Returns and Refunds
Our simple and transparent return policy
Satisfied or refunded
Your satisfaction is our priority. If you are not satisfied with your purchase, we accept returns within 14 days of receipt.
Return conditions
Products eligible for return
- Unopened products in their original packaging
- Unused products in perfect condition
- Labels and security seals intact
- Undamaged original packaging
- Return requested within 14 days of receipt
Products not eligible for return
- Opened or used products
- Products without original packaging
- Perishable products (except defects)
- Personalized or custom products
- Promotional items discounted by more than 50%
How to return a product
Return request
Log in to your account and initiate a return request from "My Orders".
Confirmation
Our team reviews your request and sends you a confirmation email (24-48h).
Return the product
Carefully package the product and return it to the address indicated in the email.
Inspection
We inspect the product upon receipt to verify that it meets the conditions.
Refund
If approved, the refund is processed within 5-7 business days.
Refund terms
Refund method
The refund is made to the same payment method used during purchase.
Refund period
5-7 business days after return validation. Additional bank processing time possible.
Amount refunded
Product price refunded in full. Initial shipping fees not refunded except in case of defect.
Return costs
Borne by the customer unless the product is defective or the error comes from our side.
Defective or damaged products
If you receive a defective, damaged or non-conforming product:
- Contact us immediately via support
- Provide photos of the product and packaging
- We arrange product collection at our expense
- Replacement or full refund (including shipping fees)
Exchanges
We do not make direct exchanges. To get a different item:
1. Return the original item
2. Receive your refund
3. Place a new order for the desired item
Frequently asked questions
How long do I have to return a product?
You have 14 days from receipt of your order to request a return.
Who pays the return fees?
Return fees are your responsibility, unless the product is defective or we made an error.
Can I return an opened product?
No, for hygiene and safety reasons, we only accept unopened products in their original packaging.
When will I receive my refund?
The refund is processed within 5-7 business days after return validation. Bank processing time may vary.
Can I exchange a product for another?
We do not make direct exchanges. Return the product for a refund and place a new order.