrostar@tecrostar.com indicating your name and the reference of your order.
- The order should arrive to Tecrostar facilities before the refund is made. The customer should handle the return process of the material to our facilities and assume the costs of the transport service. It is also possible to request a pick-up quote; in this case Tecrostar will take charge of the pick-up and shipping to Tecrostar facilities provided that the merchandise is packed inside the original package in good conditions, perfectly wrapped and secured to avoid any damage during the shipping. The customer should pay the amount quoted before the pick-up. In any other situation, contact us.
- If the merchandise is in perfect conditions, the total amount will be refunded deducting the costs of the initial shipping to customer’s address assumed by Tecrostar, as well as the costs generated by the return of the money depending on the selected payment method (if applicable).
- If the merchandise is damaged, incomplete or some of the items cannot be reused due to their normal use (cut or drilled floor boards, for instance) the total amount of the order will be refunded deducting the aspects listed above and, furthermore, the decrease in the value of the products because they are in bad conditions or incomplete.
The refund will be made with the same payment method as the order was paid unless the customer indicates a different alternative.
* The products painted with a personalized colour cannot be returned as they are custom-made products.
Incident Policy
It is the responsibility of the customer to check that the order is free from damages or material loss. In occasion of damages or losses, the complaint period is 7 working days from the delivery date. The customer should submit a descriptive written statement and photographs showing any noticeable damage or incident, when applicable. The written statement could be submitted in person in Tecro facilities or sending an email to tecrostar@tecrostar.com