Help

Shipping and delivery:

What is the order tracking code?

When your order is shipped from our warehouse, you will receive a confirmation email along with the estimated delivery date. In that same email you will receive a tracking link from the transport agency in charge of your shipment, so you can track it. Please note that the link may take a few hours to display information.

It is important that you check the link regularly as the courier will update it with all the information about the delivery. If you need to make any changes to the delivery date or address, you can also manage it from that link on the agency's own website.

What are the delivery times?

Shipping times are reflected on each product sheet.

In Rehabilitaweb there are two types of delivery time:

- Delivery time for standard shipments is 2 to 5 business days for products we have in stock. The five days are established as an average for voluminous merchandise that requires specific handling and delivery arrangements.

- If we do not have stock, we will make a request to the supplier and you will be notified of the new forecast. In this case, Rehabilitaweb will facilitate the cancellation of the order without incurring an additional cost, providing a full refund of the amount paid in the first instance.

When you ship your order, we will send you an email with the tracking number.

If 10 days have passed since you received confirmation and you have not received your package, contact us.

How much are the shipping costs?

Shipping costs are reflected during the purchase process in the cart and may vary depending on the weight or dimensions of the product. They may eventually be free or be affected by temporary promotions and specific discounts.

How is it delivered?

The products are sent to the address that you have indicated to us when placing the order, in the section specified for this purpose. In the case of placing an order for several items with different availabilities, the shipping time will take into account the longest expected delivery. In exceptional cases, Rehabilitaweb reserves the right to break down the order, sending the available items.

The couriers do not contact by phone to notify before making the delivery. When you ship your order, we will send you an email with the tracking number; It is important that you check the link regularly as the courier will update it with all the information about the delivery. If you need to make any changes to the delivery date or address, you can also manage it from that link on the agency's own website.

From the shopping cart you can select the type of shipping:

- Home delivery: Transportation includes from our facilities to the address you have given us as the delivery address, said delivery only includes up to street level. In the event that the material has to be uploaded to the home for special reasons, the client must contact Rehabilitaweb before placing the order so that the service can be contracted through the collaborating agencies.

- Pick up at the Logistics Center: Located at C/ d’Enric Granados nº16 in Esplugues de Llobregat cp. 08950 (Barcelona) Spain. To pick up the order you must present your DNI or identification document along with the order. This collection method has no associated transportation cost.

If you detect any problem at the time of delivery of your order (damaged packaging, damaged items, missing products or erroneous shipments) you must indicate it in writing on the carrier's delivery note, exactly describing the anomalies, which must be demonstrated, evidenced and/or or recover, expressing possible negligence through observations such as “merchandise received beaten”, “boxes opened or manipulated”, etc. It will not be valid to express only “according unless examined”. Then you must send photographs of the external packaging and the material itself, showing the damage caused to the purchased product and the shipping label (at a legible distance) to our email.

The LOTT establishes a period of 48 hours from receipt of the material to make claims for damage during transport. Once this time has elapsed, Rehabilitaweb will make the relevant claim in the same way, although we cannot ensure a favorable resolution thereof.

Where do we ship to?

At the moment, Rehabilitaweb makes shipments to Peninsular Spain and the Balearic Islands, excluding the Canary Islands, Ceuta and Melilla.

We also ship to Mainland Portugal, mainland France, Germany, Italy, Holland, Greece, Poland [...]

Is my order divided into several packages?

We know how important it is for you to receive your order as soon as possible. Is by That is, sometimes we will send you separately the items that are prepared for shipping before the rest.

When this happens, we will notify you in advance.

For each shipment you will receive a confirmation email with its corresponding tracking link and it is possible that a different transport company will be responsible for the delivery of each shipment.

For each shipment you will receive the invoice for the material sent to comply with the product warranty.

You can return these types of orders by combining the items that arrived in different packages in the same box in a single return.

I received an item I did not order!

Check if the delivery note that arrived with your order has your name and the correct information for your order. If so, please contact Rehabilitaweb through our email, attaching photographs of the packaging and the product reference. Once it is verified that we have sent you the item by mistake, we will send you the purchased product and we will collect the product sent by error without any extra cost.

If the name that appears on the delivery note is not that of the account holder with which the order was placed, contact us in the same way by email and we will redirect the packages as soon as possible.

We apologize for any inconvenience this may have caused you.

I received the package damaged!

