Returns and Refunds Policy
Last updated: November 18, 2025
At [Company/Store Name], located at [Full Address] and email [email@empresa.com], we are committed to ensuring customer satisfaction by offering a clear, efficient, and secure returns and refunds process. This policy describes the conditions, terms, and procedures for managing returns of products purchased from our online store [Website URL].
Right of withdrawal
In accordance with current regulations, the customer has a period of 14 calendar days from receipt of the product to exercise their right of withdrawal, without the need for justification.
To exercise this right, the customer must:
- Notify their decision to withdraw by email to [email@empresa.com] or by using the return form available on the website.
Clearly indicate the order number, product(s), and reason for return (optional).
Conditions for returns
The product must be returned in perfect condition, unused and in its original packaging.
All accessories, manuals or promotional gifts included must be returned together with the product.
Returns of products that show damage, signs of use or alterations will not be accepted.
Return period and method
Once the return request has been received, the customer will be given the shipping address for the return.
The customer must send the product within a maximum period of 14 calendar days from the acceptance of the return.
The shipping costs for returns are borne by the customer, unless the return is due to a shipping error, defective product, or breach of contract by the company.
Refund
After receiving and verifying the condition of the returned product, we will proceed to refund the amount paid, including the price of the product and, where applicable, the initial shipping costs.
The refund will be made using the same payment method used by the customer within a maximum period of 14 calendar days from receipt of the returned product.
The return shipping costs will be borne by the customer, except in the cases indicated in the previous point.
Non-returnable products
Returns will not be accepted for products that, due to their nature, cannot be returned for hygiene or health reasons, such as:
- Personal care products that have been opened or used.
- Items customized at the customer’s request.
- Perishable products or products with a short expiration date.
Defective or incorrect products
If the product received is defective, damaged, or different from the one ordered, the customer must notify [email@empresa.com] within 48 hours of receipt.
In these cases, the return shipping costs will be borne by the company, and a replacement, exchange, or full refund will be offered.
Management procedure
- The customer contacts customer service via email or web form.
- The return is confirmed and shipping instructions are provided.
- The company receives the product, verifies its condition, and approves the return.
- A refund is processed or a new product is shipped, as appropriate.
Resolution deadlines
Returns and refunds are processed within a maximum of 14 calendar days from receipt of the returned product.
In exceptional cases of delay, the customer will be informed immediately, indicating the new estimated date of resolution.
Contact
For any questions, incidents, or information about returns and refunds, please contact our customer service department:
Phone: [Contact phone number]
Email: [email@empresa.com]