Warranty and After-Sales Policy

Blade.es · Blade Representaciones, S.L.

Last updated: 28/09/2026

1. Purpose and scope

This Warranty and After-Sales Policy governs new products purchased by individual consumers directly through Blade.es, where the seller is Blade Representaciones, S.L.

This policy applies to orders placed on Blade.es for delivery to Spain -excluding the Canary Islands-, Portugal, France, Germany, Italy, the Netherlands, Belgium and Austria.

Full identification details for Blade Representaciones, S.L. are available in the Legal Notice on Blade.es.

This policy exclusively covers the legal guarantee and after-sales services. The right of withdrawal and returns due to a change of mind are governed separately by the Blade.es Returns and Right of Withdrawal Policy.

2. Products purchased outside Blade.es

The legal guarantee described in this policy applies exclusively to products purchased directly from Blade.es.

Where a Blade product has been purchased from another retailer, distributor or marketplace, the legal guarantee must be exercised against the seller from whom the product was purchased, in accordance with applicable law.

Customers may nevertheless use the Blade support form to request technical assistance.

Blade may also provide a paid technical repair service for Blade products purchased from other retailers. This service is independent of any legal guarantee rights the consumer may have against the original seller and does not replace or restrict those rights.

3. Legal guarantee period

The legal guarantee period starts on the date on which the consumer receives the product, rather than the date on which the order was placed.

The current general legal guarantee periods for new products are:

Consumer’s country of residence	General legal guarantee period
Spain	3 years from delivery
Portugal	3 years from delivery
France	2 years from delivery
Germany	2 years from delivery
Italy	2 years from delivery
Netherlands	There is no general fixed statutory guarantee period. The applicable period depends on the lifespan that may reasonably be expected from the product
Belgium	2 years from delivery
Austria	2 years from delivery

These periods may be suspended, extended or subject to additional rules where required by the mandatory legislation of the consumer’s country of residence, particularly following repair or replacement.

Consumers retain in all cases any mandatory protection granted to them under applicable law.

4. What does the legal guarantee cover?

Blade is responsible for any lack of conformity existing at the time of delivery which becomes apparent within the applicable statutory period.

A product may be considered non-conforming where, among other circumstances, it does not match its advertised description or characteristics, is not suitable for the purposes normally expected from goods of that type, does not provide the performance, quality, durability, safety or functionality that may reasonably be expected, or is not supplied with the accessories, instructions, software or updates required by law or contract.

The legal guarantee is separate from any commercial warranty. Blade does not currently provide an additional commercial warranty intended to replace or voluntarily extend the statutory legal guarantee.

5. Requesting support or exercising the legal guarantee

Requests must be submitted through the support form available on Blade.es.

To assist with the handling of the case, customers may be asked to provide proof of purchase; order number or the email address linked to the purchase where necessary to locate it; product name and reference; description of the problem; the platform or device used where relevant; and photographs, videos, serial number, batch number or other evidence reasonably required to investigate or diagnose the issue.

The absence of a receipt or invoice will not in itself prevent a guarantee claim where Blade can reasonably verify the Blade.es purchase through other available information.

Following receipt of the request, Blade will assign a case or ticket number, which will be communicated in the first email response.

The usual indicative response time is 2 to 3 working days.

6. Preliminary diagnosis

Before requesting that a product be physically returned, Blade may perform technical checks and request reasonable information, photographs, videos or tests from the customer in order to identify the problem.

This process may allow configuration, firmware or usage issues to be resolved without transporting the product and does not restrict the consumer’s statutory rights.

The customer must reasonably cooperate with necessary checks provided that such checks are not disproportionate or excessively intrusive.

7. Issues identified on delivery

If an order arrives damaged in transit, contains the wrong product, is incomplete or is missing any of its components, we recommend notifying Blade through the support form within 48 hours of delivery.

Blade may request photographs or video of the product, inner and outer packaging, shipping label and visible damage in order to process the claim.

The 48-hour period is a recommendation intended to facilitate case handling and claims with the carrier. Notification after this period will not, in itself, result in the loss of the consumer’s statutory rights.