If you detect any problem at the time of delivery of your order (damaged packaging, damaged items, missing products or erroneous shipments) you must indicate it in writing on the carrier's delivery note, exactly describing the anomalies, which must be demonstrated, evidenced and/or or recover, expressing possible negligence through observations such as “merchandise received beaten”, “boxes opened or manipulated”, etc. It will not be valid to express only “according unless examined”. Then you must send photographs of the external packaging and the material itself, showing the damage caused to the purchased product and the shipping label (at a legible distance).

The LOTT establishes a period of 48 hours from receipt of the material to make claims for damage during transport. Once this time has elapsed, Rehabilitaweb will make the pertinent claim in the same way, although we cannot ensure a favorable resolution thereof.

Item Availability

The selection of products offered on Rehabilitaweb is valid as long as the products are visible on the website, with available stock limits. If the merchandise is in stock, the approximate delivery time is 2 business days. If, on the other hand, we do not have stock, we will make a request to the supplier and the delivery time will be modified. If there are affected customers, they will be notified of the new forecast and they will be facilitated in canceling the order without incurring an extra cost, making a full refund of the amount paid in the first instance.

These deadlines are calculated on business days – Monday to Friday – since Rehabilitaweb does not ship on Saturdays, Sundays or holidays.

The indicated delivery times are indicative. In any case, a delay in delivery with respect to the indicated deadlines will not entitle the customer to demand any compensation.

Return and refund

How to return a product?

You have a period of 14 business days from the date of receipt of the product to return it. In any case, you must send the products, through a logistics company of your choice or your own means, to the Rehabilitaweb Logistics Center at C/ d'Enric Granados nº16 in Esplugues de Llobregat 08950, Barcelona. To the attention of Rehabilitaweb.

We remind you that any material used, installed or without the original factory packaging can never be returned through withdrawal.

The material must comply with the following:

- It must be packed in the same conditions as it was delivered. In its original factory packaging and without any damage or evidence of having been used.

- We emphasize the importance that you must protect the material properly so that it reaches us in the same state in which you send it to us. Avoiding possible damage during transportation.

- We recommend that you take photographs of the material before sending it, in which you can appreciate its condition, its packaging and protections.

- If upon receiving the merchandise we observe external or internal damage that prevents it from being sold to another customer, we will reject the material and its return. You must use the photographs mentioned in the previous point to make the relevant claim to the company you hired.

Once we receive the material and review its condition, we will refund the amount proportional to the condition of the product. This being 100% of the preprice of the product if it is in perfect condition for new sale.

In the order refund operation, the shipping costs associated with the first delivery will be deducted as a service already provided by Rehabilitaweb. In the case of an order with free shipping for the customer in the first instance, they will be deducted from the order total. .

The amount will be returned through the same payment method with which the order was placed.

At Rehabilitaweb we make available to all clients an online advice channel to provide guidance on technical and regulatory aspects that allow you to resolve your doubts before closing the purchase on the website. You can direct your queries to our email. Therefore, we understand that any purchase made directly by the buyer without prior consultation is carried out with full knowledge of the features of the product and its suitability for the installation where it will provide service.

For this reason, Rehabilitaweb is not responsible for the amount of shipping costs for the return of any product without express authorization. Shipping of the material will be the responsibility of the client.

I have received a product and after installing it it is defective!

As established by current law, all products will have a minimum two-year warranty. On each article page on Rehabilitaweb, the different guarantees and terms of each one are specified.

If, once you have installed or started using the product, you detect a malfunction or factory defect, contact the brand's Technical Assistance Service in your area. You will only have to present the Rehabilitaweb purchase invoice to make use of the guarantee and that there will be no additional charge for the review and repair or exchange of the defective product.

It is very important that the product is not manipulated or uninstalled from the location and position in which it is located when the failure is detected, as the SAT will review the installation to ensure that it is a failure of the item. For this reason, at Rehabilitaweb we always recommend using an accredited installer who offers guarantees on the installation itself and ensure that you are covered in the event of a breakdown or malfunction. Sometimes (air conditioners, water softeners, aerothermal equipment, etc.), the SAT itself may ask for the installer's information to contact him prior to the in-person visit to the home.

Contact for each manufacturer's SAT is made through the maraca's own website, adding your information will find the closest SAT.

What does the right of withdrawal contemplate?

By law, you have a period of 14 days, counted from the date of receipt of the product, to return it without expressing any reason, thus exercising the right to withdraw from the sales contract. However, we remember that, to return products this way, they must not have been unpacked, used, manipulated or installed.

