Cancellations and Returns

Cancellations and returns for professional orders

This page explains the cancellations and returns procedure applicable to orders placed with Shelf2000 by companies, sole traders, clubs, distributors and other professionals.

Important: Shelf2000 sells exclusively to businesses and professionals. Therefore, the 14-day right of withdrawal available to private consumers does not apply.

1. Requesting cancellation of an order

If you need to cancel a confirmed order, contact Shelf2000 as soon as possible and provide the order number and the purchasing company’s details.

A cancellation request does not mean that the order has been cancelled automatically. Shelf2000 will check the status of the order and confirm in writing whether it can still be stopped.

If preparation or manufacture has not begun, Shelf2000 will review the request and inform the customer of the applicable conditions.

If preparation, purchase of materials, customisation or manufacture has already begun, cancellation may be refused or the costs of work, materials and expenses already incurred may be deducted.

2. Products manufactured or prepared to order

Some products may be manufactured, modified or prepared specifically according to the model, quantities, colours, dimensions or requirements specified by the customer.

These products cannot be cancelled or returned because of a change of mind once their preparation or manufacture has begun, unless Shelf2000 expressly agrees otherwise.

This restriction does not affect claims relating to incorrect or incomplete products or defects attributable to Shelf2000.

3. Commercial returns

Return requests resulting from the buyer’s commercial decision must be reported within 48 hours of receiving the order.

The request must be reviewed and authorised in advance by Shelf2000. No product should be sent before the customer has received the corresponding authorisation and return instructions.

For a commercial return to be accepted, the product must be:

• Unused and uninstalled.
• Complete and unmodified.
• In its original packaging or other suitable packaging.
• Properly protected to prevent damage during transport.
• Identified using the order number or reference provided by Shelf2000.

Shelf2000 may refuse products that have been used, installed, modified, returned incomplete, damaged through incorrect handling or sent without authorisation.

4. Commercial return costs

The customer will bear the shipping costs and risks associated with a return requested because of the buyer’s commercial decision.

Returns sent carriage due will not be accepted unless Shelf2000 has expressly authorised this in writing.

If the return is due to an error by Shelf2000, an incorrect product or a lack of conformity attributable to Shelf2000, the customer will receive the applicable collection or return instructions.

5. Incorrect, incomplete or defective products

If you receive a product different from the one ordered, any units are missing or there may be a manufacturing defect, contact Shelf2000 as soon as possible.

The report must include:

• Order number.
• Name of the purchasing company.
• Reference and quantity of the affected products.
• A clear description of the incident.
• Photographs or videos that allow the problem to be assessed.

Shelf2000 will review the information and explain the relevant procedure. Depending on the circumstances, the solution may involve completing the order, repairing or replacing the product, manufacturing a new unit or refunding the corresponding amount.

6. Damage caused during shipping

The customer must check the number of packages and the external condition of the packaging when the order is delivered.

If the packaging shows signs of impact, breakage, moisture, deformation, missing packages or any other damage, the specific issue must be recorded on the carrier’s delivery note before accepting the delivery.

Whenever possible, photographs should be taken of the packaging, shipping label and affected products.

The incident must be reported to Shelf2000 within 48 hours of delivery, quoting the order number and attaching the available photographs.

This notification period allows the claim to be handled promptly with the carrier, but it does not limit any rights the customer may have regarding internal or hidden defects under the applicable commercial legislation.

7. Inspection of returned products

Once the product has been received, Shelf2000 will check its condition, identification, contents and packaging.

Final acceptance of the return and the applicable solution will depend on the reason for the request and the result of this inspection.

If the product shows unreported damage, signs of use, previous installation or insufficient packaging, Shelf2000 will inform the customer before making a decision.

8. How to request a cancellation or return

1. Contact Shelf2000 before sending any product.
2. Provide the order number and company details.
3. Explain the reason for the request.
4. Attach photographs or videos if there is an incident.
5. Wait for authorisation and instructions from Shelf2000.
6. Prepare the product according to the instructions received.

You can submit your request using our contact page or by emailing administracion@shelf2000.es.

9. Complete terms

This page summarises the practical procedure. The complete rules are set out in our terms of sale for businesses and professionals .

You can also consult the applicable shipping conditions on our shipping and delivery page.

10. Contact

For assistance with a cancellation, return or incident, contact Shelf2000 and always provide the order number.

Email: administracion@shelf2000.es
Telephone: +34 911 489 966
WhatsApp: +34 657 131 380