Refund policy & returns

Return and Refund policy

In Fiveliswe value your satisfaction and strive to offer high quality products. If you're not completely satisfied with your purchase, you can return it and ask for a refund, subject to the following terms:

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General Conditions

1. State of the Product:

   • Products must be returned in their original condition, unused and with their packaging intact.
   • Returns will not be accepted for products damaged by the customer or used.

2. Return process:

   • Requesting a return authorization number (RA) by writing to support@fivelis.com. Includes the reason detailed and attach the photos or video of the product.
   • Once approved, you will receive the number of RA and the warehouse address where you must send the product.

3. Shipment of the Product:

   • Use a mailing service traceable to ensure the arrival of the package. Fivelis not responsible for packages lost or misplaced.

4. Refund:

   • After receive and check the product, we will process a full refund to your original method of payment. You will receive an email confirming the refund.

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Refunds Late or Missing

If you have not received your refund within the expected timeframe:

1. Check again your bank account.
2. Contact your bank or credit card company, as it may be delays in the publication of the reimbursement.
3. If the problem persists, please contact us at support@fivelis.com.

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Returns due to Defects or Errors

• If the product is defective or the mistake was ours:
  • We will refund the cost of the shipment and we will replace the product at no additional charge.

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Term of Return

• You have a period of 14 days from receipt of product to request a return. This term extends in 7 days with the regulations in force.

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Returns Not Valid

We do not accept returns in the following cases:

• The customer decides to cancel the purchase after shipment.
• The product is no longer desired or was found cheaper at another store.
• The address provided was incomplete or incorrect.

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Process to Return a Product

1. Contact our team support@fivelis.com or through our contact form on https://fivelis.com/contacto.
2. Pack the product appropriately to prevent damage in transportation.
3. Sends the package to the address provided after receiving the authorization.

Note: We will not accept returns of damaged goods during transport due to improper packaging.

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Cancellation policy

• You can cancel your order before it is processed. In this case, we will apply a fee 15% to cover administrative costs.
• Once your order has been processed or shipped, it shall not be possible to cancel it.

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Applicable Taxes

All prices include the applicable VAT.

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Shipping & Delivery Times

• Preparation of the Order: 1-3 working days.
• Transportation time: 1-15 working days according to the customer's location.
• All orders include free shipping.

Note: This term does not include errors in the shipping information provided by the client.

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Frequently Asked Questions

Can I change my delivery address?

• Send us an email as soon as possible support@fivelis.com. If the order has not been processed, we may make the change. However, if it was already sent, it will not be possible to modify it.

Will I receive a tracking number?

• Yes, you will receive an email with the tracking number once your order has been processed.

What happens if the product comes in bad condition?

• Contact our team within the first 14 days to manage the return or replacement.

How long does it take for a refund?

• The refund can take up to 14 days from the reception and verification of the returned product.

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Satisfaction guarantee

Your satisfaction is our priority. If you have any questions or need assistance, please do not hesitate to contact us through support@fivelis.com.