At Rehabilitaweb we have a free advice channel, either by telephone or email, through which you can find out about the technical characteristics and specifications of the product and thus avoid making errors when placing the order. Therefore, Rehabilitaweb will not be responsible for any errors in orders that have been purchased directly.

How will I receive money for a return?

Depending on the payment method you used, we will refund you as follows:

- Credit or debit card: you will receive a credit to the account associated with your card, which you can check on your card statement. The payment settlement date does not depend on us but on the contractual conditions of the card itself with the bank.

- Paypal: You will receive an instant credit to your PayPal account.

- Bank transfer: You will receive a credit directly into your bank account. We will need you to provide us with the bank account where you would like the refund to be made since we do not store that information about our customers' orders.

- Payment in installments (Sequra): If you have processed the payment in installments, we will tell our financial company Sequra to refund the amount of the fee that has been charged to you and cancel the financing.

- Gift card: On some occasions you can receive reimbursement through a gift card.

Please note that even if you return the order, the costs of the first shipment are not refundable.

Remember that it may take up to 10 business days from the time you deliver the package to the carrier until we receive it in our logistics center and confirm the refund of your return. When you send us the material, they will give you a shipping number with which you can check the status; We ask that, if you see that we are delayed, you notify us when it appears as “delivered” to expedite the return.

Orders

What availability do you have the articles?

The selection of products offered on Rehabilitaweb is valid as long as the products are visible on our website, with available stock limits.

If the merchandise is in stock, the approximate delivery time is 2 business days and if, on the other hand, we do not have stock, we will make a request to the supplier and the delivery time will be modified. If you are affected by these changes, you will be notified of the new forecast and it will be easier for you to cancel the order if you cannot wait.

These deadlines are calculated on business days – Monday to Friday – since we do not ship on Saturdays, Sundays or holidays.

The indicated delivery times are indicative. In any case, a delay in delivery with respect to the indicated deadlines will not be a reason to demand any compensation.

Are Rehabilitaweb products new?

All products reflected on our website are new directly from the factory and have all the guarantees offered by the manufacturer through its official Technical Assistance Service.

Does Rehabilitaweb have a physical store?

Rehabilitaweb.es is an online store so we do not have physical stores and all orders must be made online.

Access to our website is free and does not require subscription or prior registration.

How do I cancel an order?

Have you made a mistake or changed your mind about your order? Don't worry, if it hasn't been sent yet, you can cancel it without problems.

In order to cancel an item or an order you must send us an email indicating the order or product you want to cancel.

You will receive the refund through the same payment method you used.

If your order has been sent, you must wait for the transport agency to deliver it and request the return by email.

What are the turnaround times?

Approximate shipping times are reflected on each product sheet based on the stock available at any given time.

In Rehabilitaweb there are two types of delivery time:

- The delivery time for standard shipments is 48 hours for products that we have in stock.

- If we do not have stock, we will make a request to the supplier and the forecast will be notified. In this case, Rehabilitaweb will facilitate the cancellation of the order without entailing an extra cost, making a full refund of the amount paid in the first instance.

When you ship your order, we will send you an email with the tracking number.

If 10 days have passed since you received confirmation and you have not received your package, contact us.

Where do we ship to?

Rehabilitaweb makes shipments to Peninsular Spain and the Balearic Islands, excluding the Canary Islands, Ceuta and Melilla.

We also ship to Peninsular Portugal, mainland France, Germany, Italy, Holland, Greece, Poland […]

Do Rehabilitaweb products have a warranty?

All the products reflected on our website are new directly from the factory and have all the guarantees offered by the manufacturer and at Rehabilitaweb we guarantee the quality and condition of the material we supply, in the established legal terms, for a period of two years from the delivery date.

If you detect a functional and/or manufacturing defect in the purchased products, and it is outside the legal claim period, you must contact the manufacturer's official Technical Assistance Service, who will authorize in writing the repair or replacement of the material in case of malfunction or breakdown within the warranty period.

Rehabilitaweb will be responsible for the price reduction or termination of the contract within this period of time as long as you have informed us of the lack of conformity within a period of two months from when you became aware of it.

We recommend that you store the original factory packaging in which the material was supplied during these two months, otherwise the commercial guarantee cannot be used during that period; Likewise, we recommend that you save a physical or digital copy of the purchase invoice to present it.

The warranty for each product will be subject to the conditions and scope established by each manufacturer.

Pay

What payment methods does Rehabilitaweb have?