8. Remedies for lack of conformity

Where a lack of conformity is confirmed, consumers are entitled to the remedies provided by applicable law.

As a general rule, the consumer may request repair or replacement unless the requested remedy is impossible or, compared with the alternative remedy, would impose disproportionate costs taking into account circumstances such as the value of the product, the significance of the defect and any inconvenience caused by the alternative remedy.

Repair and replacement carried out under the legal guarantee will be free of charge to the consumer and will include the necessary transport, labour, materials and other costs required by applicable law.

Due to the nature and value of many products sold by Blade, the cost of collection, repair and reshipping may in some cases be disproportionate to the value of the product. In such cases, Blade may propose termination of the contract and the corresponding refund where legally permitted.

Blade may also propose a full refund directly as a favourable resolution to the case where the consumer agrees. This option does not restrict any mandatory remedies available to the consumer under applicable law.

A price reduction or termination of the contract may also be available in other circumstances established by law, including where repair or replacement is impossible or disproportionate, has not been properly completed within a reasonable period, the problem persists following an attempt to bring the product into conformity, the lack of conformity is sufficiently serious, or it is clear that the goods will not be brought into conformity under appropriate conditions.

9. Returns under the legal guarantee

Products must not be sent to Blade before a support ticket has been opened and return instructions have been provided.

Blade will inform the customer of the appropriate return address, transport method and items that must be included.

Where a return is covered by the legal guarantee, Blade may provide a prepaid shipping label or arrange collection directly.

Where Blade expressly authorises the customer to pay the shipping costs in advance and the issue is subsequently confirmed as covered by the legal guarantee, Blade will reimburse the authorised and documented transport cost, without prejudice to any more favourable statutory period.

Blade may refuse parcels sent cash on delivery or using a procedure or carrier not previously authorised by its support team, provided that this does not restrict the consumer’s statutory rights.

10. Packaging, accessories and components

Blade recommends retaining the original product packaging.

Where a return is necessary, Blade will specify which items must be included. Where the sales contract is terminated, the product and the accessories and components forming part of the purchased set and relevant to the return must be returned.

Blade may request the original packaging where the customer still has it, particularly to protect the product during transport.

Failure to retain the original packaging will not, by itself, result in loss of the legal guarantee.

11. Inspection of returned products

Once a product has been received, Blade will carry out the checks necessary to determine the nature of the issue.

The usual indicative inspection period is 3 to 5 working days from receipt.

If a lack of conformity covered by the legal guarantee is confirmed, Blade will inform the customer of the appropriate remedy.

If, following a reasonable technical assessment, Blade determines that there is no lack of conformity covered by the legal guarantee or that the issue results from damage, misuse or modification of the product, Blade will inform the customer of the outcome and reasons.

Where permitted by applicable law, the customer may be required to bear the cost of returning the product in such circumstances. Blade will communicate this cost in advance and will not dispatch the product without informing the customer.

12. Circumstances not covered by the legal guarantee

The legal guarantee does not cover damage or deterioration that does not constitute a lack of conformity existing at the time of delivery.

This may include normal wear and tear; impacts, falls or accidents occurring after delivery; liquid damage where the product is not designed to withstand it; use contrary to the instructions; damage caused by external events or force majeure; or modifications, disassembly or repairs carried out by the user or third parties where there is a connection between that intervention and the claimed fault.

Opening, modifying or repairing a product by a third party will not automatically cancel all legal guarantee rights. An exclusion will apply only where that intervention is relevant to the claimed issue or reasonably prevents its cause from being determined.

13. Rechargeable batteries

Products incorporating rechargeable batteries are also covered by the legal guarantee.

The gradual loss of battery capacity resulting from normal ageing and use does not in itself constitute a lack of conformity.

However, a battery presenting a fault, abnormally or prematurely reduced capacity, inability to charge or another behaviour inconsistent with its specifications and reasonably expected durability may be covered by the legal guarantee.

Each case will be assessed taking into account the particular product and the specifications stated on its product page, without establishing a general battery-life figure applicable to all Blade products.

14. Software, firmware and updates

Certain Blade products may incorporate software, firmware or other digital elements required for their operation.

Where necessary, Blade will make available relevant updates through the corresponding product page on Blade.es or through the support form.

