Return & Refund

RETURN, EXCHANGE AND REFUND POLICY

Important Notice: You are strongly advised to refuse delivery of any parcel that shows visible signs of damage.

No returns will be accepted without prior written authorization from Morette Polimer SL (issuance of a Return Merchandise Authorization / RMA number).

1. General Return Terms

  • Time Limit: You have a period of fourteen (14) calendar days from the date of delivery to notify us of your intent to return the item and to dispatch the return shipment. Upon expiry of this period, no refunds or exchanges will be granted, except with our prior written consent.

  • Prior Authorization: No returns will be accepted without prior written authorization from Morette Polimer SL (issuance of an RMA number).

  • Mandatory Marking: The Return Authorization Reference (RMA number) must be clearly displayed on the outside of the parcel.

  • Return Shipping Costs: Return shipping fees shall remain the sole and exclusive responsibility of the customer and are non-refundable.

2. Product Eligibility Criteria

To qualify for a return, the item must strictly satisfy the following conditions:

  • Be in brand-new, unused condition, exactly as received upon delivery.

  • Be returned in its original packaging, undamaged, complete, and with all parts/accessories included.

  • Show no evidence of attempted installation, improper use, or modification contrary to original manufacturer specifications.

Note: Any attempted installation of the product automatically voids and forfeits any claim.

3. Procedure for Goods Damaged in Transit

If a parcel is delivered in a damaged condition, formal reservations must be entered immediately with the carrier upon receipt (on the paper delivery slip or handheld electronic device).

To enable the carrier to process your claim, you must provide the carrier with the following photographic proof (and copy us in the communication):

  1. At least three (3) photographs detailing the damage to the item(s).

  2. At least two (2) photographs of the outer packaging (showing the condition of the box upon delivery).

  3. At least two (2) photographs of the inner packaging (illustrating how the product was protected).

  4. At least one (1) legibly readable photograph of the shipping label.

4. Refund Process

  1. Inspection: Upon receipt and inspection of your returned item at our facilities, you will receive an email acknowledging receipt, followed by a formal notification approving or rejecting your refund claim.

  2. Payment Method: Upon approval, the refund will automatically be credited to your original method of payment within standard processing timeframes.

  3. Promotional Items: Only regularly priced items are eligible for a refund. Sale, discounted, or promotional items are non-refundable (subject to applicable statutory rights).

Delayed or Missing Refunds:

  1. Check your bank account once again.

  2. Contact your credit card issuer (a processing delay before posting may apply).

  3. Contact your banking institution (interbank processing times may vary).

  4. If you have completed all these steps and have not yet received your refund, please contact us at: info@morette.com.

5. Exchanges (Defective Goods Only)

We only replace items if they are defective or damaged upon receipt.

To request an exchange for an identical item:

  1. Send an email to info@morette.com to obtain prior written authorization and a Return Reference Number (any parcel returned without a valid RMA number will be refused).

  2. Ship your product to the following address:

Morette Polimer SL

Pol. Ind. Riamba

C/ Llevant 14 - 10

25300 Tàrrega, Lleida

SPAIN

  • Shipping Recommendation: It is strongly recommended to use a trackable shipping service or purchase shipping insurance. We cannot guarantee receipt of returned items without proof of tracking and a valid assigned return reference number.

  • Delivery Times: Depending on your location, the delivery time for replacement products may vary.