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Refund policy

Return shipping cost

For mainland Spain and Portugal and for some countries of continental Europe (Germany, France, Italy, Austria, Netherlands and Sweden), the return is free using a prepaid shipping label that you will need to download and print. For all other destinations, the customer is responsible for return shipping to our facilities in peninsular Spain.

How to make a return

The quickest way to request a refund is to do so through the 'my orders' section in the customer portal. The process is as follows:

  1. Access the 'my orders' section identifying yourself using your email address
  2. Select the order that contains the products to be returned
  3. Select the option Request return
  4. Optionally enter a reason for return
  5. Press the button Request return
  6. Once we approve your return request, you will receive return instructions via email.
  7. When the package is received at our facilities, we have 5 business days to review the returned products and issue the corresponding refund

If the return is free using a prepaid label, you must:

  1. Properly package the products to be returned so that they are not damaged during transport
  2. Print the return label and attach it to the package
  3. Drop off the package at the nearest post office
  4. You can track your return shipment using the information provided in the return request approval email

If you are responsible for shipping the return, you must:

  1. Properly package the products to be returned so that they are not damaged during transport
  2. Arrange for a delivery service to our facilities. The exact address will be provided in the return request approval email. It will always be an address within mainland Spain.
  3. You are responsible for any damage suffered by the product during transport.

If you have any problems requesting a return at the 'my orders' section, contact with us and we will give you the relevant instructions.

General conditions for return and refund

  • The item to be returned must be in perfect condition and with its original packaging.
  • You have a period of 30 calendar days from the date of delivery of the order to request a return.
  • You have the right to withdraw from your order, in whole or in part, without needing to provide any reason. To exercise your right of withdrawal, you must notify us within the indicated period.
  • No exchanges are made. If you need to exchange the purchased product, you must return it and purchase the new product you want.
  • Items will not be accepted for return without prior request for a return.
  • The customer is responsible for any diminished value of the products resulting from handling other than what is necessary to establish the nature and characteristics of the products. Specifically, given the nature of the products offered, returns will not be accepted for any product that has been used and/or is not returned with all its original packaging and labels.
  • The refund will be issued within five business days of receiving the product at our warehouse. The customer will be notified by email when the refund has been processed.
  • The refund will be made using the same method used for the payment.
  • Depending on the payment method, it may take a few days for the refund to appear in the customer's account, due to the way financial institutions handle different types of transfers.
  • The customer will not have the right of withdrawal on customized products or products sealed for hygiene reasons that have been unsealed after delivery.