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Refund policy

Changes and returns

Changes

  • Size exchange:
    You have the right to one (1) free size exchange by order (only for items of clothing, uniforms and footwear) on mainland shipments.
    Access to Returns and Exchanges Portal to manage change.
  • Product / color / size exchange (backpacks, bracelets, gloves, etc.):
    Cost: 1€ for mainland shipping.
    We will send you an email to complete the payment before shipping the new item.
  • Balearic Islands, Canary Islands, Ceuta, Melilla, and Portugal:
    The exchange costs will be shared: SERMILITAR will cover the cost of the return to our warehouses. The customer will pay for the shipping of the new product to their home.
  • Deadline: Once the return label is generated, you have 7 days to drop off the package at the selected pickup point. After this period, a penalty will be applied. 5€.
  • International changes:
    The customer will pay for the return and half of the new shipment.
    Example: If shipping to France costs €10, the return cost + €5 for the new shipping must be covered.

Returns

  • Deadline: 15 days from when you receive the order (extended during Christmas of the November 15 to January 15).
  • Conditions: The item must be unused, in the same conditions as you received it and in its original packaging. If the product is not in its original condition, is damaged, or is missing parts, we do not guarantee a refund.
  • Partial returns of items that come in packs cannot be made.
  • Deadline: 7 days to deposit the package at the selected pickup point. After this period, a penalty of 5€.

Return costs (deducted from the refund):

  • Peninsula: 3.99€
  • Balearic Islands: 5.99€
  • Canary Islands, Ceuta and Melilla: 9.99€
  • Portugal: 5€
  • International: Contact us via email.
  • Promotions and gifts:
    If you return all or part of the order and you do not include a promotional gift obtained by exceeding a minimum amount (for example, a *lanyard*), and the total value remains below the requirement:
    Be will discount the retail price of the gift of the amount of your refund.
  • Wrong or defective items: Returns are free.
  • You have 7 days to drop off the package at the pickup point. After this time, a penalty will be applied for 5€.

Refunds

  • Once we receive and verify your return, we will process the refund and notify you by email.
    The amount will be automatically refunded to your original payment method in about 4-5 business days.

Haven't you received the refund?

  1. Check your bank account.
  2. Contact your bank or your card company, as the refund may take a few days to process.
  3. If the problem persists, contact us at info@sermilitar.store.

Uncollected shipments

Home deliveries that, after two delivery attempts, are deposited at a pickup point, as well as those shipments sent directly to pickup points and not collected within the established timeframe, will incur an additional charge in order to cover the costs associated with the return of the package:

  • Peninsula: 3.99€
  • Balearic Islands: 5.99€
  • Canary Islands, Ceuta and Melilla: 9.99€

Extension of deadline at Christmas

Since the November 15 until the January 15, we have extended the deadline for exchanges and returns.

Important note about packaging

  • The packaging must be in perfect condition. Otherwise, a penalty of will be applied 5€.
  • Do not send items directly in their original box (for example, boots or uniforms). Use a transport bag to protect the original packaging.

Example: DO not send boots directly with the original box without a shipping bag.

Items not eligible for returns

For reasons of hygiene, no returns or exchanges are accepted for plugs.

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