Frequently Asked Questions (FAQ)

• Contact our sales department by email at comercial@thunderbook.es, by phone at +34 93 120 57 45, or by filling out this form.
• Once you have agreed on the purchase terms with our sales team, we will send you a quote with the agreed conditions. If this is your first time purchasing one of our products, we will also include a new customer registration form.
• After accepting the quote—either via email or by placing a formal order—and making the payment according to the agreed terms, we will proceed with the preparation and shipment of your order.
• Once your order leaves our warehouse, you will receive an email with a tracking number provided by the shipping company, allowing you to track your shipment at any time.

• You can request a loan device for a trial period, which will be determined in agreement with our sales department.
  We will send you an email with the documentation detailing the loan conditions, which you must sign and return to SATIRTEC.
• To proceed with the loan, you will need to pay the device’s full price as a deposit, which will be refunded at the end of the loan period, provided that:
  - The agreed trial period has not been exceeded.
  - The product is returned in perfect condition.
• If you decide to keep the device, the amount paid for the loan will automatically be converted into a purchase payment.
  

You will receive your invoice via email on the Friday following the delivery of your order to the email address you provided. If you do not receive it, please contact us at info@thunderbook.es, providing your order number.

Once your order is ready for shipment, you will receive an email with its tracking number, along with the details of the courier responsible for the delivery.

If, upon delivery, you visibly notice any damage caused during transport or an error in the received items—without opening or manipulating the packaging—you must:
- Note the issue on the delivery receipt when signing for the package.
- Contact us within 24 hours by emailing info@thunderbook.es, including details of the issue.
We will arrange the return of the affected product and proceed with either a replacement or a full refund, depending on your preference. SATIRTEC will cover all costs related to return shipping and re-delivery of the correct order.

If you do not want a replacement and prefer a refund, you must request it via email at info@thunderbook.es, providing:

• The return number provided by SATIRTEC
• Your invoice and order number
• Your bank account details

IMPORTANT: Refunds will not be processed if the returned products have been used, damaged, or are missing any components.​

The warranty period is 3 years from the date of purchase, extendable up to a maximum of 5 years through an additional service contract.

A product will not be covered by the warranty if:

• The warranty period has expired.
• The product label or serial number is missing or unreadable.
• The product has suffered misuse, abuse, or unauthorized repairs, as determined by SATIRTEC.
• The product has been modified, repaired, disassembled, or serviced by an unauthorized party.
• The product is irreparably damaged due to natural disasters such as lightning strikes, floods, earthquakes, power surges, or electrical failures.
• The product belongs to an OEM or ODM without an RMA agreement.
• The issue was caused by:
  - An operating system failure (e.g., improper uninstallation of a driver or device).
  - Virus infection or third-party software affecting system performance.
  - Unauthorized OS reinstallation or the use of an unsupported operating system version.

To request a driver, email soporte@thunderbook.es with your device model and serial number.

Once our technical team receives your device, they will run a diagnostic test and send you a repair quote via email.
- If you accept the quote, the repair will proceed once SATIRTEC receives payment.
- If no payment is received within 2 months, SATIRTEC will store the device until further notice.
- If you reject the quote and choose not to repair the device, you must pay a diagnostic and transport fee before retrieving your device.