Refund policy
Shipping and returns
evergy fitness may inform the customer, by email, of the order's departure date from our warehouses and the contact information of the transport company in charge of delivery.
If there is any incident in the delivery, the Company will adequately and immediately inform the customer.
From the moment the goods are made available and delivered to the customer as agreed, the Company will not be responsible for any damage that the goods may suffer.
At the time of delivery, the client or recipient must show an identification document to the carrier, verify the apparent condition of the packages and sign and note on the delivery note any apparent observations and reservations, for example, due to lack of packages, damage or manipulation of products or packaging. If the delivery note is in paper format, the client must request a copy from the carrier.
Any claim related to damage must be communicated in writing within a maximum period of 24 hours from the delivery date, to the customer service department by email: team@evergy.com.
The Company is not responsible for delays beyond its control, causes of force majeure or possible labor strikes.
Delivery modalities
The Company offers “door-to-door” delivery through a transport agency. Transfer to the place of use, unpacking, removal and destruction of the packaging are the responsibility of the customer. Assembly and placement will only be included if it appears in the approved budget.
The client may choose their own shipping method, renouncing the one offered by the Company.
Shipments to the Canary Islands, Ceuta, Melilla and Andorra
Information regarding DUA and customs
Orders intended for Canary Islands, Ceuta, Melilla and Andorra They are subject to local customs procedures.
The DUA is the document used for customs formalities such as export, import or transit. It serves as the basis for the tax declaration and contains information about the merchandise, its origin, value and taxes. Your rate is applied per shipment.
Shipping costs
The shipping cost is calculated according to the geographic area and the total weight of your order. The expenses will be shown in the cart before completing the purchase. Please note that shipments to the Canary Islands, Ceuta, Melilla and Andorra may have additional costs for customs procedures.
Shipping methods available for Spain and Portugal
Standard Shipping with In-Building Delivery:
Delivery will be on the ground floor or street level. Other locations must be validated by the salesperson. Any delivery inside the building must be requested in advance and involves an additional cost if it was not previously contracted.
Delivery with installation
We put at your disposal a team of operators to move, unpack, assemble and leave the purchased equipment ready. They may also remove and destroy the packaging.
This service has a variable additional cost, and requires photographs of the installation site, sent by the client to team@thomas.es indicating the offer number.
The client must confirm the date and time of delivery, and the person responsible for receiving the merchandise, at least 72 hours in advance. If delivery cannot be made, the Company may claim storage costs.
*This service is only available in Spain and Portugal. In international orders, the Company only undertakes transportation to the address indicated if it has been contracted.
Right of withdrawal and return of products
Exercise of the right of withdrawal
The client may withdraw from the contract within a period of 14 calendar days without the need for justification, except in products made to measure or with special colors.
The period begins when the customer, or a third party other than the carrier, receives the last item in the order. If the deadline expires on a weekend or holiday, it will be extended until the next business day.
To exercise the right of withdrawal, the customer can:
- Send a letter to THOMAS WELLNESS GROUP S.L., Cl. Lanzarote, 13. Bajo B. 28703 – San Sebastián de los Reyes, Madrid.
- Write to email team@evergy.com.
The included model withdrawal form can be used as Annex I of these conditions.
Consequences of withdrawal
All payments made will be returned. Return shipping costs are the responsibility of the customer.
The product must be returned in perfect condition, in its original packaging and with all documents and accessories, within a period of 14 days from when the decision to withdraw was communicated.
The refund will be made by the same payment method used. The Company may retain it until receiving and verifying the products.
Cancellations
The customer can cancel their purchase at no cost as long as the order has not been prepared for shipment.
To request cancellation, the client must contact us as soon as possible via email team@evergy.com, indicating the corresponding order or offer number.
Returns of defective products
In case of defect, the client must contact the Company via team@evergy.com, indicating the order number, a description of the incident and, whenever possible, photographs of the product, packaging and transport label.
The Company will review the incident and inform the client of the steps to follow for its resolution.