ACCESS/REGISTRATION
Firstly, it should be noted that “My account” is a personalized page for each user, which contains all the services offered by Essax. If you are already registered, by indicating your email and password, you will be able to:

  • View/Modify your personal data
  • Change password
  • Access the newsletter and modify the information you want to receive
  • See the status and history of your orders
  • Sign off

–

SHOPPING GUIDE
To place an order, it is essential to be previously registered at www.essax.es, and to register you will have two options:

To register before ordering

  • You must access the main menu, upper right area, and click on the icon that symbolizes the silhouette of a human head, which corresponds to the Registration option.
  • You must register only once. To do this, you need an email address and a personal password. We will ask you for the shipping address, as well as your personal data, once you place the order (We adhere to current data protection regulations and will not provide your data to third parties)
  • Once you have clicked on the “Register” button, a registration confirmation email will be sent to the email address indicated in the previous step.
  • To validate the registration, you must click on the link in the email.

Register during the purchasing process

  • You must add the items you want to purchase to the cart.
  • Once in the basket, click on the “Place order” button, which will take us to the checkout.
  • Once at checkout, in the address and contact information section, you must fill out all the mandatory fields, all of them marked with (*). At the end of the form you must indicate a personal password that will be the one with which you will access your account after making the purchase.

–


PURCHASING PROCESS

  • Once you have chosen the item, you will have to choose the size (saddle width), the color and the units you want. Next you will have to click on the “Add to cart” button.
  • After adding the products to the cart, you can go directly to the checkout process or you can modify the items in the cart.
  • If you want to go to the payment process, you will have to position the cursor on the cart icon in the top/right menu and click on the “Finish purchase” button.
  • If you want to modify, delete or add an item, you can do so by going to the basket. You must position yourself on the cart icon in the main menu and click on the “View cart” button and once you feel satisfied with the products in the cart, click on the “Finish purchase” button. (If you have a promotional code you can also enter it in the cart, but remember that you must be registered and logged in with your account).
  • Once in the checkout section, you must follow the indicated steps and complete the requested information. Fields with an asterisk (*) are required. If you are not registered, you must provide a personal password that will be used to access your account after making the purchase.
  • In the next step you must indicate the delivery point. All products on our website have the option of being sent either to your home or to a point of sale with which we have agreed upon these conditions.
  • Finally, you must make the payment. The platforms guarantee the privacy of information and protect information during the user data transmission process, offering secure transactions. You can make the payment through Paypal (you can check at   www.paypal.es ) credit card, or Bizum (you can consult at https://bizum.es/). The payment cards accepted for payment are: Visa, Visa Electron, Maestro and Mastercard. The credit card payment process will be carried out under high security measures, provided by the payment gateway provided by the Bankia banking entity.
  • Once payment has been made, we will send you a confirmation email with all the details of the purchase.
  • You can also see the details of your order by accessing your account, in the “orders” section. Here you can see the order number, order date, order status, estimated shipping date, quantity, product amount, shipping costs, total amount, collection point, personal data, etc.
  • Our website has the SSL security credential, acronym for Secure Sockets Layer. It is a protocol for web browsers and servers that allows the authentication, encryption and decryption of data sent over the Internet, and that makes browsing and transactions carried out inside it secure.

–

DELIVERY TERM
At Essax we do everything possible and more in order to meet the estimated delivery times, however, the situation may arise that we cannot meet the estimated dates for different reasons. In any case, you will be informed of this.

Once the order has been placed, you can track delivery dates, among other things, in the “orders” section (see order tracking). In any case, for any information about the order, you can contact our customer service by calling 966 967 620 or writing an email to ventas@essax.es.

–

ORDER TRACKING
You will be able to track your order from your account. To do this, if you are already logged in, go to “My Account” in the main menu and if you are not logged in, go to “Registration” in the main menu and indicate your email and password. If you don't remember your password, click on the link. Have you forgotten your password? and follow the steps below to reset your password.

If you have forgotten the email, contact the customer service team (info@essax.es, or 966 967 620), and tell us the order number, which you can find in the purchase confirmation email that is sent. sent to you after making the purchase.

Once in “orders” you can check your orders, which may be in the following states:

Confirmed
Your order has entered our system and has been confirmed by Essax, we will shortly begin processing it to be able to send it to the corresponding address.

Cancelled
While your order is in CONFIRMED status, you can cancel it from the “My Account” “Orders” section. As soon as you request the cancellation of the order, its status will become CANCELED.

If for some reason you have not requested the cancellation of the order and the status of your order is CANCELED, we may have had to cancel your order for various reasons. For more information, please contact customer service ventas@essax.es.

