Returns and Exchanges Policy
At Aloeveraymas, we want you to be satisfied with your purchase. If you need to return or exchange a product, please find the applicable conditions below.
1. Right of Withdrawal
If you have made a purchase through our online store, you have 14 calendar days from the date you receive your order to inform us of your decision to withdraw from the purchase, without having to provide a reason.
To request a return, please contact us through our contact form, indicating your order number and the products you wish to return.
2. Condition of Returned Products
For a return under the right of withdrawal to be accepted, the product must be unused, unopened and in perfect condition, retaining its seal, packaging and original presentation where applicable.
For reasons of hygiene and health protection, we cannot accept the return of sealed products that have been opened or unsealed after delivery when, due to their nature, they are not suitable for return.
This restriction does not apply if the product is defective, arrives damaged or there is any other lack of conformity attributable to the product or shipment.
3. Return Shipping Costs in Case of Withdrawal
When a return is made because the customer has changed their mind or no longer wishes to keep the product, the cost of returning the product to Aloeveraymas shall be borne by the customer.
We recommend using a shipping service that provides tracking. Aloeveraymas cannot be held responsible for returned products that do not reach our facilities when the return shipment has been arranged directly by the customer.
Once the returned products have been received and checked, we will proceed with the corresponding refund.
If the customer withdraws from the entire order, the cost of the standard delivery method originally paid will also be refunded. Any additional costs resulting from the customer expressly choosing a more expensive delivery method than the standard delivery option offered will not be refunded.
4. Product Exchanges
You may also request a product exchange within 14 calendar days of receiving your order, provided that the product is unopened, unused and in perfect condition.
When an exchange is requested at the customer's discretion and there is no defect or error in the order, the shipping costs associated with returning the original product and sending the replacement product shall be borne by the customer.
Before sending any product back, the customer must contact Aloeveraymas so that we can provide the appropriate instructions and confirm the availability of the product requested as a replacement.
If there is a price difference between the products, the corresponding amount must be paid or refunded as applicable.
5. Defective, Damaged or Incorrect Products
If you have received:
- an incorrect product;
- a product damaged during transport;
- a defective product;
- or a product that does not correspond to what you ordered,
please contact us as soon as possible through our contact form, indicating your order number and explaining the issue.
Whenever possible, we recommend attaching photographs of the product and its packaging so that we can process the issue more quickly.
In these cases, Aloeveraymas will cover the necessary costs to resolve the issue, whether through replacement of the product, its return or the corresponding refund, as appropriate.
The fact that a product has been opened in order to verify the existence of a defect does not prevent the customer from reporting an issue or exercising any rights to which they are legally entitled.
6. Refunds
Once the returned product has been received and we have verified that it complies with the conditions stated above, we will issue the refund using, as a general rule, the same payment method used for the original purchase.
In cases of withdrawal, Aloeveraymas may withhold the refund until the returned products have been received or until the customer provides proof that they have been sent back, whichever occurs first.
The refund will be made within the time limits established by applicable law.
7. Products Excluded from Returns under the Right of Withdrawal
In addition to opened or unsealed products that are not suitable for return for reasons of hygiene or health protection, products that have been used, handled or damaged by the customer beyond what is necessary to establish their nature and characteristics may not be returned.
This does not affect the customer's statutory rights where a product is defective or does not conform to the purchase.
8. How to Request a Return or Exchange
Before sending any product back, please contact our team and provide:
- Your full name.
- Your order number.
- The product or products concerned.
- The reason for your request.
- Whether you are requesting a return, an exchange or reporting an issue.
We will provide you with the next steps and the return address where applicable.
Please do not send any product back without first notifying us of the return or exchange.
9. Applicable Law
This policy applies without prejudice to the rights granted to consumers and users under applicable Spanish and European legislation on consumer protection and distance contracts.