Questions about orders

What do I do if I don't receive my order?

Write us an email to info@positronics.eu or a WhatsApp to +34 629 391 360 indicating: "ORDER NOT RECEIVED + order number". 

 

We will get back to you as soon as possible, once we have checked the status of your order with our transport agency.

Will I receive order confirmation?

Yes, we will keep you informed at all times about the status of your order. Once you place your order, you will receive it from us: 

 

  • Registration confirmation: if this is the first time you register, you will receive an email confirming the creation of your new user account.

 

  • Order confirmation: after making and completing your purchase you will receive a confirmation email with your order number.

 

In addition, you will receive an SMS from our transport agency NACEX indicating that they have received the package of your order and that they are proceeding with the transport. 

 

The transport agency NACEX is also in charge of informing you via SMS about the arrival of your order at the NACEX point (Nacexshop Economy), which you chose as the delivery method. 

 

Likewise, if they have tried to deliver your order to your home address up to three times and have not succeeded, they will inform you via SMS that you can pick up your order at the NACEX (Nacexshop Economy) point closest to your home address.

I have made a mistake in the personal details of my order, what do I do?

Don't worry, you can write us an email at info@positronics.eu or send us a WhatsApp to +34 629 391 360 indicating: "ERROR DATA + order number". We will quickly change these details.

 

If the order has not left our facilities we will be able to make the change, if on the contrary the order has already left our facilities, we would have to contact our transport agency to be able to do it. 

 

It is possible that your order may be slightly delayed in the estimated delivery time.

I want to modify my order

Write us an email to info@positronics.eu or send us a WhatsApp to +34 629 391 360 indicating: "MODIFY ORDER + order number".

 

We will only be able to make changes to your order if it has not left our facilities. If it has left, you must wait to receive it and tell our NACEX courier that you do not want the order.

Once we receive your package and check that all the products are in perfect condition, we will send you an email with a discount coupon for the amount of your order, excluding shipping costs. 

 

IMPORTANT: this discount coupon can be redeemed within three months from the date you receive it by email.

I want to return my order

You have 7 working days from receipt of your order to change your mind, provided that the product has not been tampered with and is kept in its original packaging. 

 

Send us an email to info@positronics.eu or send us a WhatsApp to +34 629 391 360 indicating: "RETURN ORDER + order number" and we will inform you of the steps to follow. 

 

Once we receive your package and check that all the products are in perfect condition, we will send you an email with a discount coupon for the amount of your order, excluding shipping costs. 

 

IMPORTANT: this discount coupon can be redeemed within three months from the date you receive it by email.

I want to cancel my order

Send us an email to info@positronics.eu or a WhatsApp to +34 629 391 360 indicating: "CANCEL ORDER + order number".

 

The order can only be cancelled if it has not left our premises.

 

If your order has already left our premises, you will have to wait to receive it and it will be converted into a return.

 

In this case, you should consult the conditions in the RETURN section.

I want to file a complaint

Send us an email to info@positronics.eu or send us a WhatsApp to +34 629 391 360 indicating: "CLAIM + order number" and we will inform you of the steps to follow.

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Shipping Questions

Do you ship to all countries?

We ship all over Spain except the Canary Islands. (FREE SHIPPING FROM 60€)

 

We also ship to the following EU countries: Austria, Belgium, France, Greece, Italy, the Netherlands, Portugal and the Czech Republic. FREE SHIPPING ON ORDERS OVER 100€.


If you want to place an order in Latin America (Uruguay, Chile, Argentina and Colombia), please send us an email to info@positronics.eu or send us a WhatsApp to +34 629 391 360 and we will inform you about our official distributors.

Do you have shipping costs?

There are no shipping costs in Peninsula and Balearic Islands if the order is equal or higher than 60€.

If the order is less than 60€ the shipping cost will depend on the locality in which you are located.

 

For all other countries (Austria, Belgium, France, Greece, Italy, Netherlands, Portugal and Czech Republic) the shipping cost will be calculated automatically during the checkout process. There are no shipping costs in these countries if the order is equal to or greater than €100.

Delivery times

Delivery times will depend on the country and location of delivery, between 7-15 working days.

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