• You can only cancel an order if it has not yet been processed and invoiced.
• To cancel an order, you must notify us by email at pedidos@iosna.es , providing us with the number of the order you wish to cancel.
• The collection will be made at the address where the order was previously sent. The transport company MRW will contact the customer to collect the package. The condition of the material will be verified and the amount of the item will be refunded. Refunds may take a few days to process so we can check the condition of the merchandise. The full amount of the products will be refunded, excluding shipping costs.
• If you selected "prepayment" as your payment method and have already made the transfer or deposit, you must also provide us with your bank details (account number) so we can refund your money. This process is only possible in writing.
• The refund amount is for the items only.

    Returning a product due to damage during transport
Upon delivery, please ensure that the package received is externally in good condition, completely closed and with no signs of tampering. Otherwise, note this fact on the carrier's delivery note, reject the shipment and notify Herrajes de Aluminio y PVC in writing as soon as possible. In cases of product deterioration or lack of conformity due to transport (which are not apparent at the time of delivery), you must notify Herrajes de Aluminio y PVC within 7 calendar days of receipt via email at comercial@iosna.es
You can contact our Customer Service by calling our number 936657084 - 640306102, Monday to Friday from 8 a.m. to 4 p.m.) or by sending an email to IOSNA ,Cam? de Sant Crist?fol n? 2 Nave 5E ,08292 Esparreguera -Barcelona ,Tel. +34 936657084 ,Whatsapp.640306102 ,email : pedidos@iosna.es ,Horario: Lunes-Viernes: 8-13 13:30-16h.
If the requested product does not suit your needs, it will be accepted the return with the shipping and collection costs being paid by the customer. The product must be in perfect condition, including the original packaging, and once we verify its condition in our warehouse, we will proceed to refund the amount of the item by bank transfer.
Important: In case of non-accepted, returned or rejected shipment, due to the customer, the customer will be responsible for the shipping and return costs.
It is very important that you remember to notify us within the stipulated period (7 calendar days from receipt of the order) of any breakage or damage due to transport so that we have proof that there has been an incident. Remember that we only have these 7 calendar days to make the insurance effective, so you must notify us of these facts within this period.
You must follow the instructions for sending the return as indicated by our Customer Service department.
Return of a product due to withdrawal (Option not valid for companies or professionals)
The item you received does not satisfy you and you have decided to return it.
You have the right to withdraw from the purchase within a period of 5 business days without having to justify it. The withdrawal period will expire 5 business days from the day you or a third party indicated by you, other than the carrier, acquired physical possession of the goods.
To exercise the right of withdrawal, you must notify Herrajes de Aluminio y PVC. (Address: IOSNA ,Cam? de Sant Crist?fol n? 2 Nave 5E ,08292 Esparreguera -Barcelona ,Tel. +34 936657084 ,Whatsapp.640306102 ,email : pedidos@iosna.es ,Horario: Lunes-Viernes: 8-13 13:30-16h). by phone: 936657084 - 640306102 or email IOSNA ,Cam? de Sant Crist?fol n? 2 Nave 5E ,08292 Esparreguera -Barcelona ,Tel. +34 936657084 ,Whatsapp.640306102 ,email : pedidos@iosna.es ,Horario: Lunes-Viernes: 8-13 13:30-16h of your decision to withdraw from the contract. You may also make an unequivocal declaration of your decision by means of a letter sent by post.
To comply with the withdrawal deadline, you must notify us in writing that your communication regarding the exercise of this right is sent before the corresponding deadline expires.
Consequences of withdrawal:
In the event of withdrawal on your part, we will refund the payments received, without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract.
We will proceed to make said refund