Refund policy
Shipping and delivery of products
Delivery of the products
SINGULARWOD SPAIN, S.L. may inform the customer, by email, of the date of departure of the order and the contact information of the transport company in charge of delivery.
In the event of an incident during delivery, the Company will immediately inform the customer.
Once the goods have been delivered to the customer as agreed, the Company is not responsible for any damages that may occur subsequently.
At the time of delivery, the client or the receiving person must show an identification document, check the condition of the packages, sign and note any observations on the delivery note. If the delivery note is presented in paper format, you must request a copy.
Any claim for damages must be communicated in writing within a maximum period of 24 hours from delivery to email: postventa@thomas.es.
The Company is not responsible for delays resulting from causes beyond its control, force majeure or labor strikes.
Delivery modalities
“Door-to-door” delivery is offered through a transportation agency. The client assumes the unpacking, internal transfer and removal of the packaging material, unless the installation service has been expressly contracted.
The customer may choose their own shipping method, renouncing the one offered by the Company.
Modalities for Spain and Portugal
Standard shipping with delivery inside the building
Ordinary delivery is made on the ground floor, at street level or level 0. Any other location must be previously validated by a salesperson.
Deliveries inside buildings must be coordinated in advance, as they may require additional personnel and means, which may entail an extra cost if it has not been previously contracted.
Delivery with installation
The Company offers an installation service through operators who move, unpack, assemble and place the products in the place indicated by the client. At your request, they are also responsible for the removal and management of packaging material.
This service has an additional cost that will vary depending on each case. It will be mandatory to provide photographs of the delivery and installation location, as well as inform the corresponding salesperson or email about access, stairs, narrow doors or other conditions. team@thomas.es, indicating the offer number.
The client must confirm in writing, with at least 72 hours in advance, the date, time and person responsible for reception. If delivery cannot be made at the agreed time, the Company may apply storage charges.
This modality is only available in Spain and Portugal. In international orders, delivery will be made to the address indicated, as long as it has been contracted with the Company.
Right of withdrawal and return of products
Exercise of the right of withdrawal
The client has a period of 14 calendar days to withdraw from the contract without the need for justification, except in the case of products manufactured to measure or with personalized characteristics.
The period will begin to count from the moment the customer, or a third party authorized by the customer, receives the goods.
To exercise the right of withdrawal, the client may:
- Communicate your decision in writing to: C/ Lanzarote, 13, Bajo B, 28703 – San Sebastián de los Reyes (Madrid).
- Send an email to postventa@thomas.es.
Likewise, you can use the withdrawal form included as Annex I.
Consequences of the exercise of law
All payments received will be refunded, except for additional expenses derived from services such as transportation, which will be assumed by the client.
The withdrawal communication must be made before the end of the period of 14 days from receipt of the product.
The products must be returned in perfect condition, with their original packaging and with all documents and accessories included, within a maximum period of 14 calendar days from the communication of the withdrawal.
The refund will be made by the same means of payment used in the purchase and may be withheld until receipt and verification of the condition of the product.
If the order has not yet been sent, the customer may cancel the purchase at no cost.
Return of defective products
In the event that the product is defective, the customer must immediately contact postventa@thomas.es, indicating the details of the damage.
The Company will send a courier to collect the product and will evaluate whether it should be replaced or refunded.
The refund or replacement will be made within a maximum period of 14 days from email confirmation.
If the defect is confirmed, the refund will be full and will be made by the same payment method used in the purchase.