Frequently asked questions
Please fell free to contact us from 9 a.m. to 6 p.m. Monday to Friday using the following form or on social media if you have any questions.
We encourage you to follow our social media profiles, become part of our community and subscribe to our newsletter to enjoy exclusive discounts, prize draws, the latest news and tips.(Purchases can currently only be made from EU member countries).
How to buy?
It is very easy to place an order in our online shop. It is only posible to order from EU countries. You have two options:
You can register or log in to the Energy Sistem Club to enjoy full benefits like being informed about the latest developments, participate in our draws and accumulate Energies to redeem for discounts in our stores.
You can also place your order without registering at the Energy Sistem Club. You may cancel your account any time by filling out the contact form and submitting it to us.
Once you have selected the product you are interested in, click on BUY NOW. You may go on adding new items to the shopping basket or in case that you don't want to add any new products, you will be able to complete your order (END ORDER). Remember that you must be logged in to the Energy Sistem Club to use your Energies.
Once the purchase process is complete, you will receive a confirmation e-mail with a copy of your order and once your order has been shipped, you will receive a new email with a copy of your invoice and the shipment tracking reference.
Which payment methods are there?
Debit or Credit card. Secure payment mode must be enabled in order to purchase through our online shop by credit or debit. If you don't have this option yet, you should contact your bank in order to enable it or choose another payment method or choose another payment method from the list.
PayPal. If you choose PayPal as method of payment, the fee of this payment method will be charged to the total amount. This fee will be clearly detailed in the cart and you will be able to change to another payment method if preferred.
Bank transfer. This payment method is only available for purchases in Spain and Portugal.
BIZUM. This payment method is only available for purchases in Spain.
What are the shipping costs?
To calculate the total cost of the purchase, shipping included, you have to add products to your shopping cart and fill in the shipping data. Shipping costs may vary depending on the cost of your order.
European Union (except Cyprus, Malta, Sicily, Corsica, Sardinia and Greek Islands):
Free shipping on orders over 49.99€.
Orders from 0€ to 49.99€: 2.95€.
If, when using your Energies or any other discount, the total amount to be paid is less than 50€, the shipping costs will be recalculated according to the above information.
Cyprus, Malta, Sicily, Corsica, Sardinia and Greek Islands:
Fixed cost of 35€.
Spain (except Balearic and Canary Islands, Ceuta and Melilla):
Free shipping on orders over 29.99€.
Orders from 0€ and 29.99€: 2.95€.
If, when using your Energies or any other discount, the total amount to be paid is less than 30€, the shipping costs will be recalculated according to the above information.
For orders of refurbished products the shipping cost will always be € 3.95.
Balearic Islands, Ceuta, Melilla and Canary Islands:
Balearic Islands: fixed cost of 7.95€ up to 3.5 Kg. Over 3.5 Kg shipping cost is 15.00€.
Canary Islands: fixed cost of 12€ up to 3.5 Kg. Over 3.5 Kg shipping cost is 35.00€.
Ceuta and Melilla: fixed cost of 7.95€ up to 3.5 Kg. Over 3.5 Kg shipping cost is 25.00€.
From Energy Sistem we are not able to control customs clearance of products. For that reason, clients from Canary Islands, Ceuta, Melilla shall be responsible for customs and import fees that may result. Customs fees or VAT in the country of origin are not included in the shipping costs.
Orders to the Canary Islands, even when under € 150, are shipped either by sea or through an operator other than Correos, meaning they are not exempt from customs declarations by the buyer, as provided for in the Resolution of the Director of the Canary Islands Tax Agency, dated 2nd July 2017, which clarifies the conditions for IGIC-exempt low-value shipments.
Portugal (delivery only mainland):
Free shipping on orders over 29.99€.
Orders from 0€ and 29.99€: 2.95€.
If, when using your Energies or any other discount, the total amount to be paid is less than 30€, the shipping costs will be recalculated according to the above information.
For orders of refurbished products the shipping cost will always be € 3.95.
Which are delivery deadlines?
Orders for which payment via bank card or payment via PayPal or BIZUM has been confirmed before 2.00 pm are collected by the carrier that same afternoon. Orders placed after 2 p.m., on weekend or bank holidays will be fulfilled and shipped on the following working day. Delivery times vary from 48-72 hours from the moment in which the goods are collected.
Orders that are paid via bank transfer are prepared once the payment has been confirmed. Therefore, it may take 48 hours more for them to be confirmed and prepared.
Once your order has been handed over to the carrier, you will receive an e-mail with a tracking number to track your parcel any time as well as the purchase invoice.
