1. EU & EEA Customers
1.1. Fourteen (14) Calendar Days
- If you reside in a country within the European Union (EU) or European Economic Area (EEA), you have the right to withdraw from your purchase and return a product for any reason, within 14 calendar days from the day you (or someone designated by you) received the item.
1.2. How to Exercise Your Right of Withdrawal
- Contact us via our Returns Center within the 14-day period.
- You will receive a Return Authorization Code (RAC) and the return address.
- 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.
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 (for the cost of the product plus the standard shipping costs originally paid, if applicable under EU law) 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
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If you exercise your right of withdrawal (returning 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 cover or reimburse the return shipping costs.
2. Non-EU/EEA Customers
2.1. Fourteen (14) Calendar Days
- We extend the same 14-day return window to customers outside the EU/EEA whenever possible.
- However, certain local laws outside the EU/EEA may grant you additional protections or rights. If so, we will comply with them.
2.2. How to Exercise Your Right of Return
- Contact us via our Returns Center within the 14-day period.
- You will receive a Return Authorization Code (RAC) and the return address.
- 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.
2.3. 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.
2.4. 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.
2.5. 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 cover or reimburse the return shipping costs.
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Note: Customs, duties, or import fees that may apply for international orders are non-refundable.
3. Defective or Damaged Products (Warranty & Legal Guarantee)
3.1. Legal Guarantee in the EU
- Customers in the EU/EEA (including Spain) are entitled to a legal guarantee of conformity for at least 2 years (3 years in Spain) from the date of delivery. This means if your product shows a defect or non-conformity during this period, please contact us promptly for a repair, replacement, or refund as required by law.
- The 14-day return window does not limit your right to claim under the legal guarantee if a product is defective.
3.2. Reporting Defects or Damage
- If you receive a product that is defective or damaged on arrival, please contact us at our Returns Center within 14 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.
4. Non-Returnable Items
4.1. Hygiene and Health Sealed Products
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Certain products, such as the following, are exempt from returns if they were sealed for hygiene or health protection reasons and you have unsealed them:
- Undergarment / Underwear / Panties / Bra
- Cosmetics / Fragrances
- Liquid / Cream
- Edibles
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If these items are still sealed or unused with their hygiene stickers/tags intact (and in original condition), you can return them within the 14-day withdrawal period.
4.2. 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.
5. Order Cancellation and Modification
5.1. 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 withdrawal or return under this policy after you receive it.
5.2. 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.
5.3. 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.
6. 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).
7. Contact Us
Final Notes
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Compliance: This policy is governed by Spanish law and the applicable regulations of the European Union. 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.
