Returns and Refunds Policy

At Baxlo, we strive to provide products of the highest quality alongside excellent customer service. Below, we outline our returns and refunds policy to ensure a clear and fair experience for all our customers, in compliance with current regulations.

1. Conditions for Returns
As our measuring instruments are made-to-order products, we do not accept returns due to withdrawal, except in the following justified cases:

• The product arrived damaged during transport.
• The product has a manufacturing defect (covered by the legal warranty).
• A different product from the one ordered was delivered due to our error.

For a return to be accepted, the following conditions must be met:

• The product must be unused and in the same condition in which you received it.
• It must be sent in its original packaging.

2. Process for Requesting a Return or Refund
If you need to return a product or request a refund for the reasons stated above, please follow these steps:

Initial Contact:
For claims relating to transport damage or shipping errors, please email us at baxlo@baxlo.com within the first 48 hours after receiving your order. For manufacturing defects, contact us to arrange the corresponding legal warranty process. Your email must include:

• Order number
• Description of the issue
• Clear photographs of the product and packaging if it arrived damaged or defective

Review:
Our team will assess your request within 3 to 5 working days and respond with a resolution.

Return Shipping:
If your return is approved, you will have 14 calendar days to send the package to us. Products must be sent by post or courier to our facilities at:
Paseo Sanllehy, Block 6, Unit 2, Polígono Sureste, 08213 Polinyà.
Return shipping costs will be covered by us, as the issue falls under our responsibility.

3. Restocking Fees
We do not charge any restocking fees for processing returns.

4. Refunds
If a refund is approved, it will be processed as follows:

• The refund will be issued using the same payment method used for the original order.
• Depending on your bank, it may take between 5 and 10 working days for the refund to appear in your account.

5. Exceptions
Returns and refunds will not be accepted in the following cases:

• The product was damaged due to improper handling, normal wear and tear, or misuse after delivery.
• The customer decides to return the product due to a change of mind, where no error has occurred on our part (as these are made-to-order products).
• Failure to report transport damage within 48 hours of delivery.

6. Exchanges
We do not offer product exchanges once items have been delivered, as our measuring instruments are unique and made to order. If you wish to purchase a different product, you are invited to place a new order via our website.

7. Contact
If you have any further questions about our returns and refunds policy, or about how to manage a warranty claim, please do not hesitate to contact us:

• Email: baxlo@baxlo.com
• Telephone: +34 937 133 472

Thank you for trusting Baxlo. We are here to assist you and ensure you have a satisfactory experience with us.