Returns and refunds policy
General
This policy applies to the return of the Extraction Kit purchased from AcciOnHoy. It provides general rights of return and refund before the Test is used, as well as limited rights of refund and replacement after use. Please note that, unless (i) otherwise provided by law or (ii) expressly provided in this policy, any other replacement or refund will be at AcciOnHoy’s sole discretion and without any liability or prejudice to your rights.
You may contact us at atencioncliente@accionhoy.com for any further queries.
(A) Return and refund rights prior to use of the removal kit
Returns within 5 working days
Returns can be accepted if AcciOnHoy is notified within 5 working days of delivery of the removal kit via atencioncliente@accionhoy.com. You must return the removal kit within 7 days of notification of the return and in accordance with the instructions provided.
Unless otherwise agreed, AcciOnHoy will reimburse you in the manner in which we receive your payment. You will be responsible for all fees and costs associated with the shipping and/or return of the removal kit, subject to applicable law.
To receive a full refund for your extraction kit purchased from AcciOnHoy, it must be returned in accordance with the above, undamaged and unused in its original sealed and unopened packaging.
If the extraction kit has been opened, but not used or processed, you will receive a 50% refund of the price paid for the extraction kit, you will be responsible for shipping costs to AcciOnHoy.
If the extraction kit has already been used, we will not accept returns.
Damaged / missing kits
If you receive a damaged or defective extraction kit, you must notify us on +34 616 873 271 or atencioncliente@accionhoy.es within 7 working days of delivery to initiate a damaged or defective extraction kit claim for a new extraction kit. You are required to retain all packaging material, envelope and broken items and provide them to us upon request and at our expense, in order to complete the investigation. If the investigation confirms that the kit is damaged or defective, AcciOnHoy will provide you with a replacement kit within 5 working days of completion of the investigation.
Undeliverable orders
Any order that is returned to AcciOnHoy as refused by the recipient or undeliverable will be refunded, but you will be subject to a return handling fee, subject to applicable law. AcciOnHoy reserves the right to refuse delivery of extraction kits that require payment fees that have not been prepaid by the sender.
Lost Extraction Kit
(i) International shipments:
If you do not receive your extraction kit and the tracking information shows that the kit has been delivered, you must notify AcciOnHoy immediately at atencioncliente@accionhoy.es so that a lost package tracking can be initiated with the courier service. Replacement kits will not be shipped until the courier cancels the tracker request and AcciOnHoy grants permission for a replacement kit to be delivered. AcciOnHoy will be responsible for all fees and costs associated with the shipment of replacement kits. AcciOnHoy will not provide refunds for any lost removal kits under any circumstances or be liable for any claims arising from such loss, except as expressly provided in this policy and subject to applicable law.
(B) Discretionary Refunds and Replacement of Removal Kit After Use
Subject to the provisions of this paragraph, users will not qualify for a replacement or refund after use of the removal kit. AcciOnHoy may, at its discretion, offer limited refunds or replacement rights only in circumstances where an investigation indicates that a test was not performed in accordance with the user agreement.
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