If for any reason you are not satisfied with your order and wish to return it or exchange it for a different size or a different product, you have a period of 30 calendar days from the date you received the order to return or exchange it. (Key materials, s.l. offers its customers a longer period than the legal one, established as 14 days according to art. 102 and 104, of the R.D.L. 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws).

The steps to follow in order to request a return or an exchange are:  

1. REQUEST THE RETURN OR EXCHANGE ONLINE THROUGH EMAIL info@diamir.es ordirectly in the form of Contact, with the following content:

SUBJECT: "RETURN or EXCHANGE" AND YOUR ORDER NUMBER Please indicate below the reason for your return or exchange and the shipping method chosen for the return or exchange (Your own means or our transport), as well as the pick-up address of the package to be returned. If you choose our transport as a means of shipping and the address where we must collect your return or exchange, was different from the address to which we sent the order you want to return, this new address must be in the same country in which you received your order, (Canary Islands Ceuta and Melilla will be considered, for purposes of shipments of returns or exchanges, as a different country to the Peninsula and Balearic Islands).

2. SHIPPING METHODS, In all cases the shipping costs of a return or exchange will be borne by the customer, except if you return a product that arrived defective. In the event that you consider that you have received a defective product and return it to (WE WILL ONLY ACCEPT RETURNS BY OUR TRANSPORT), once we receive it and review it, if we consider the product defective and you have indicated that you want a refund, we will pay the amount of the product plus the amount of postage you paid for your order, if we consider that the product is not defective we will pay the amount of the product minus the cost of transportation from your home to our warehouses. If what you want is to change the defective product for another equal or similar in perfect condition, we will send the new product free of postage.

2-A. YOU CAN MAKE YOUR RETURN OR EXCHANGE BY YOUR OWN MEANS, sticking on the package the label that we will send you in reply to your mail (if you choose this option you must pay the shipping costs, we do not accept any return freight collect).

2-B. YOU CAN ARRANGE THE SHIPMENT OF YOUR RETURN OR EXCHANGE USING OUR TRANSPORTATION SERVICES. If you choose this method you must provide us with a pick-up time. After verifying all the data, a carrier from one of the transport agencies we work with will pick up the item at the address you have indicated (the one that appears on the label that we will send to your email replying to your request). Remember that the shipping costs of your shipment (if you request a return and refund of your order) will be deducted from the amount of your refund (6.00€ for mainland Spain and Balearic Islands. For Canary Islands, Ceuta and Melilla the costs will be similar to those you paid when placing your order, if you received them in one of these destinations. You will be informed by mail of the exact amount).  

3. WILL REPLY to your request by email, we will attach a shipping label so that you can complete the transaction by one of the above methods. This label will contain our destination address and your shipping address that you have provided.

4. PREPARE YOUR RETURN OR EXCHANGE Pack the items you want to return or exchange in their original packaging or one of similar size and capacity. The products must be in perfect condition and it is essential that you attach the purchase receipt that you received with your order.

5. DELIVERY TO THE CARRIER Deliver the package to the carrier closed and properly packed. 

You must send us the product in perfect condition, unused and in its original packaging, including guarantees, labels and instructions for use.

It is very important that you return the product(s) to us perfectly packaged. If the products are damaged due to improper packaging, we will not accept the return.

6. REFUND If what you have requested is the refund of the amount of the product, once we receive the goods in our warehouses and check that all the above conditions are met, Key materials, s.l. will accept the return of the product and will proceed to refund the amount according to the method of payment made:

a. If you paid by credit card or paypal, the amount will be credited to the same credit card or paypal account.

b. If you paid by bank transfer, we will ask you for an account number to send the refund to.

An email will be sent to you once your refund has been processed. Please note that the crediting of your credit card always depends on your bank and may take a few days.  

7. PRODUCT OR SIZE CHANGE,
If you return your product for a size change, we will send the new product with the requested size to the delivery address you provide us without shipping charges, provided that we send to the same address or another in the same country.

If you return the product and you wish to exchange it for another one, in the event that the amount of the new product is less than the amount of your initial order, we will pay you the difference by the same payment method you used in your initial order, and we will ship your new product free of shipping charges, provided that we ship to the same address or to another address in the same country.

If the amount of the new product chosen is higher than the amount of your initial order, we will inform you so that you can make the payment by the method you consider appropriate. In any case we will send you the new product ordered to the delivery address you provide us with no delivery charges, as long as we send to the same address or to another address in the same country.

In all cases of product exchanges for other products of different sizes or for other products, you will have to pay the shipping costs from your home to our warehouse. If you have used our means of transport, the amount of the same will be discounted or invoiced as appropriate.

NOTE For underwear, due to hygiene, we do not accept returns, unless the product is faulty, which we must verify before proceeding with the return.

NOTE Key materials, s.l. reserves the right to refund the amount of your order if it is not possible to ship or deliver the goods in the terms mentioned above.

NOTE Key materials, s.l. can not guarantee the exchange of products for other products of different size or other similar products being subject to such changes to the stock at the time you decide to make the change. If we can not make an exchange of a requested product we will refund the amount of your product.

If you have any questions, pleasecontact us at . , fill out the form, or call us at 944 306 289 from Monday to Friday from 9:00 am to 1:00 pm - from 3:00 pm to 7:00 pm.