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FAQ

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Home Zentrum delivers your Outdoor, Garden and Terrace Furniture or Mattresses to all the Canary Islands.

By having their own stock in their warehouses in Lanzarote, Fuerteventura and Gran Canaria, the delivery time of the order is minimal.

Below we show you the most common questions you might have in order to help you. You can also contact us directly through our Customer Service email: atencionalcliente@homezentrum.com

1.   We instantly finance your purchase. Up to 24 months without interest.

2.  With the Santander Consumer Finance, S.A. guarantee.

3.   No paperwork and up to € 15.000 in value.

 

How can I finance my purchase at Home Zentrum?

VERY EASILY. Contact us at any of our shops or, if you prefer, send us an email to atencionalcliente@homezentrum.com

How much would I have to pay per month?

YOU DECIDE. We will inform you of the options depending on the value of your purchase and you choose the best one for you.

What documentation do I have to provide to request financing?

Your NIE, proof of income and a copy of a bank domiciled utility bill.

When will I receive my order?

IMMEDIATELY, once the financing has been approved.

 

The evaluation of the application for financing and verification of the documentation provided is conducted by Santander Consumer Finance S.A., Home zentrum does not participate in such assessment.

When will I have the product at home?

All of our products are available immediately so that  you can enjoy them without having to wait.

Where can I receive my order?

You can receive it in the address of your choice.

How soon will I get my order?

If the order is to Fuerteventura, Gran Canaria or Lanzarote the term is from one to six business days, except causes external to us. If the order is to other destinations, we will contact you when we receive your order request and calculate the most convenient form of transportation for you according to your preferences.

How much do I have to pay for shipping?

Gran Canaria:      

Municipalities of Mogán and San Bartolomé de Tirajana: Purchases greater than 100 Euros FREE, otherwise 30 Euros.

Municipalities of Agüimes, Ingenio and Santa Lucía: Purchases greater than 200 Euros FREE, otherwise 40 Euros.

Rest of Municipalities: Purchases greater than 400 Euros FREE, otherwise 60 Euros.

Fuerteventura:

Municipalities of Antigua, La Oliva, Puerto del Rosario: Purchases greater than 100 Euros FREE, otherwise 30 Euros.

Municipalities of Betancuria and Tuineje: Purchases greater than 200 FREE, otherwise 40 Euros.

Municipality of Pájara: Purchases greater than 400 Euros FREE, otherwise 60 Euros.

Lanzarote:

Municipalities of Arrecife, San Bartolomé, Tías and Yaiza: Purchases greater than 100 Euros FREE, otherwise 30 Euros.    

Municipalities of Haría, Teguise Tinajo: Purchases greater than 200 Euros FREE, otherwise 40 Euros.                                          

Shipping costs for the Rest of Destinations will be calculated finding the most convenient fee for you, and afterwards you will be informed.

How can I know where my order is?

To know the status of your order, contact our Customer Service Department at the email atencionalcliente@homezentrum.com.

What is the home delivery process?

We will send you a confirmation email when your order is leaving the warehouse and the carrier will contact you to inform you of the day and time of delivery of the order.

We Know  the hassle caused by changing your old products to new ones.

What can you do with them? Where can you take them? How much does it cost?

In Fuerteventura, Gran Canaria and Lanzarote we collect your old furniture with similar characteristics to the ones of your purchase in Home Zentrum free of charge. Let us know in advance.

Buying at www.homezentrum.com is very simple. Just follow these steps:

1. Choose the category (Outdoor Tables, Outdoor Chairs, Deckchairs, Mattresses, Sofas ...) where the product(s) you want to buy is. 

2. View the product(s) you are interested in. Through a click you will get an enlargement of the photograph; some products have several photographs. You will be able to consult its description, composition, reference and price.

3. Select a product, add it to the basket and indicate the number of units. You can then choose to continue shopping or to the process order.

4. If you want to continue shopping, repeat the process. If you want to order, click on the Pay with card button, in case your shipment is to Fuerteventura, Gran Canaria or Lanzarote or Send request in the rest of destinations.

5. Enter all the data requested and make sure they are correct.

6.1. If the shipment is made to Fuerteventura, Gran Canaria or Lanzarote you must confirm the order, press the button Pay with card and proceed to payment.

6.2 If the shipment is not one of those destinations, you will send us the order request. We will calculate the cost of the transport and we will contact you to inform you of the total cost of the order.

7. You will receive an email confirming your order immediately.

Do you replace the items with the indication "sold out"?

