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Payment conditions
Payments are made through the following methods at the customer’s convenience:
- Credit or debit card
- PayPal
- Bank transfer
- Cash on delivery (A 3% fee will be added to the final price for expenses). The minimum amount to use this type of shipping is €100.
Item price
All our product Retail Prices (RRP) shown include TAXES. In the final cart, the definitive price is displayed, indicating the amount resulting from the applicable taxes.
VAT is the Value Added Tax applied to goods sold by Machay S.L within the European Union (EU).
In EU member territories, the VAT rate applied is 21%. Invoices sent (inside the same packages or by email) show VAT itemized. Companies belonging to EU countries (excluding Spain) and registered as intra-Community operators will be exempt from paying VAT.
Prices in Andorra, Gibraltar, the Canary Islands, Ceuta, and Melilla—territories considered extracommunity due to their particular tax regime—will be exempt from VAT. Customs handling fees (DUA) and import taxes (duties) are not included in the item price or shipping price, and must be paid at the destination by the recipient of the merchandise.
The prices shown at www.machay.com may be reviewed and modified at any time if conditions require it.
Shipping and deliveries
Any order placed on the MACHAY website before 8 p.m. Monday to Friday (excluding holidays) will be prepared within 48 hours, provided the item is available, subject to payment confirmation. MACHAY undertakes to deliver orders placed by the customer within a maximum delivery period of 10 days, although it is normally received within 24 hours. (Applicable only to the national territory)
The customer has a period of 15 days from the date of shipment of the items to report non-receipt, request cancellation of the sale, and the return of materials and reimbursement of amounts paid. After this period, cancellation of the sale will not be accepted.
The customer must check the condition of the delivered items. In the event of any anomaly (missing elements, damaged package, broken products...), you must inform us within 4 days after receiving the package.
The ways of delivering purchases can be:
- By transport company
- By postal mail
- Pick-up at our store
Shipping will be free for purchases over €80. This applies to peninsular national territory, €300 for the Canary Islands, and €120 for the Balearic Islands. For other areas, please consult prices.
Exchanges or returns
Customers have fifteen days from delivery of their order to return the product to MACHAY for an exchange or refund.
Products cut to size, any other product that has been personalized, books, or custom-order products that have been brought in specifically for the customer cannot be returned. Also, for safety reasons, personal protective equipment (PPE) and climbing and caving products such as ascenders, descenders, carabiners, harnesses, ropes… whose handling by the customer may pose risks for subsequent use, cannot be returned.
Returned products must arrive in perfect condition: in their original packaging, with their original labeling intact, properly packed and protected. Otherwise, the return will not be accepted. If the return of the product does not meet these conditions, it will be returned to the customer with freight collect.
If upon receiving the product it is not your size or you want to change it for another model or color, you can do so without any problem as long as you notify us within 15 calendar days after receiving the product. Return shipping and new shipping costs will be borne by the customer.
If you do not want the purchased product, you can return it without any problem. Once we receive the merchandise in our warehouses and check that everything is correct, the return of the product will be accepted and its amount refunded. If the order had free shipping costs, €10 will be deducted from the refund amount for the cost of the first shipment—this amount may vary depending on the package weight and if it is outside the peninsula.
The customer must keep the shipping receipt; without such proof, no exchange or refund will be made in case of loss of the package.
Returns of products purchased during sale periods or special promotions will be refunded in the form of coupons redeemable in our store, valid for a maximum of 30 days from the coupon’s issue date.
THE AMOUNT WILL BE REFUNDED BY THE SAME PAYMENT METHOD USED FOR THE PURCHASE.
How to generate a return
To request a return, you must access your customer account.
Once inside, go to “Order history and details,” and enter the DATA of the order you want to return.
In “DATA,” you can see the details of your order and SELECT the items you wish to return; you just have to click on them and press the “REQUEST A RETURN” button.
We will send you an email when your return has been accepted (it is not automatic, we have to review it ourselves, so you should wait until it is accepted). When the return is approved, you can download the corresponding invoice, which you will find by entering the “MERCHANDISE RETURNS” section, where the address to which you must send the package and the items for that return are detailed.
• The return must arrive within the deadline (14 days from when you received the order until it reaches our facilities).
• The product must be in perfect condition, unused, with the original labeling and in the BOX in which the product was shipped. Any return that does not comply with these conditions will not be accepted.
• When we receive the package at the office, we will process the return within 1-7 business days; once received, we will send you an email notifying you. You will be refunded by the same method used for the order (credit card, PayPal, or transfer). Remember that the refund by debit or credit card depends exclusively on your bank, so it may take 1 to 10 business days to appear.
Warranty
MACHAY customers benefit from the warranty provided by each product’s different manufacturers. This warranty is stated in each product’s description.
Defects or damage due to improper use or handling of the item, as well as wear and tear from normal use, are not included in the warranty.
If you find any problems, please contact our Customer Service. We will review the case.