FAQ Thunderobot.eu

1. HOW TO ORDER A PRODUCT IN THUNDEROBOT.EU

2. WARRANTY

3. WHAT I HAVE TO DO IF I WANT TO RETURN A PRODUCT?

4. WHEN WILL I RECEIVE MY ORDER?

5. SHIPPING

6. WHAT PAYMENT METHOD CAN I USE TO MAKE MY PURCHASE?

7. WHY MY CARD HAS BEEN REJECTED AND I CAN NOT COMPLETE THE PAYMENT?

8. IS IT SAFE TO USE MY CREDIT CARD ON THE WEB?

9. HOW CAN I ACCESS MY ACCOUNT?

10. HOW CAN I CHANGE MY PERSONAL DATA?

11. IS MY PERSONAL DATA STORED SAFELY?

12. HOW CAN I SEE THE STATUS OF MY ORDER?

13. MY ORDER DIDN’T ARRIVE, WHAT CAN I DO?

14. HOW CAN I REQUEST A REPAIR OF A THUNDEROBOT PRODUCT?

15. I HAVE A QUESTION OR DOUBT. HOW CAN I CONTACT?

16. ANNEX I: WITHDRAWAL FORM



1. HOW TO ORDER A PRODUCT IN THUNDEROBOT.EU

  • 1. Select the number of units of the product you want to buy and click the "add to cart" button.
  • 2. You will be redirected to the "shopping cart" where you can see the details of your product and its price. At this point you can:
    1. Edit the number of products to buy.
    2. Remove products from the basket.
  • 3. Follow the checkout identification/registration process and payment.
  • 4. To complete the purchase click the button "Order".
  • 5. Fill in your billing and shipping information.
  • 6. Select the payment method most convenient to your needs.
  • 7. Click “Buy”.
  • 8. If you choose credit card as payment method, in some cases there are banks that ask one last check before authorizing the payment of your card. In this case you will be asked to enter a security code in a safe web screen. Enter and click "process". If the code failed, please contact your bank.
  • 9. After the purchase, you will receive a confirmation email with all the details of your order.
  • 10. If you have any question during the purchase process please contact our customer service through the following link.

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2. WARRANTY

All products have 2 year warranty from date of delivery. To request a warranty repair of Thunderobot products you must contact our call center via this link.

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3. WHAT I HAVE TO DO IF I WANT TO RETURN A PRODUCT?

You are entitled to withdraw your order within 14 calendar days after receiving the goods without justification.

This period shall be counted from the day you or a third party indicated by you, acquired the physical possession of the products.

To exercise the right of withdrawal, you must notify the decision to withdraw from the contract by an unequivocal statement through the following form indicating

 

  • Order number
  • Date of receipt of the order
  • Customer Name
  • Customer addresss

You will immediately receive an email confirmation of your request. Shortly after you will receive instructions from the Thunderobot Service Center on how to return the products withdrawn.

To exercise the right of withdrawal, you may also use the form found in Annex I of this page.

To meet the withdrawal period it is sufficient that the communication concerning the exercise of this right is sent before the expiration deadline.

Consequences of withdrawal

If withdraw from contract, we will refund all payments made by you, including delivery charges (with the exception of the additional costs resulting from your choice of a delivery mode not included in the standard delivery offer included in the base price), without undue delay and in any event no later than 14 calendar days from the date on which we are informed of this decision to withdraw from this contract. We will proceed to carry out such reimbursement using the same means of payment used by you for the initial transaction, deducting return transport costs according to the following table:

Notebooks 20€
Desktop Computers 40€
Backpacks 20€
Keyboards and Accessories 6€

In any case, for the purpose of exercising the right of withdrawal it is essential that the products are returned in perfect condition and in their original packaging. Otherwise it could be applied a depreciation to the return value of up to 20%.

Thunderobot.eu reserves the right to withhold reimbursement until the products are received, or until you have evidence of repayment thereof, depending what condition is met first.

