Shipping, returns and cancellations

Shipping

Confirmed orders (which do not include PRE-ORDER items) will be processed within a maximum period of 3 working days by Correos, and DOCTOR MÓVIL shall not be held responsible for any failure on the part of Correos.

PRE-ORDER items are products that are not currently in stock at DOCTOR MÓVIL, but can be ordered from the supplier. Orders that include PRE-ORDER items may take up to 21 working days to be processed for delivery by the postal service, and DOCTOR MÓVIL shall not be held responsible for any failure by the postal service to deliver them. Items which are not PRE-ORDER but which are included in the same order together with PRE-ORDER items will not be made available to the Correos agency for dispatch until the PRE-ORDER items are also available for dispatch. Under no circumstances will items from the same order be shipped separately.

The customer may cancel their order and request a full refund of the amount paid (including items and shipping) before the products are shipped by sending an email to comercial@drmovilcanarias.es, indicating their order code, with no need to provide a reason for the cancellation. The refund will be issued using the same payment method the customer used for the purchase. Depending on the bank, the customer will receive the refund within approximately 5 to 10 business days.

Canary Islands

• Registered post: 3 to 5 working days.
• Correos Citypaq delivery: 3 to 5 working days.
• Pick up in shop: FREE.

Shipping Inquiry: Enter the tracking code at www.correos.es.

If you do not receive your order tracking number via SMS or email, please contact us via email at comercial@drmovilcanarias.es or on our Instagram @doctormovil_lapalma so we can provide it to you.

Balearic Islands, Ceuta, and Melilla

Currently, drmovilcanarias.es does not accept orders outside the Canary Islands. You can contact us via email at comercial@drmovilcanarias.es or on our Instagram @doctormovil_lapalma for more information.

Shipments to Spain (Mainland)

Currently, drmovilcanarias.es does not accept orders outside the Canary Islands. You can contact us via email at comercial@drmovilcanarias.es or on our Instagram @doctormovil_lapalma for more information.

International Shipments

Currently, drmovilcanarias.es does not accept international orders.

Terms and Conditions of Returns or Exchanges

You can request a return or exchange within a maximum period of 14 calendar days from the date of delivery.

The returned item must be in the same condition as it was sent, including tags and packaging. The shipping and return costs will be borne by the customer unless the return is due to an error on our part or a defect in the item, in which case, DOCTOR MÓVIL will cover the costs.

Returns and Withdrawal

Right of Withdrawal

In accordance with current consumer legislation, the customer has fourteen (14) calendar days from the date of receipt of the product to exercise their right of withdrawal without having to provide a reason and without incurring any cost.

The right of withdrawal does not apply to services whose execution has begun with the consumer’s agreement.

During these days, the customer may cancel the purchase even if it has already been confirmed via email at comercial@drmovilcanarias.es. A refund will be issued for the amount previously charged to the customer, provided that the card has not been used. The customer must complete the following:

WITHDRAWAL FORM

(This form should only be completed and sent via email to comercial@drmovilcanarias.es if you wish to withdraw from the contract):

Hereby, I/we (*) notify that I/we (*) withdraw from our (*) sales contract for the following product/service (*)

Ordered on/received on (*)

Name of the consumer and user(s) (*)

Address of the consumer and user(s) (*)

Signature of the consumer and user(s) (only if this form is submitted in paper format):

Date:

(*) Strike out what does not apply.

DOCTOR MÓVIL will only accept returns using the same payment method, and only for Gift Cards purchased directly from DOCTOR MÓVIL. The refund will be issued within a maximum of fourteen (14) calendar days from the date of the withdrawal notification.

Steps to follow for a return:

1. Send an email to comercial@drmovilcanarias.es with the required details.
2. We will send you an email with your return code. Once received, you can send the item to the following address:

   DOCTOR MÓVIL

   Av. el Puente, 18, 38700 Santa Cruz de la Palma, Santa Cruz de Tenerife, Spain.

Shipping promotions will apply as long as the item is not returned.

LEGAL WARRANTY

If the customer receives an incorrect or damaged product, or in case of loss or damage of products by the shipping company, the customer may request a return and/or replacement within 14 days after delivery. In such cases, we commit to covering the return shipping costs and will replace the missing or defective product with an identical one at no additional cost to the customer. Alternatively, the customer may request a full refund (item and shipping cost) if the product is no longer available.

In general, the legal warranty for products is three years from the date of delivery. The warranty is determined by the manufacturer, who may extend it.

The user or customer has two months to report any non-conformities in the product. However, any claims made after the first six months will not be presumed to be manufacturing defects.