Garantias e devoluções

Returns

Nitropc offers the possibility of returning products within the first 14 calendar days, counting from the date of receipt of the merchandise by the customer (recognized by article 104 of the BOE), and provided that the conditions set forth on this page are met. You can make the return easily by sending an e-mail to soporte@nitro-pc.es or by making the request through your customer area.

Returns of the following products will not be accepted, as established by LAW 47/2002, of December 19, reforming Law 7/1996, of January 15, on Retail Trade Regulation, for transposition into the legal system Spanish of Directive 97/7/CE, in terms of distance contracts, and for the adaptation of the Law to various Community Directives:

• Products subject to fluctuations in financial market coefficients that the seller cannot control.
• Products made to consumer specifications or clearly personalised, assembled specifically to a design specified in a configuration, or which, by their nature, cannot be returned or are likely to deteriorate or expire quickly. This includes computers with customised configurations via the "Advanced Configuration" tool, upgrades of computer components or products that are part of a set, and product customisations.
• Accessories such as monitors, keyboards, mice, headphones and speakers that have been unsealed by the customer.

To make a return you must contact us and follow the procedure indicated by our assigned staff. A return number will be assigned to you and you will be given the details for shipping.

Besides:

• The order must be returned in its original packaging and protected so that it does not deteriorate or carry additional seals from the transport company.
• Nitropc makes recordings at the moment of receiving the package to record and create proof of the state in which it arrived. If the product has been damaged in transport due to incorrect packaging by the customer, Nitropc can deduct the cost of the damage from the total to be refunded.
• Returns must be received at our facilities within 14 calendar days from the date of acceptance of the return. Otherwise, Nitropc reserves the right to reject it and return it to origin.
• Once the merchandise is received and verified that it is in perfect condition, the refund of the amount will be processed if so indicated.
• The transport costs originated by the return will be borne by the customer.

Conditions perfect condition:

The exact conditions under which a Nitropc must be returned to be considered “in perfect condition” are detailed below:

• Keep the 2 original boxes and keep intact the white corks inside.
• During the trial period, do not remove the adhesive film from the side covers and the front area. Its presence does not hinder its proper functioning.
• Do not remove the side covers. The security seal present on these must be kept in its original state, except for finding opening instructions attached inside the tower. Nitropc reserves the right to reject the return in case of detecting a manipulation without prior knowledge.

Guarantee

Computers and accessories have a 3-year warranty for all products sold on or after January 1, 2022. Products sold previously have a 2-year warranty. From Nitropc, before sending the computers, we check all the components of the equipment, to detect possible manufacturing defects. However, if the computer starts to fail within the 3 years of the warranty period, the customer must contact through one of the following means:

• Creation of a ticket, accessible through the "Order history".
• Via email: soporte@nitro-pc.es
• By phone at 876 614 501 (extension 2) during our office hours. Mon-Fri from 10:00 a.m. to 3:00 p.m.

If the issue is directly or indirectly caused by any type of malware, missing drivers or essential programs, operating system, gaming platforms (Steam, Origin, Uplay, etc.) or unsupported add-on hardware/software, Nitropc reserves the right to charge the client the cost generated by the necessary repair based on our current rates (you can request a PDF document with them through the e-mail soporte@nitro-pc.es).

In the event of a repair at our facilities, the technical support team will provide you with instructions that you must read carefully and follow carefully on how to proceed with the correct packaging of your Nitropc, accessory or hardware component, together with some additional instructions, such as shipping of photographs as you carry out this packing process.

A collection will not be generated without having followed all the steps mentioned in said guide and having received the go-ahead from our technicians.

Besides:

• In the case of computers, we will replace or repair the necessary components so that it functions correctly again.
• In the case of accessories, it will be replaced with a new or repaired unit, as appropriate.
• In exceptional cases and with the customer previously notified, Nitropc reserves the right to send the damaged component to the manufacturer or distributor so that it is he who can assess whether to make a replacement or repair. Nitropc will bear all shipping and labor charges while the warranty is applicable and in effect.

Nitropc shall bear all shipping and labour costs for as long as the warranty is applicable and in force.

If, during the three-year warranty period, the Nitropc is defective in one or more components due to a manufacturing defect, the instructions given by the technical support service must be followed. The computer must be returned in the original box with the original protection. In addition, you must have received confirmation of support before shipment. If this is not the case, the customer is responsible for any damage that may occur during transport.

If the original product box is not used, Nitropc is exempt from any damage caused to the product during transport. Nitropc will take recordings and/or photos of the product upon receipt to create proof of the condition in which it arrived.

In case of damage due to bad packaging, technical support will inform the customer so that he/she is aware of what has happened. If the damage is external (tower/case), you will be given the option to send the computer (already repaired) with the existing damage or put a new box. The customer understands and assumes the cost of the new case and the cost of reassembly.

If the damage is internal, repairs will be made as previously agreed between the customer and technical support free of charge, thus fulfilling the warranty, but the customer will be charged for any other repairs made due to transport damage. Nitropc reserves the right not to repair damages caused by the customer if the customer does not bear the repair costs requested by Nitropc.

Who pays the shipping costs in case of using the warranty?

We would like to remind you that Nitropc will be responsible for the delivery and collection costs, as long as the computer is within the guarantee period and in the Peninsula/Portugal, Balearic Islands or Europe (see zones). In the case of the Canary Islands, Ceuta and Melilla, Nitropc will not be responsible for customs clearance costs.

