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Collection process
How can I download my invoice?
If after making a purchase you need an invoice, please write to us through the contact form with the message "My invoice." Include your CIF, NIF, or NIE number, along with the name and surname as they appear on the document. We will send you your invoice as soon as possible.
How can I change my invoice details?
Send your request to atencionalcliente@cimaser.com, indicating the details that appear on your invoice and the modified details.
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 cart page or on the payment page, entering the discount coupon details exactly as written.
Methods of payment
You can pay for your purchases through the following payment methods: PayPal, Visa, Mastercard, Bizum, and Bank Transfer.
For your security, we offer secure payment through SSL. This system encrypts and protects your personal data.
Additionally, we offer the option of pickup at our headquarters 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 14 calendar days to withdraw from your online order starting from the delivery date, during which you can return or exchange it. 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 verified that the product you wish to return is in perfect condition, we will proceed with the refund, which you will receive within a maximum of 14 days (depending on your bank) through the same payment method you used when making your purchase.
If you made the payment via Bizum, please confirm with your bank that you have the Bizum refund service activated.
How much will I be paid for the return of a product?
When requesting a return through the website, a carrier will pick up your product from your home and deliver it to our facilities. After verifying that the product you wish to return is in perfect condition, we will process the refund using the same payment method you used for the purchase. The return shipping costs will be deducted from the total amount.
Before the carrier arrives to pick up your product, please ensure it is properly protected and sealed to avoid any damage during transport. The carrier may refuse to collect the product if the packaging is insufficient to ensure its safe delivery.
If you wish to make a partial return of your order, the return shipping cost will be equivalent to the least expensive standard delivery option.
The refund for your order will be processed using the same payment method you used for the purchase.
If you made the payment via Bizum, please confirm with your bank that you have the Bizum refund service activated.
If you choose to return the product at our headquarters in Alcobendas (Madrid), we will process the refund using the same payment method you used for the 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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