This policy explains your rights and our obligations regarding returns, withdrawal, refunds and exchanges for distance purchases made through informaticacanarias.com.

Right of withdrawal and 14-day period

For distance purchases made through informaticacanarias.com, you have 14 calendar days from the day on which you, or a third party nominated by you other than the carrier, receives the order to notify us of your decision to exercise your right of withdrawal, without having to provide a reason.

If a single order contains several products that are delivered separately, the period begins when the last product is received.

Once you have notified us of your decision to withdraw, you have a maximum of 14 calendar days to return the products to us.

How to request a return

To exercise your right of withdrawal, you must notify us of your decision before the applicable period expires by means of a clear and unequivocal statement.

You can email us at contact@bgrsolutions.net, including, where possible, your name, order number and the products you wish to return.

Product condition and inspection

Because this is a distance purchase, you may open the packaging and examine the product to the extent necessary to establish its nature, characteristics and functioning, in a similar way to how you could examine it in a physical store.

Where possible, the product should be returned with its accessories, manuals and original packaging.

The consumer will only be responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

Exceptions to the right of withdrawal

The right of withdrawal may not apply in the circumstances provided by law, including:

• Goods made to the consumer's specifications or clearly personalised.
• Sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed after delivery.
• Sealed audio or video recordings and sealed computer software once unsealed after delivery.
• Digital content not supplied on a tangible medium once performance has begun with the consumer's prior consent and acknowledgement that the right of withdrawal will be lost in those circumstances.

Return shipping and costs

When exercising the statutory right of withdrawal, we do not charge any restocking fee, penalty or administration fee.

The customer is responsible only for the direct cost of returning the goods, unless BGR Solutions SLU has expressly agreed to bear that cost or we are legally required to do so.

If you return the product directly to one of our physical stores, there is no return shipping cost.

For high-value products, we recommend using a tracked shipping service and retaining proof of postage until the return has been completed.

Refunds

For a valid withdrawal, we will refund the payments received in respect of the returned products and, where legally applicable, the cost of the standard delivery method originally selected.

If the customer expressly chose a delivery method more expensive than our least expensive standard delivery option, we are not required to refund the additional delivery cost.

The refund will be made without undue delay and, in any event, within the applicable legal period after we have been informed of the decision to withdraw.

We may withhold the refund until we have received the goods back or until the customer provides evidence that the goods have been returned, whichever occurs first.

Refunds will be made using the same payment method used for the original purchase, unless another method is expressly agreed that does not result in any cost to the customer.

Faulty products and warranty claims

The right of withdrawal is separate from the consumer's legal rights where a product is faulty, not in conformity with the contract or covered by the legal guarantee.

Where a return is required because of a defect or lack of conformity covered by law, the customer will not be responsible for the necessary return shipping costs associated with the warranty claim.

Late or missing refunds

If we have confirmed that a refund has been issued but it has not yet appeared:

• Check your bank account or original payment method.
• Contact your bank or card issuer, as refunds may take some time to appear.
• If you still have not received it, contact us at contact@bgrsolutions.net.

Exchanges

If you would prefer to exchange a product instead of requesting a refund, please contact us. Faulty or damaged products will be handled in accordance with the applicable legal guarantee and conformity rights.

Gifts

If you received an item as a gift, please contact us to discuss the available options. Where a refund is due, it will normally be made to the payment method used for the original purchase.

Return address

Returns may be delivered or sent to:

BGR Solutions SLU
C25, C.C. Pasarela 6
Avda. San Francisco
38650 Los Cristianos, Arona
Santa Cruz de Tenerife, Spain

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