You should return the products without undue delay, and in any event later than within 14 calendar days from the date on which you communicate your withdrawal from the contract. The deadline will be met if goods are shipped before the end of withdrawal period.

Only you are responsible for the decline in value of the products resulting from other than that necessary to establish the nature, characteristics and performance of products function.

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4. WHEN WILL I RECEIVE MY ORDER?

All orders will be delivered within 3-5 days in European Union territory, starting from the order is processed in our stores (excluding Saturdays and holidays).

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5. SHIPPING

All orders will be shipped at no cost to our customers in standard delivery time. Import tax and custom duties may apply in countries outside European Union.

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6. WHAT PAYMENT METHOD CAN I USE TO MAKE MY PURCHASE?

You have the following payment methods:

  • Paypal

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7. WHY MY CARD HAS BEEN REJECTED AND I CAN NOT COMPLETE THE PAYMENT?

There are several reasons why your card may be unauthorized:

  • Your card may have expired. Check that your card does not exceed the validity date.
  • It may have been reached the limit of the card. Check with your bank that the card has not exceeded the monthly allowable amount for purchases.
  • Maybe some data entered is incorrect. Check that all required fields are filled correctly.

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8. IS IT SAFE TO USE MY CREDIT CARD ON THE WEB?

In thunderobot.eu we have the highest security measures to ensure the confidentiality of communications between the page and our customers. Transactional services operate on a secure server using SSL (Secure Socket Layer), activated from the home page. The secure server establishes a connection so that the information is transmitted encrypted using 128bit algorithms, which ensure that only intelligible to the client computer and the page.

For payment by Visa and Mastercard transactions only CES (Secure Electronic Commerce) will be accepted. After verifying that the card is attached to CES system, the system contacts the issuing bank for the purchase authorization. When the bank confirms the card authenticity, the charge will be made on the card. Otherwise the order will be canceled.

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9. HOW CAN I ACCESS MY ACCOUNT?

To access your account, click here. You will be required to enter your login and password previously registered.

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10. HOW CAN I CHANGE MY PERSONAL DATA?

To change your personal data, first access the "My Account" by clicking here. Once you have logged, you have access to your personal information and you can edit or change it.

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11. IS MY PERSONAL DATA STORED SAFELY?

As expressed in our privacy policy, the personal data relating to users of the website will be stored in the personal data files, responsibility of thunderobot.eu, who guarantees full compliance of Personal data protection, and so, according to the Organic Law 15/1999, of 13 December, protection of Personal data (hereinafter the Act), the user is informed of its treatment thereof, to manage web browsing and to comply, where applicable, with the legal and contractual obligations against such User.

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12. HOW CAN I SEE THE STATUS OF MY ORDER?

To view the status of your order please log into your private area by clicking here.

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13. MY ORDER DOES NOT ARRIVE, WHAT CAN I DO?

If the status of your order is "Sent" and has not gotten arrived after 5 days, please contact us using the form, specifying the order number you can see in "MyAccount", or in the order confirmation email you received at the e-mail address provided at the time of the identification / registration required to perform the purchase.

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14. HOW CAN I REQUEST A REPAIR OF A THUNDEROBOT PRODUCT?

You can contact directly with our Thunderobot Service Center to request a repair mail: support@thunderobot.eu, and the phone 911 239 310 or through the website at the following link.

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15. I HAVE A QUESTION OR DOUBT, HOW CAN I CONTACT?

If have any questions about our products and services or our online store please contact us by mail: support@thunderobot.eu or by phone at +34 930 132 817 or using the below form

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16. ANNEX I: WITHDRAWAL FORM

Attn HEO SLU with registered office at Pg. Garcia Faria, 49-08019 Barcelona (Spain) and email address support@thunderobot.eu

I am here by inform that I withdraw my contract of sale of the following good / service:

(*) Delete as appropriate.

– Customer Name

– Customer Address

– Order number or invoice

– Purchase date

– Signature (only if this form is sent on paper)

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