If a product is out of stock, we will try to replace it as soon as possible. If there were no stock, on the web it would indicate that it is sold out.

Will I receive the same product I see in the photo?

Yes.

Is it possible to receive periodic information with the latest news and offers from www.homezentrum.com?

Yes. Join our Social Networks: Facebook, Twitter and Instagram to know the latest news.

How I can make sure I made my purchase?

Once you have made an order, you will receive a confirmation email. If you do not receive it, contact   atencionalcliente@homezentrum.com.

Can I remove an item from my order?

Yes. You can delete the items  you do not want from the shopping cart as long as you have not processed the order.

Can I cancel my order?

Yes, you can cancel your order by writing to atencionalcliente@homezentrum.com. 

What should I do if I receive a defective item?

www.homezentrum.com only sells articles in perfect condition, so if, exceptionally you get an article with a defect contact atencionalcliente@homezentrum.com.

What should I do if I receive an incorrect item?

If at any time, by mistake, you get an item you have not ordered contact atencionalcliente@homezentrum.com

What payment method can I use to make my purchase?

RedSýsWe have the secure payment gateway that guarantees the transaction with more than 35 years of experience in the sector: Servired, Verified by Visa, MasterCard SecureCode

Why can my credit card be rejected?

  • Your card may be rejected for one of the following reasons:

    • The card may be out of date. Make sure your card does not exceed the expiration date.

    • The card limit may have been reached. Check with your bank that the card has not exceeded the amount allowed to make purchases.

    • Some datum may be incorrect. Check that you have filled in all the necessary fields correctly.

Is it secure to use my credit card on the web?

Yes, the data is transmitted in encrypted SSL. The payment system will be made through the secure payment gateway. 

What should I do to return a product?

You can return items at any of our Home Zentrum stores or contact atencionalcliente@homezentrum.com.

To request a refund you must provide us the number of order, which you can find in the confirmation e-mail we sent you, the adress to collect the product likewise the details of the articles you want to return.

After checking the information, we will contact you to arrange a collection date.

 

How many days do I have after receiving the product to return it?

The term to exercise the right of withdrawal is fifteen calendar days from the receipt of the object of the contract.

The product must be unused and in perfect condition. Including accessories, documentation, if any, and original packaging, otherwise the good will suffer a depreciation

You will only be responsible for the decrease in the value of the goods resulting from a manipulation other than that minimum required to establish the nature, characteristics and operation of the goods

 

Do I have to pay something to return the product?

You can return items purchased online at any of our stores, free of charge.

If you need collection service, the cost of the service will be assumed by the client in accordance with the General Law for the defense of consumers and users.

 

How and when will I receive my refund?

Once the items have been received,  and after checking the condition of these, we will proceed to the refund of the sum established in the terms RDL 1/2007, according to the modality of payment made by the customer, except payment in cash, which will be refunded by bank transfer.

 

What do I do if my refund amount is incorrect?

Contact us at atencionalcliente@homezentrum.com and we will discuss what could have happened immediately.

 

Exceptions to the right of returning.

The right of returning certain product will not apply to the supply of sealed goods, for reasons of health or hygiene protection. If the following products have been unsealed after delivery (mattresses, mattress protectors, pillows, mattress bases , cushions and mats), they are not able to be returned.

Do preserve the proof of purchase, as its presentation is necessary for any verification, change or return. This will be delivered to you when you receive the merchandise.

The Legislative Royal Decree 1/2007 of 16 November gives durable goods a legal guarantee of 2 years from the date of delivery. The consumer and user must inform the seller of the lack of conformity with the product within two months of becoming aware of it.

It does not include deficiencies caused by negligence, hits, improper use or manipulation, unsuitable tension, or materials subject to common wear by normal use. This warranty covers defects in materials and fabrication of the structures of our products.

In those incidents that justify the use of the guarantee, either the repair, substitution of the item, sale or return, will be chosen based on the legally established terms.

Complaints:

In addition to our Customer Service Department, we have available claim sheets for our customer in all our stores.

If you prefer to come and visit us, you can find us in Fuerteventura, Gran Canaria and Lanzarote.

The PROVISIONAL COVID-19 opening hours in Home Zentrum stores are:

  • Monday - Friday: 10:00 am - 01:00 pm 
  • Saturday: 10:00 am - 01:00 pm

Contact us through atencionalcliente@homezentrum.com . We will be delighted to assist you and answer your questions.