FAQ

Placing orders

How do I make a purchase?

To complete the purchase, please “Click” to “More information and details” or “Click” on the product you want to buy.

– If you pay by credit card (paypal or moneybookers), “Click” to “Buy” and follow the instructions
– If you pay by bank transfer, click here

Is VAT included?
Yes all of our listed prices are inclusive of VAT.

Delivery

How long is delivery?
Express Europe delivery is 2-6 working days after receipt of your payment
After receiving your payment it usually takes us less than 24 hours to dispatch your order from our warehouse.

Can I track my delivery online?
You can request us your tracking number by email once your item leaves our warehouse.
Please note the tracking information can take around 24-48 hours to update online.
With this you can track your item from its departure point all the way to your delivery address.
The majority of our shipments are sent with registered couriers and require a signature upon delivery.

After purchase

How do I cancel my order?
Please contact us ASAP to see if it is possible to cancel your order before shipment. If your item is already paid for and dispatched then we cannot stop the shipment. In this case, refuse the delivery and inform the driver to “Return to sender”. Once the item arrives in our warehouse then we will refund the price of the product as naturally we ship to you in good faith and the shipping cost is already incurred.

What do I do when the courier arrives?
When the courier arrives please make sure you check your delivery for any damage before signing for it. If the packaging is damaged in any way you can either accept the delivery and sign for it as damaged or refuse the delivery. In either case please contact us as soon as possible by contact form or by calling +34 622721838 so we can arrange to get you a replacement as soon as possible.

What happens if I am not home and miss delivery?
If you’re not available when our couriers visit they will leave a calling card with their contact details. If you receive a calling card please contact them as soon as possible to arrange for them to hold your item for collection or arrange a re delivery. Our couriers will try to deliver your order up to three times. If a parcel is refused or undeliverable it will be returned to our warehouse. If you require reshipment, additional postage charges will apply.

How do I return a damaged or defective product?
In the unlikely circumstance that your item arrives damaged or faulty please contact us immediately and let us know the nature of the problem.
If possible any pictures you can provide of damage to your item can greatly speed up the time it takes to provide a quick solution to the problem.

How do I return a product under the “Cooling off period”?
We know sometimes it can be difficult when shopping online because you don’t get to physically see the product before you purchase. That’s why we offer all customers a 7 day cooling off return period. If your item is not defective and you simply don’t want to keep it just follow these simply steps:

1. Request a return within 7 working days after delivery
2. Return your product within 28 days after your request to return
3. Check your account and you’ll get a full item price refund

Is there a warranty?
All products from E-Nova Tiendas (NeatoRobot.net) are sold as new and are covered by a 28 day warranty from delivery if the item arrives damaged or defective.
In the event that a fault develops after this 28 days, you have a period of 6 months to report it to us. We review each query on a case by case basis in any event of a developed fault. Products that develop faults after the 6 month period are still covered by manufacturer warranty (2 years)

VAT number (only for companies)

If the customer does not have a valid VAT number, Windorobots will charge VAT

To check your VAT: http://ec.europa.eu/taxation_customs/vies/vieshome.do

How do I contact Windorobots?
Please email us at: contact form; neatorobot.net
Or call +34 622721838
Our friendly customer service team is always happy to answer any questions you might have. We attempt to provide answers to all emails within 24 hours of your correspondence. If you don’t get a reply within 24hrs, please check your Spam folder.

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