FAQ - DOUBTS AND FREQUENTLY ASKED QUESTIONS

PRIVATE INDIVIDUALS FAQ [EN]

Collection process

How can I download my invoice?
If after a purchase you need an invoice, please write to us using the contact form with the message "My invoice". Include your CIF, NIF or NIE number and the name and surname(s) that appear on the document. We will send you your invoice as soon as possible.
How can I change my invoice details?
Please send this completed form to atencionalcliente@cimaser.com.
How can I buy and use a discount coupon?
To use it on our website, during the checkout process you can fill in the discount field on the shopping cart page or on the checkout page, including the details of the discount voucher, exactly as written.
Methods of payment
You can pay for your purchases using the following payment methods: PayPal, Visa, Mastercard. For your security, we offer secure payment through SSL. This system encrypts and protects your personal data. We also offer you the possibility of collection from our head office in Algete (Madrid).

Information and Purchasing

How do I extend my order?
You will be able to add the products you want to your basket before paying for your order. Once you have paid, if you want to buy more items, you can do so in a new order.
How do I request information or a product recommendation?
You can ask for any information you need in our web chat or through the contact form.

Orders

Where is my order?
As soon as the order leaves our warehouse you will receive a confirmation email so that you can track the shipment directly on the carrier's website by clicking here (please note that it may take up to 24 hours for the shipment information to appear on the carrier's website). Remember to check your order confirmation email for the expected delivery date (Saturdays and Sundays are not considered working days).
What should I do if my order arrives damaged?
It is very important that if at the moment of receiving your order you detect that the packaging or the box is damaged, you indicate it on the delivery note of the carrier. If possible, take a photo of the package. Then, if you see that the inside of the product has been damaged, you can contact us at atencionalcliente@cimaser.com and we will solve the problem.
When can I pick up my order?
Depending on the availability of the product in the shop, there are two collection times: 1. If in the purchase process you are given the option "Pick up at headquarters", you will be able to go and pick up your order from the hour after the order has been placed, after receiving an email informing you that the order is available for pick up. If the order has been placed later than 20:30h, you will be able to pick it up from the following day at 10:30h. Some items, due to their volume and weight, may not be ready for collection at the established times. In these cases, we will contact you to arrange a collection day. 2. If the product is not available at our head office, we will send you an email once the order is ready for you to pick it up.

Returns

How long do I have to return my order?
You have up to 30 days from the date of delivery to return or exchange your order online. Remember that both the product and its accessories must be in perfect condition at the time of return.
When will I receive a refund?
Once we have checked that the product you wish to return is in perfect condition, we will proceed to credit your money, which you will receive within a maximum period of 14 days (depending on your bank) in the same payment method you used to make your purchase. If you have made the payment via Bizum, please confirm with your bank that you have activated the Bizum return service.
How much will I be paid for the return of a product?
When you request the return of your order through the website, a carrier will pick up your product at your home and take it to our facilities. After verifying that the product you are requesting the return is in perfect condition, we will make the refund in the same payment method you used. We will deduct the return costs from the total amount. Before the carrier arrives to collect your product, you must ensure that it is properly protected and sealed so that it does not suffer any damage during transport. The carrier may refuse to collect the product if the transport packaging is insufficient to ensure its correct shipment. If you wish to make a partial return of your order, the return shipping cost will be the equivalent of the least expensive Standard Delivery method. Your order will be credited to the same payment method you used to make your purchase. If you have made the payment via Bizum, please confirm with your bank that you have activated the Bizum returns service. If you return your order to our head office in Algete (Madrid), we will pay you using the same payment method you used to make your purchase.

Repairs

I need to repair my product
Don't worry, at Maser we will provide you with a solution and accompany you throughout the repair process. How does the repair process work? Whether you bought through our website or through our head office, you can process the repair through the contact form and we will contact you to pick up your product.

FINANCING

We have a unique Renting for the purchase of machines or equipment of more than 500€.

DELIVERY SERVICE

If your purchase exceeds 75€, your delivery will be free for Spain and Portugal.

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