Sometimes the model you are interested in may not yet be available. In such cases a notice appears on the product sheet indicating "RESERVE" and the "availability date". Whenever the order consists of several products, one of which is not yet available, the complete order will be delivered as of the date this product becomes available, in line with the carrier’s delivery times; i.e. no partial deliveries will be made.
What is the Energy Sistem Club?
The Energy Sistem Club is a community created for all Energy Sistem users where they can always be informed about the latest developments, enjoy special offers and accumulate Energies to redeem for discounts in our stores. The Energies are points equivalent to a fictitious currency for which you can obtain direct discounts on your purchase (100 Energies = 1€).
You can accumulate Energies, which can then be used as money off your purchases. Sign up for Energy Sistem Club and get 500 Energies (5€). You will receive Energies for each purchase on our online store (discounts only available for purchases made in EU member countries). As a general rule, Energies are valid for a maximum period of 3 months from the purchase date, except when otherwise specified in promotions.
Energy Sistem Club members must be exclusively natural persons; companies and distributors are not eligible to enjoy Club benefits.
Are the products in guarantee?
All our products, even our refurbished products you can buy via our online shop, are warranted for 36 months.
You can check the general warranty condition here.
What is a Refurbished product?
Refurbished products are products from exhibitions or returns that may have slight marks of use, their packaging may have some defect or even lack its original packaging. The products have been checked by our technicians and are in full operating condition. Warranty terms are similar to new products and they are sold at a large discount. These products can only be purchased in Spain and Portugal.
The use of Energies or other discount codes is not possible with Refurbished products as they already have a significant discount.
Can I return or exchange a product?
If you are not satisfied with your purchase, you may return the product. Returns will be accepted for items purchased only and exclusively in our online store that are within the return period. Energy Sistem extends the return period to 30 days from the date of receipt. Accessories and spare parts have to be returned within 15 days.
BLACK FRIDAY: We’ve extended the return period – if you purchase from 1 November, you’ll have until 15 January 2025 to arrange your return
To return a product please contact us here and take into account the following points:
- Our Customer Service will send you an email with the return authorization number once you have filled in the Return Form. This number shall appear on the packet containing the goods to be returned.
- The product must be in perfect condition and has to be protected accordingly before sending it.You must send it together with all accessories, instructions, wrappings and original packaging. All of them must be in the same condition as when purchased.
- The cost of returning the product to our facilities will be deducted from the amount to be refunded, unless the product is faulty or does not correspond with the description, features or specific uses.
We will check that the package received at our facilities is correct and will proceed to refund the amount that corresponds to the returned products. The refund will be made within a period of 7 days after receiving the packet at our facilities. Money will be refunded using the same payment method chosen to make the purchase. If the chosen payment method was bank transfer you shall provide us with your bank account number in order to make the refund. Costs related to processing, Pay Pal and as well as the value of the Energies redeemed on the purchase will be deducted from the amount to be refunded. These Energies won't be added to your Club Energy Sistem account.
Returning costs:
European Union (except Cyprus, Malta, Sicily, Corsica, Sardinia and Greek Islands):
If the amount is higher than 49.99€, return costs are free.
Orders from 0€ to 49.99€: 2.95€ (VAT included).
Cyprus, Malta, Sicily, Corsica, Sardinia and Greek Islands:
Fixed cost: 35€ (VAT included).
Spain and Portugal (except Balearic Islands, Ceuta, Melilla and Canary Islands):
3.95 € (VAT included) if the amount to be refunded is lower or equal to 29.99 € or in case of returning refurbished products.
If the amount is higher than 29.99€, return costs are free.
Baleric Islands, Ceuta, Melilla and Canary Islands:
Baleric Islands: 7.95€ (VAT included) up to 3.5 Kg. Over 3.5 Kg: 15.00€ (VAT included).
The Canary Islands: 12.00€ (VAT included), up to 3.5 Kg. Over 3.5 Kg: 35.00€ (VAT included).
Ceuta and Melilla: 7.95€ (VAT included) up to 3.5 Kg. Over 3.5 Kg: 25.00€ (VAT included).
If you want to exchange a product that you have purchased in our online store please contact us here.
How can I manage my product warranty?
We are sorry to hear that your Energy Sistem product is not working as it should. Our technical team will address the issue and ensure you can enjoy your product again in less than a week.
Simply contact us using the following form in order to apply the product’s warranty.
Your product will be delivered back to you within one week, and we will keep you up to date by email throughout the process.