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Shipping and Returns
Information about delivery times, shipping costs and return policy
Also read: Terms and Conditions
Shipping
Orders will be dispatched within a maximum period of 2 days once the invoice payment has been completed and confirmed, and subject to stock availability. If the item is not available, MASTERLED will inform the customer of the expected delay and may offer an alternative product. In this case, the customer may cancel the order and request a refund of the amount paid.
Shipping Costs
Spain and Portugal (mainland)- Private customers:
- Shipping 4.09€ + VAT for product orders below 29.90€ (VAT included).
- Free shipping for orders from 29.90€ (VAT included).
- Professional customers:
- Shipping 4.09€ + VAT for product orders below 29.90€ (VAT included).
- Free shipping for orders from 29.90€ (VAT included).
Shipping Conditions
- All MASTERLED shipments are sent from Spain via Express and urgent private courier service
- All orders processed before the cut-off picking time** will be delivered within 24/48 hours for shipments to mainland Spain and Portugal
- Delivery time for orders to the Balearic Islands, Ceuta and Melilla is 3 to 5 working days
- Delivery time for orders to the Canary Islands is 5 to 7 working days
- Delivery time for international orders depends on the destination:
- France: 2 to 3 working days
- Germany: 3 to 5 working days
- Italy: 3 to 5 working days
- United Kingdom: 4 to 7 working days
- Rest of Europe: 5 to 7 working days
- Rest of the world: On request
- Deliveries are made from Monday to Friday
- Shipping costs for purchases below 29.90€ (VAT included)* will incur an additional charge of 4.09€ + VAT*
- Free shipping if your purchase exceeds 29.90€ (VAT included)*
- Additional charges may apply if the goods have special dimensions
- Cash on delivery shipments carry an additional cost of 2.95€, which will be added to the order
- For shipments to the Canary Islands, Ceuta and Melilla, the customer must cover any customs clearance costs
- We ship worldwide. To calculate shipping costs for other countries, you can add items to your cart and the page will automatically calculate them. Alternatively, you may contact us at masterled@homekit.es
(*) For shipments to mainland Spain and Portugal
(**) Picking Cut-off Time
Winter schedule: Mon–Thu 18:00, Friday 15:00
Intensive summer schedule: 15:00 Mon–Fri
Summer schedule: 16:30 Mon–Fri
Returns
All products shipped from our store www.masterled.es are checked to ensure proper operation and to avoid inconvenience for both parties. However, as incidents may occur upon receiving purchased items, we provide the following instructions for returning them.
Return Procedure
To proceed with the return or exchange of items, please follow these steps:
- Send us an email to masterled@homekit.es stating that you wish to return the item and the reason
- Once we receive the return request, we will confirm it by sending you a return number
- We will send our courier to your address to collect the returned items
- If you receive an incorrect order, the customer must notify us within 48 hours of receipt by phone or email, indicating the issue.
Once we receive the product, we will contact you to determine whether you prefer to receive another item with the same characteristics, exchange it for another product, or receive a refund.
If no claim has been made within the indicated deadlines, returns/incidents will not be accepted unless expressly approved by the supplier.
MASTERLED will not be responsible for delivery delays caused by circumstances beyond our control, such as courier delays, strikes, demonstrations, etc.
Returns due to transport damage
If the product shows any damage caused during transport, you may request a return provided the following conditions are met:
- The damage must have occurred during transport and not due to misuse attributable to the customer
- The customer must have notified the courier at the time of delivery, noting the issue on the delivery note or signing "accepted pending inspection"
- The maximum claim period for transport damage is 48 hours from receipt of the order
Exchanges or returns covered by warranty
If the product shows a manufacturing defect or malfunction upon receipt, or abnormal behaviour not caused by misuse or manipulation by the customer, you may request a return under the warranty terms.
- The warranty period is specified on each product page and will normally be 3 years from the purchase date
- The warranty covers manufacturing defects in the product.
Exchanges or returns not covered by warranty
In these cases we accept the return or exchange of items purchased on our website, provided they are made within 30 days after receipt.
- Products must be returned in perfect condition, without signs of use and in their original packaging
- Return shipping costs are borne by the buyer
- Masterled may offer a home collection service through our couriers, deducting the collection cost from the refund amount, or the customer may choose to return the item by their own means.
IMPORTANT
When the goods are delivered by the courier, the package must be checked. If any anomaly is observed, it must be noted on the delivery note (damaged package, opened package, broken seal, etc.). Even if no damage is visible, it is recommended to sign: "accepted pending inspection".
If no observation is made upon receipt, we cannot be held responsible for breakage or damage caused during transport handling.
If the damage is due to misuse attributable to the customer, MASTERLED will not replace the item or refund the amount paid.
Recommendations
- Please include your phone number in emails regarding returns so that we can speed up the process and keep you informed
- Returned items must be received with their original packaging
- Returns due to errors made by the customer are not accepted. However, please contact us so that we can try to find a solution
Contact for Shipping and Returns
Email: masterled@homekit.es
Phone: 986 954 005
Opening hours: Mon–Thu 8:30–18:00 | Fri 8:30–15:00