Returning a product within 14 days If you buy as a consumer, you can return your order within 14 calendar days of receiving it, without giving any reason.
- Let us know within those 14 days: an email to info@masterkool.es saying you want to return it is enough. You can also use the form below.
- You can open the packaging and check the product as you would in a shop.
- Send us the product within 14 days of telling us, complete and well packed, to C/ Camino de la Caseta 1, local 1-D, 29670 San Pedro Alcántara, Marbella (Málaga), Spain. If you prefer, we can arrange collection with our carrier and tell you the cost beforehand.
- Return costs are paid by you. Large products (fire tables, Big Green Egg, gas heaters) can’t be returned by ordinary post: they need a carrier, and we’ll give you the price before collection.
- We refund everything you paid, including the original delivery, within 14 days of your notice, using the same payment method. We may wait until we receive the product, or until you send us proof of shipment.
- We inspect everything you return when we receive it. If the product comes back broken, incomplete or used beyond what’s needed to check it (for example, a Big Green Egg that has been lit, or a burner that has had bioethanol in it), we deduct the loss in value.
What can’t be returned – Tuuci parasols, which are made to order for you to the model, size, finish and canopy you choose. The only exception is the M1 Classic with a white canopy. – Purchases by businesses and professionals: they have no right of withdrawal, although the product warranty still applies.
If it arrives damaged or is faulty Let us know with photos. We’ll repair it, replace it or refund you, at no cost to you. If you buy as a consumer, you have a three-year legal guarantee.
Withdrawal form If you like, copy it into an email to info@masterkool.es:
To Home Garden & Lifestyle Solutions, S.L. (Masterkool® España), C/ Camino de la Caseta 1, local 1-D, 29670 San Pedro Alcántara, Marbella (Málaga), Spain, info@masterkool.es:
I hereby give notice that I withdraw from my contract of sale of the following product:
Ordered on / received on:
Name:
Address:
Signature (only if sent on paper):
Date:
This is a translation for your convenience; if there is any discrepancy, the Spanish version prevails.