Blade may also provide the instructions required to carry out the update.

Where permitted by applicable law, Blade will not be responsible for a lack of conformity caused solely by the customer’s failure to install a necessary update where the customer was informed that the update was available, informed of the consequences of not installing it and provided with suitable installation instructions.

15. Product identification and traceability

Customers should retain any serial numbers, batch numbers, codes and identification labels required for appropriate product traceability.

Removing or altering these elements may make investigation of the issue more difficult.

Their absence will not automatically invalidate the legal guarantee, but Blade may take it into account where the information is reasonably necessary to identify the product or establish the cause of the issue.

16. Refunds

Where termination of the contract is legally available, Blade will refund the price paid for the product and any other amounts required to be refunded under applicable law.

The treatment of the original delivery charges will be determined in accordance with the legal requirements applicable to the particular case.

Refunds will be made without undue delay and within the maximum period established by applicable law. Where a 14-calendar-day period applies, it will be calculated in accordance with the relevant statutory rules and, in the case of the sale of goods, may depend on receipt of the returned goods or evidence that they have been returned.

Refunds will be made using the same payment method originally used for the purchase unless the consumer expressly agrees to another method, and no additional charges will be imposed on the consumer.

17. Unclaimed products

Where an issue is not covered by the legal guarantee and the customer is responsible for the cost of returning the product, Blade will notify the customer and provide the applicable cost.

The customer will initially have 30 calendar days from notification to respond and arrange recovery of the product.

If no response is received, Blade may issue a reminder and continue to hold the product.

Once 90 days have elapsed from the first notification without a response, Blade may initiate any measures legally available in relation to the unclaimed product.

The expiry of this period will not automatically transfer ownership of the product to Blade. All applicable statutory custody periods, limitation periods and other rights will be respected.

18. Technical service and spare parts

Blade operates its own technical service and holds certain spare parts for its products.

Spare parts may be requested through the support form. Blade will determine whether the supply forms part of a remedy covered by the legal guarantee or constitutes a paid service.

Availability will depend on the individual product, its age and the legal requirements applicable to it.

Blade will comply with mandatory periods relating to technical service and availability of spare parts under applicable legislation.

19. Out-of-warranty repairs

Blade provides a paid technical service for certain products that are not covered by the legal guarantee. This service may be requested for products purchased from Blade.es as well as Blade products purchased from other retailers.

The process must be initiated through the support form.

Based on the information supplied by the customer, Blade may initially provide an estimated repair cost.

If the customer accepts that estimate, the product may be sent following Blade’s instructions. For out-of-warranty repairs, both the cost of sending the product to Blade and the cost of returning it to the customer will be borne by the customer.

Following physical inspection, if Blade finds that the actual cost or scope of repair is higher than or different from the initial estimate, Blade will notify the customer and issue an updated quotation before continuing.

No additional work that increases the cost will be undertaken without the customer’s express approval.

Blade will not charge a diagnostic or inspection fee where the customer decides not to accept the final quotation.

If the quotation is rejected, Blade will return the product unrepaired and the return transport cost will be borne by the customer.

Blade may reject or cancel a repair where it determines that the repair is technically unfeasible, cannot be safely carried out or suitable spare parts are unavailable.

Where used, recovered, refurbished or non-original parts are to be used, the customer will be informed in advance and consent will be requested where required by applicable legislation.

Where applicable law gives the customer the right to recover replaced parts, Blade will offer and return them upon request. In Spain, this right applies to out-of-warranty repairs in the circumstances established by law.

All paid repairs will be covered for at least the minimum period required under the law applicable in the relevant territory. In Spain, repairs carried out by a technical assistance service are subject to a minimum three-month warranty from delivery of the repaired product.

20. Applicable law and consumer rights

The contractual relationship with Blade Representaciones, S.L. will be governed by Spanish law, without prejudice to any mandatory consumer-protection rules applicable in the customer’s country of habitual residence where Blade directs its commercial activities to that country.

Nothing in this policy may be interpreted as a waiver or restriction of any mandatory rights granted to consumers under applicable legislation.

For further information, consumers may use the support form available on Blade.es.