When can the customer claim?

When the purchased good:

• Arrives with any kind of physical deterioration. The customer has 24 working hours to contact Nitropc. After this period, it will be understood that he/she is in total and unequivocal agreement with the state of the package.
• It has not been received with the characteristics or specifications exclusively mentioned by the seller at the time of purchase. You will have a period of 2 years from the date of delivery to inform us of any lack of conformity.
• It is not suitable for uses that are normally intended for goods of the same type, excluding cases where this was the result of an incorrect choice on the part of the customer due to lack of knowledge and/or request for advice from the seller.
• It is not suitable for the special use required by the consumer, made known to and accepted by the seller at the time of conclusion of the contract (purchase).

What to do if the product is defective?

If the product is defective, you must inform us by one of the following methods:

• Creation of a ticket, accessible through the "Order history".
• By e-mail: soporte@nitro-pc.es
• By telephone on 876 614 501 (extension 2) during our opening hours. M-F from 10:00h to 15:00h.

Cancellation of guarantees

Failure to comply with any of the following will result in the cancellation of the warranty:

• Incorrect use, manipulation or lack of maintenance by the customer of the computer, multimedia kit, component or peripheral.
• Opening of the interior without prior notification to the technical support department.
• Components burned by electrical surges or overcurrents.
• Broken or damaged components subjected to impact or aggression. Incorrect repair, modification or extension of the equipment by a third party external to Nitropc.
• That after having purchased an equipment in Spanish territory, it is moved to another country outside the national territory in which it was purchased and is damaged or deteriorated.

Additionally

• Damaged or unpackaged goods or goods with obvious signs of improper handling will not be accepted.
• If the product has been resold to another individual or company, the guarantee can only be processed by the original owner and a transfer of the guarantee is not possible.

Out of warranty/support

Defects and deterioration caused by external events, accidents, wear and tear and use not in accordance with Nitropc's instructions are excluded from any warranty.

• Also excluded are products that have been modified or repaired by the customer or any other person without prior notification and authorisation of Nitropc's technical support.
• Nitropc is not responsible for personal information contained in the PC or storage unit. The customer is responsible for the data or information on the material to be repaired and for making the relevant backup copies. Likewise, the warranty will act with respect to hidden defects and manufacturing defects of the product in accordance with article 1490 of the C.C.
• Incorrect software/hardware configuration by the customer of a piece of equipment, component or peripheral. Incorrect software/hardware configuration or equipment failure caused by a component not supplied by Nitropc and incorporated by the customer.
• Infection of computer viruses or other malware, by the customer, in equipment, hard disks, pen-drives, driver diskettes or any external and/or additional hardware.
• Having a non-genuine version of Windows.
• Using an operating system different from the one installed at the factory, unless expressly indicated by our technicians.
• Nitropc cannot be held responsible for the malfunctioning of third-party software installed on your computer, whether it is the operating system itself or any other type of program or driver. In such cases, it is the task of the developer of said software to provide support and a solution to the incident you may be experiencing.
• If the equipment is located in a country other than the one in which it was originally shipped, you may receive remote assistance and partial help, but not the full guarantee of collection and repair from its place of origin free of charge, in which case you will have to pay the cost of collection and delivery, but not the repair.

Out of warranty/support: Dead Pixels

The occurrence of "dead pixels" or "stuck pixels" on LCD type panels is generally excluded in the warranty conditions of the monitor manufacturers themselves, as they consider it as an event that does not affect the functionality of the monitor.

You should contact our technical support team to confirm the specific policies of the distributor or manufacturer of the monitor you have purchased from us.

Remote repair and/or remote assistance

Some eventualities that can occur with a PC for various reasons, have simple and quick solutions that can be solved remotely. In this way, the customer avoids the damage of having to be without their equipment for several days and the economic cost in the event of not being under warranty is lower.

Remote repair or remote assistance is a system where the customer gives us full control of their equipment for the duration of the action so that one of our technicians can:

• Install help, repair or testing software.
• Scan the computer for viruses or other malware.
• Uninstall applications, games or malicious programs that are damaging or slowing down the PC.
• Maintenance or optimisation of the computer (cleaning of junk files and/or cache, disk defragmentation, freeing RAM memory, registry reordering, etc.).
• Technical help with the operating system (partition recognition, licence activation, use of the Recovery service and others).

The customer understands that all these processes are in place to reduce the overall incident resolution time. The customer also accepts that, during the time of the assistance, the technician will monitor the equipment.

Nitropc will never open files, folders or content of any kind that may violate the customer's personal data.

For quality and security reasons, Nitropc makes partial or complete recordings of the remote actions of our technicians. No personal files or folders will be included in these recordings and performances. The client is aware that sensitive information must not be visible or open. The recordings are used exclusively for internal procedures and are confidential material, which is stored in a safe place under Nitropc's responsibility.

Nitropc will never, under any circumstances, sell, transfer or give your personal data to other companies for commercial purposes.

Nitropc will notify and inform the customer at all times, but will not be responsible under any circumstances for the loss of data in the process of repairing the computer.

Cancellation of orders

Those order cancellations that involve a refund to the customer and that are by bank transfer will have a maximum period of 10 days for administrative procedures.