Latest version: 29 March 2016.
1. EXCHANGES AND/OR RETURNS POLICY
If customers are not satisfied with the item they have received, Sempre Activa will allow them to exchange the item for another size within a thirty (30) day period, counting from the date of reception, provided that the item has not been used or damaged. Consequently, Sempre Activa cannot accept exchanges or returns of used or damaged items (except in the case of flaws). It is not possible to exchange one model for another: it is only possible to exchange it for a different size. To exchange one item for another, you must follow the refund procedure and make a new purchase. Sempre Activa will allow customers to exchange an item for another size free of charge for each of the items from one order, provided that all the size exchanges of different items from the same order are done at the same time. Shipping costs resulting from the following size exchanges must be paid by the customer. All returns of purchased items must be requested by accessing the order page in My account section at sempreactiva.com. If you are not registered, you must do it using the same address used for the purchase. Once the request is received, Sempre Activa will notify the shipping company by e-mail the request to collect, free of charge, your purchase for the return or exchange. All returns of purchased items must be carefully packaged and must include a duly completed delivery note or returns form you received in your order. If you do not have said delivery note when making the exchange or return, you can download and print the bill corresponding to the original order by accessing the order page (in My orders in the My account section) at Sempre Activa.com.
1. Exchanges and/or returns with home collection service
Customers of Sempre Activa can exchange an item for another size or to return an item purchased in sempreactiva.com using a free home collection service. If you want to use the home collection service, you must request it online by accessing My account in the My merchandise returns section. If you are not registered, you must do it using the same address used for the purchase and the carrier company will contact you to arrange day and time of collection. This service is not available in Ceuta, Melilla and Canary Islands.
2. Exchanges and/or returns by mail
Size exchanges or returns of ítems purchased in Sempre Activa can be also done by ordinary mail in the following address: SEMPRE ACTIVA C/ Sevilla 2, Bloque 2, 2ª 07150 Andratx Mallorca (España) In this case, Sempre Activa recommends to use certified mail or with acknowledgment of receipt. Sempre Activa will not accept carriage due or payment on delivery and will not pay the delivery or return charges.
2. RIGHT OF WITHDRAWAL
The customer has the right to withdraw from the present contract within 14 calendar days without any need to give reasons. The withdrawal period expires 14 calendar days from the date of purchase. The right of withdrawal does not apply to underwear whose safety seal has been broken after dispatch. To exercise the right to withdraw, you must notify us of your decision to withdraw from the contract through an unequivocal declaration (for example, a letter, fax or e-mail):
C/ Sevilla, 2, bloque 2 2A 07150 Andratx Mallorca (España)
Telephone (+34) 651070585
We remind you that you should not provide your card details via e-mail, fax or social networks. For more information, click here. To comply with the withdrawal deadline, the notification in which you exercise your right to withdrawal simply needs to be sent before the corresponding deadline expires. Consequences of withdrawal In the case of withdrawal, we will refund the customer all the payments received after purchase, including the delivery expenses (with the exception of additional expenses arising from a decision by the customer to choose a delivery mode other than the least expensive ordinary delivery we offer) without undue delay and in all cases within 14 days of the date on which we are notified of the decision to withdraw from the present contract. We will process said refund using the same payment method used by the customer in the initial transaction, unless the customer has expressly stated otherwise. Under no circumstances will the customer incur any expense as a consequence of the refund. We may withhold the refund until the goods have been received, or until the customer has presented evidence of their return, whichever condition occurs first. The customer must return or deliver the goods directly without any undue delay and within 14 days of the date on which we are notified of the decision to withdraw from the contract. The deadline will be deemed complied with if the goods are returned before expiry of said deadline. In order to proceed with the return of goods, customers can use the services which Sempre Activa places at their disposal, such as: free home collection or returns by mail. For more information on the return conditions, please consult the Exchanges and returns section.
Once the items are received, Sempre Activa will ensure they are in good condition and will dispatch the requested size in the case of an exchange or refund the purchase amount via the same payment method used in the purchase in the case of refunds. The refund period may vary between 3 and 12 working days from reception of the return at the Sempre Activa warehouses. Once the condition of the returned items has been inspected, the customer will be notified by e-mail. If you wish to exercise your right to withdrawal from the order, the maximum deadline for the refund of the amount paid by the customer for the products will be 14 calendar days from the withdrawal. The returned items will always be refunded via the same payment method used to purchase them. In cases where Sempre Activa has erroneously sent an item different to the one ordered or the quality of the item sent is not acceptable, Sempre Activa, once it has checked the error or defect, will refund the price of the returned item and the postage expenses. Whenever an erroneous or defective item is returned by ordinary post, Sempre Activa will refund the corresponding postage expenses provided the customer encloses a receipt of the return expenses in the parcel. Please note that the postage expenses will be reimbursed after the items are reimbursed.