Exchange and refunds

Can I Exchange or return my Pitusas?

Yes, once you have received your Pitusas, either at a pickup point or at a home, you have up to 15 calendar days from the day of receipt to return them or change their size. After this period, no exchanges or refunds will be made.

1) In case the customer wishes to make a size change, he should write an email to cambiosydevoluciones@pitusas.es attaching the information provided in How do I change the size of my Pitusas?

Once the size change has been accepted, the client will be responsible for delivering the unit to the corresponding delivery person so that the package arrives at Pitusas' offices in perfect condition. In case the Pitusas are returned used or damaged, the change will not be managed or the client will have to pay the amount of that pair for the damages caused in case he has already received the new shoes he had requested to change.

Pitusas will only accept one size change including delivery costs. If the customer changes size a second time, he will have to pay 5.95 euros for delivery costs.

If a customer requests a change to another model or colour, they will also have to pay a delivery charge of 5.95 euros for this change.

2) However, in case of a refund you should send a mail to cambiosydevoluciones@pitusas.es attaching the information provided in What should I do to return my Pitusas? to arrenge and admit the return of the Pitusas. The customer is responsible for ensuring that the package to be returned is delivered to the appropriate delivery person so that it arrives in perfect condition at its destination.

Once received in the office, the package will be checked and verified that it has been returned in perfect condition, the refund will be made within a maximum of 5 days from receipt of the package at the office.

NO refund will be made to the customer if the returned product is used or stained. In this case, Pitusas will contact the client to inform him/her about the state in which the package has arrived.

WHAT SHOULD I DO TO CHANGE THE SIZE OF MY PITUSAS?

The delivery costs of Pitusas only covers one change in size of the model purchased. The changes of model or colour would not cover the delivery costs of that pair, you would have to pay 5.95 euros again or make a new purchase through our web.

To change the size of your Pitusas you must complete the following procedure:

1. Send an email to cambiosydevoluciones@pitusas.es and indicate in the subject line that it is a change.

2. In the body of the email you must include the following information:
Name:
Reference number of your order:
Model and size you have at home:
Model and size you want us to send you:
Address: (Just in case you want us to pick up your Pitusas at a different address than where we delivered in the first place)

Once the request has been sent and accepted, we will inform you about the process of picking up the package and sending the new size requested. No changes will be admitted after 15 days or if the Pitusas are used or stained.

A courier will collect the model you wish to return and another will deliver the new shoe requested. The customer is responsible for repacking the box so that it will not be damaged when the unit is returned (by packing the box in a resistant bag that protects the product) and to deliver the package to the relevant delivery person.

Remember that the delivery costs are already covered if you want to make a size change, in case the customer requests a change of size for the 2nd time, delivery costs would have to be covered by the customer.

If you have any questions regarding the sizing of the Pitusas, please do not hesitate to contact us at info@pitusas.es

WHAT SHOULD I DO TO REFUND MY PITUSAS?

The delivery costs for the pick-up of a Pitusas refund are included in the purchase. To refund your Pitusas you must complete the following procedure: 1. Send an email to cambiosydevoluciones@pitusas.es and indicate in the subject line that it is a refund.

2. In the body of the email you must include the following information:
Name:
Reference number of your order:
Model and size you want to return:
Name of the person who made the purchase:
Pick up address:
Reason for your return:

Once the request has been sent and accepted, we will inform you about the pick-up process of the package. The customer is responsible for repacking the box so that it will not be damaged when returning the unit and for delivering the package to the relevant delivery person.

No returns or exchanges will be accepted after 15 days, nor will a return be accepted if the Pitusas are used, stained or broken.

Once the Pitusas have been received at the office, they will be checked and verified that they are in good condition in order to make the refund, which will be made within a maximum of 5 working days. In case the unit is returned used, broken or stained no refund will be given.

HOW WILL I RECEIVE MY REFUND?

Once the return has been processed through the email cambiosydevoluciones@pitusas.es and the Pitusas are received at the office and checked to ensure that they are in perfect condition, within 5 working days the amount of the Pitusas will be refunded. This does not include the 5.95 euros of delivery costs.

In case the unit is returned used or in poor condition, no refund will be made.

WHEN WILL I RECEIVE MY REFUND?

Once it has been checked that the Pitusas have been returned in perfect condition, a refund will be made within 5 working days. Once the transaction has been carried out, we will send an e-mail confirming the correct refund of the Pitusas, not including the delivery costs, 5.95 euros.

WHAT IF MY PITUSAS HAVE BEEN RETURNED IN CASE OF ABSENCE AT THE ADDRESS?

The delivery company will make up to two delivery attempts. If the customer is not at home or has not agreed to anything with the delivery person and his order is returned to Pitusas’s offices, the customer must take responsibility for that package. You should contact Pitusas via info@pitusas.es and inform them of the situation so that they can be sent back, in addition to paying again delivery costs, 5.95 euros.

WHAT IF I AM NEVER AT HOME FOR WORK REASONS?

The transport company with which Pitusas works has different pickup or delivery points available. The customer can request to be sent to these points and pick them up there.

If a customer requests to pick up his order at a pickup point he must take responsibility for the collection of his package and request in case he needs it an exchange or a return within the deadlines, i.e. 15 days from delivery.

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