Rehabilitaweb.es we offer you different payment methods so that you can choose the one that best suits you or adapts to your needs:

Payment by credit or debit card

Transfer payment

Payment through the Paypal platform

Payment through Bizum

Payment in Installments with Sequra

Receive now and pay later with Sequra.

What can I do if a payment method is not offered?

Please note that our Customer Service team has no way to change the payment methods offered to you at checkout. If your preferred method is not available at this time, it may be available again in one of your next purchases.

For data protection reasons, we also cannot know exactly why a payment method is not offered.

If your favorite payment method is not available, we apologize in advance. You will still be able to access all of our services and select one of our alternative payment methods, which are always free.

Does Rehabilitaweb issue invoices?

Yes, due to the new Tax Agency Law (SII), it is essential to prepare the invoice with the Buyer's data in the following fields:

Name: As it appears on the D.N.I.

Surnames: Both and as they appear on the D.N.I.

NIF: All numbers and letters that appear on the D.N.I.

If these fields are not correct when formalizing the order, we will issue a simplified invoice, that is, the buyer's data does not appear in the invoice header and those of Rehabilitaweb do appear.

This type of invoice is contemplated in the Law for purchases not exceeding €3000.00 VAT. including.

If it is a company, the tax data, Name, (the name as it appears on the CIF registration card) and CIF Number with letters and numbers must be correct.

The guarantees of the purchased goods will have value, even if the invoice is simplified.

How can I download my invoice?

You will find your invoice in the “My orders” section of your user account. The invoice will appear one day after payment has been received.

What taxes are charged?

All prices reflected on Rehabilitaweb include the applicable value added tax (VAT) in your country. There are special cases of VAT exemption:

If your company in the EEC has a European VATID, you must indicate it in the order observations, specifying the VATID in the order and we will refund the corresponding amount and send an invoice without VAT, as long as the Ministry of Finance authorizes us to do so. checking the data provided.

My account

Login and registration

Access to our website is free and does not require subscription or prior registration.

Sending personal data implies express acceptance of our privacy policy.

We ask you to access our website in good faith, accepting the rules of public order and the general conditions of use.

My orders

In the “My Orders” section you will find a list of your latest orders. Here you can check, at any time, the status of your current order. Click on the order to obtain a detailed view of it. Each order includes its own invoice.

How do I request my data?

If you want to see your order history, the addresses we keep, adjust or modify the information we have, and manage Newsletter subscriptions, you must send us an email and we will send you your file.

You can request a file with all your account data that includes contact information, order history. We will send this file to you by email. This may take up to 30 days, but we will likely receive it sooner.

How do I reset my password?

If you have forgotten your password, on the login screen, click “Forgot your password?”

On the next screen, enter your email address and click “Send”.

You will receive an email with a link (please note that it may take several minutes to arrive and may end up in your spam folder).

Click on the link to create a new password.

Once this is done, you can now use your new password to log in to your Rehabilitaweb account.

How do I delete my user account?:

If you wish to delete your user account, please send your request to our email.

Please note that we can only delete your account if:

1. There are no amounts pending payment

2. None of your orders are currently shipping

If your account does not meet the above conditions, we cannot delete it immediately.

Whenever possible, please resolve any outstanding issues. For orders that are currently shipping, we ask for your patience. If you placed an order less than 30 days ago, your account will be deleted as soon as the return period ends.

Why do I receive the Newsletter even if I have not subscribed?

When you give us your personal data you accept our conditions of use, this data is included in our customer file and will only be used so that you receive our Newsletter and exclusive offers.

We usually send between 2 or 3 Newsletters a week, unless we offer a special promotion.

You can unsubscribe through the link in the Newsletter (at the bottom of the message).

IMPORTANT: Make sure you do not mark Newsletter messages as spam as you could stop receiving other important messages correctly (e.g. order or shipping confirmations).

How can I give unsubscribe from the Newsletter?

You can unsubscribe through the link in the Newsletter (at the bottom of the message).

IMPORTANT: Make sure you do not mark Newsletter messages as spam as you could stop receiving other important messages correctly (e.g. order or shipping confirmations).

Are my credentials safe on the Rehabilitaweb website?

In accordance with our privacy policy, your credentials are secure on our website and Rehabilitaweb will never use them for any purpose other than that described.

If Google recommends you change your password on our website, it is not related to any specific data breach of Rehabilitaweb. This is a Google Chrome tool that checks if the password of all the pages where you log in has been part of a known leak.