Sent – Tracking
Your order has left the warehouse. You will receive a shipping confirmation email and within 5-7 business days it will be delivered to the requested delivery address. If the order is delivered to a C&C point, the store will contact you to collect it. In any case, in the shipping confirmation email you will have the contact information of the C&C point.

In the event that the customer would like to know the actual tracking of their order, they must expressly request it.

Return requested
If after receiving the order, for any reason, you wish to return the order, you can do so through the “My account”, “Orders” section. As soon as you request the return, the status of the order will change to RETURN REQUESTED.

To review the conditions associated with the cancellation and/or return of an item or order, carefully read the “cancellations and returns” section.

Return accepted
Once we receive the product in Essax and confirm that the returned product is in perfect condition, its status will change to RETURN ACCEPTED. At the same time, the amount of the returned products will be credited within a period of 4-7 days, excluding the shipping costs generated in the initial order.

–

SHIPPING COSTS
Shipping costs are free for purchases of any amount, as long as the destination is Spain and mainland Portugal, and the Balearic Islands.

For more information you can write an email to ventas@essax.es or call 966 967 620.

For purchases with shipping to areas other than those previously specified, we recommend carrying out a mock purchase. By entering the complete shipping address, our Fedex application, with rates and destinations updated in real time, will inform you of the final price of your shipping costs.

 

–

RETURNS AND CANCELLATIONS

Order cancellation
Before the item has been shipped, you have the opportunity to cancel the items included in your order. To cancel one or more items you must access your “orders” account and click on the “see details” link of the order you wish to cancel. Once in the order, you must select each of the items you want to cancel and click on the “cancel selected items” button. Next, you must select the reason for cancellation, and confirm the cancellation

Once you finish the cancellation process, we will proceed to make the refund using the same method you used for payment. The payment will be made between 5-7 days from the moment the cancellation was made.

Return conditions
If you wish to exchange an item for a different size or color, you must return the item and place a new order.
You can return the product within 15 days from when the item was delivered to you. The product must be in the same condition in which it was delivered, unused and with its original packaging and labels.

To make the return, follow the instructions specified below:

  • You can access your account and review any of your orders in the “orders” section, where you can return one or more of the items included in your order. Please note that you will only be able to make a return request if the order status is “shipped”.
  • Check the items you want to return and confirm by clicking the “return selected items” button.
  • You will receive an email with a return authorization number. You can cut out the return number framed in a rectangle inside said email and paste it on the outside of the box in a clearly visible way.
  • Once we receive the product in Essax and confirm the status of the product, the refund will be made in the same way in which the purchase was made, excluding the corresponding shipping costs for the return. This credit will take between 5-7 days to be reflected in your account.

Products damaged during transportation
If you notice any damage or impact on the box when receiving the order, note the problem on the transport company's receipt note (e.g. “damaged package”) and return the unopened box to the carrier; Report the incident immediately to our customer service team by calling the telephone number 966 967 620 or writing an email to ventas@essax.es.

If an item arrives incorrect
If on any occasion, by mistake, you receive an item that you have not ordered, send an email to orders@essax.es or call the phone number 966 967 620.

–

WARRANTY CONDITIONS AND TERMS
LEGAL WARRANTY, is the policy that we offer by law with validity of two years, or failing that, whatever the country has determined as the legal warranty period.

Coverage
Essax guarantees all the products it manufactures and/or distributes, during the first two years from their acquisition, for any defect in conformity thereof. This warranty will only be valid for the original purchaser of the product, and the purchaser will have the right, in the event of a lack of conformity, to repair and/or replace the defective product, completely free of charge for the affected user.

It is established in accordance with the criteria and conditions described in Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws.

Conditions
In the event of exercising this guarantee, the user must provide ESSAX with the product acquisition document.
The user must keep the purchased product in good condition, and ESSAX may reject warranty claims that are directly due to a defect in the maintenance of the product by the user.

The guarantee is not applicable in any case to breakages or defects resulting from negligent use of the saddles, the assembly of other accessory elements not original to those supplied or assembled by the factory, or inappropriate manipulations and maintenance operations by the user. , or by any third party on its behalf. This guarantee does not cover in any case the normal wear and tear of perishable elements of the product.

Process
In order to process any claim for said guarantee, the user must go to the point of sale where they purchased the product, or to ESSAX directly in the case of having purchased the product on the website www.essax.es, through the channels regulars of contact. In the event of exercising this guarantee, the user must provide ESSAX or the collaborating store with a copy of the product acquisition document (purchase invoice).

This guarantee will be subject to the decision of our technicians, regarding the nature of the lack of conformity of the product, after a study of the part in question.

If repair is not possible and ESSAX chooses to replace the product, ESSAX will replace the non-conforming products with similar ones, and if this is not possible due to stockage reasons, it will deliver to the user other products of equal quality and performance. of those available in the ESSAX range, the annuity in which the warranty claim occurs.