1. Returns & Refunds
1.1. Thirty (30) Calendar Days
- You have the right to return a product for any reason within 30 calendar days from the day you (or someone designated by you) received the item.
- Certain local laws may grant you additional protections or rights. If so, we will comply with them.
1.2. How to Exercise Your Right of Return
- Contact us via our Returns Center within the 30-day period.
- You will receive a Return Authorization Code (RAC) and the return address. Please do not ship any items before receiving both your RAC and the designated return address. Parcels returned without prior authorization will not be accepted and may be returned to sender at the customer's expense.
- Ship the product back to us in the original packaging, including all accessories, documentation, and any free gifts.
- We recommend using a trackable shipping service to ensure we receive your returned item.
Note for EU/EEA customers: the Return Authorization Code is part of our voluntary commercial process. It is not required to exercise your statutory right of withdrawal under Section 7 — see Section 7.2.
1.3. Condition of Returned Items
- You may inspect and handle the product to establish its nature, characteristics, and functioning (as you would in a physical store).
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Any use beyond this (causing visible wear or damage) may result in a reduced refund due to diminished value.
- Please return items in unused/original condition with all labels and seals intact whenever possible.
1.4. Refund Process
- Once we receive and inspect your return, we will notify you by email.
- If approved, we will process your refund within 14 days of receiving the returned item or proof of shipment, whichever comes first.
- Refunds will be issued to your original method of payment.
1.5. Return Shipping Costs
- If you return a product that is not defective or incorrect, you are generally responsible for the return shipping costs, unless otherwise stated in our promotional offers or if local law specifies otherwise.
- If the product is defective, damaged, or incorrect due to our error, we will send a replacement product free of charge instead of covering return shipping costs.
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Note: Customs duties or import fees that may apply for international orders are non-refundable.
2. Defective or Damaged Products
If you receive a product that is defective or damaged on arrival, please contact us at our Returns Center within 30 days of delivery with details and, if possible, photos of the issue.
Where the defect is covered by warranty or due to our error, we will provide a free replacement, repair, or refund according to applicable laws.
Note for EU/EEA customers: in addition to the above, you benefit from a statutory legal guarantee of conformity of at least two (2) years for goods that do not conform to the contract. The 30-day window described here relates to our commercial process and does not limit this statutory guarantee.
3. Non-Returnable Items
3.1. Hygiene and Health Products
Certain products, such as the following, are non-returnable for hygiene or health protection reasons under our commercial return policy:
- Undergarments / Underwear / Panties / Bras
- Cosmetics / Fragrances
- Liquids / Creams / Gels
- Edibles
Note for EU/EEA customers: under EU law, these items can only be excluded from withdrawal if they were sealed and you unsealed them after delivery. If they remain sealed and unopened, you keep your right to withdraw. See Section 7.
3.2. Customized or Personalized Items
Items that are custom-made or personalized (e.g., engraved, monogrammed) may be excluded from returns unless they are defective or do not match the agreed specifications.
3.3. Final Sale Items
Items marked as Final Sale at the time of purchase are non-returnable and non-refundable under our commercial return policy. This designation is clearly indicated on the product page prior to checkout.
However, Final Sale does not affect your statutory legal rights. This includes the EU/EEA right of withdrawal set out in Section 7, and your right to a remedy (repair, replacement, or refund) if a Final Sale item arrives damaged or defective, under the mandatory consumer protection laws applicable in your country of residence.
4. Order Cancellation and Modification
4.1. Order Cancellation Window
- We aim to process orders quickly. If you wish to cancel or modify your order, please contact us at our Returns Center within 90 minutes after placing it.
- If your order has not yet been processed, we will cancel or modify it, minus any applicable processing fees if stated on our site.
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If your order has already shipped, you can still exercise your right of return under this policy after you receive it.
4.2. Cancellation Fee (if applicable)
- If you request a cancellation after the 90-minute window and the package has not shipped, we may charge a cancellation fee to cover transaction or restocking costs.
- If your order has shipped, please follow the Return/Refund process described above.
4.3. Address Corrections
- Please ensure your shipping address is correct upon checkout. We are not responsible for lost or returned parcels due to incorrect address details. If you need to correct the address, contact us within 90 minutes of placing the order.
Note for EU/EEA customers: the 90-minute window above is a commercial courtesy and does not limit your statutory right of withdrawal, which allows you to cancel within 14 days. See Section 7.
5. Refund Timeframe
- We will issue your refund using the same payment method you used for the original transaction.
- Please allow up to 14 days after we receive your returned item or proof of shipment for the refund to appear in your account (processing times can vary by payment provider).
6. Contact Us
7. EU / EEA Right of Withdrawal
If you are a consumer resident in the European Union or European Economic Area, you have a statutory right of withdrawal in addition to our standard return policy above. You may withdraw from your purchase within 14 days without giving any reason.
Where any condition in Sections 1 to 6 conflicts with this Section 7, this Section 7 prevails for EU/EEA consumers. Nothing in this policy reduces the mandatory rights granted to you by EU/EEA law.
7.1. Withdrawal Period
- The 14-day period runs from the day you (or someone you designate) take physical possession of the goods. For an order covering multiple goods delivered separately, it runs from the day the last item is received.
- If we have not informed you of this right, the withdrawal period is extended by up to 12 months.
7.2. How to Withdraw
- The easiest way is our Withdrawal page, where you can start the process and receive an automatic confirmation.
- You may also email support@salifinder.com with your name and order number, or use the model withdrawal form in section 7.6.
- No Return Authorization Code or prior approval is required to exercise your right of withdrawal — a clear statement of your decision is enough.
- To meet the deadline, it is enough to send your communication before the 14-day period expires.
7.3. Effects of Withdrawal
- We will reimburse all payments received from you, including standard delivery costs (but not any extra cost arising from your choice of a delivery type other than the cheapest standard option we offer).
- We make the reimbursement using the same means of payment you used, at no fee to you.
- We may withhold reimbursement until we have received the goods back, or until you supply proof of having sent them, whichever is earliest.
7.4. Returning the Goods and Shipping Costs
- You must send the goods back without undue delay and no later than 14 days from the day you communicate your withdrawal.
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You bear the direct cost of returning the goods.
- You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
7.5. Exceptions
Under EU/EEA law, the right of withdrawal does not apply to:
- Goods made to your specifications or clearly personalised (e.g., engraved or monogrammed items).
- Sealed goods which are not suitable for return for health protection or hygiene reasons (such as cosmetics, fragrances, liquids/creams/gels, edibles, and intimate apparel) — but only once you have unsealed them after delivery. If such goods remain sealed and unopened, you keep your right to withdraw.
- Perishable goods, or goods that may deteriorate or expire rapidly.
- Sealed audio or video recordings or computer software, once unsealed after delivery.
- Goods that, after delivery, are inseparably mixed with other items.
Where an exception applies to a specific product, this is indicated before purchase.
7.6. Model Withdrawal Form
Using this form is optional. You can also withdraw via our Withdrawal page or by emailing us directly. If you prefer, simply copy the template below, fill in the blanks, and email it to support@salifinder.com:
- To SaliFinder (support@salifinder.com):
- I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ____________
- — Ordered on / received on: ____________
- — Order number: ____________
- — Name of consumer(s): ____________
- — Address of consumer(s): ____________
- — Signature of consumer(s) (only if this form is sent on paper): ____________
- — Date: ____________
Final Notes
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Compliance: This policy is governed by Spanish law. For international orders, we will also comply with any mandatory consumer protection rules in your country of residence.
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Updates: We reserve the right to update this policy, but any changes will not retroactively reduce your statutory rights.
