Refund policy

If you are not satisfied with your purchase and wish to return an item, please contact us through our contact section or email info@vivaladivacosmetics.com, indicating the order number and the reason for your return. Tenga en cuenta que cuenta con un plazo de 14 días a partir de la recepción de su pedido para realizar la devolución, pasado este tiempo, su producto no será admitido para devolución. If you decide to return an order, you will be responsible for the shipping costs. Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be unused, in the same condition in which we sent them to you, and in their original packaging. No se aceptarán manchas, tarjetas dobladas, sellos rotos o láminas de plástico rotas. Si la condición del producto enviado de vuelta a nosotros no está en condiciones aceptables, nos reservamos el derecho de no devolverlo o cambiarlo. Products that have been customised cannot be refunded or exchanged. In some cases, you may be asked to include a video or photo of the defective product as proof in order to be able to refund or replace the product. HOW LONG DOES THIS PROCESS TAKE Returns can take up to 14 working days to process from the day we receive your return. Le enviaremos un correo electrónico para confirmar una vez que su devolución haya sido procesada. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges. WHEN WILL I RECEIVE MY REFUND? All refunds will be credited to your original form of payment. Si pagó con tarjeta de crédito o débito, los reembolsos se enviarán al banco emisor de la tarjeta en un plazo de 14 días laborables a partir de la recepción del artículo devuelto o de la solicitud de cancelación. Please contact the card issuing bank if you have any questions about when the credit will be credited to your account. If you have not yet received a credit for your return, here's what to do: Contact your bank or credit card company. It may take some time before the refund is credited to your account. HOW CAN I CHANGE OR CANCEL AN ORDER? We allow you to change the details of an order or cancel an order within 12 hours of purchase. To do this send an email to our address info@vivaladivacosmetics.com indicating your order number and your purpose, our service will be happy to help you. RETURNS The maximum time limit for a return is 14 working days from receipt of the package. If the reason for the return is unrelated to our company or to any incident in the shipment and is not due to a defective item or an item in poor condition, the return shipping costs will be borne by the buyer. We will only accept the return of an opened, used or brand new item if the reason for the return is due to a defective item. The refund will be made by the same method of payment by which the purchase was made or a voucher for the same value for use in vivaladivacosmetics.com valid from a maximum period of 48 hours from receipt of the returned product. In case of defective product, we will proceed to repair, replacement, price reduction or termination of the contract, steps that will be free for the consumer and user. El vendedor responde de las faltas de conformidad que se manifiesten en un plazo de dos años desde la entrega. The consumer and user must inform the seller of the lack of conformity within two months of becoming aware of it. In this sense, the costs for the return or replacement of the products must be borne by the seller, who by law is liable for the lack of conformity. It should be noted that these guarantees will be applied taking into account the nature of the products marketed. Por favor, contáctenos cuando antes para procesar el cambio del producto desde nuestro apartado "contacto" en la página principal de nuestra tienda online y usted recibirá las instrucciones pertinentes para realizar dicha devolución. We will not process any returns if you have not previously contacted us via the "contact us" section of our website so that we can record the defective product, authorise its return and assign you a return number. Pack the product in a closed and perfectly conditioned package, so that it is not damaged during transport. No utilice cintas adhesivas ni escriba directamente sobre el embalaje original del producto. It is essential that you write your return number on the outside of the package and enclose a copy of the purchase invoice with it. We will send the transport agency to collect the package and, once the product has been checked and the defect has been verified, a new product will be sent to the customer as soon as possible. Otherwise (i.e. if the product does not present any anomaly) the customer will receive the same product again. Incorrect product. If the product delivered does not match the product ordered, you must inform us immediately. Contact us by email at nfo@vivaladivacosmetics.com HOJA DE RECLAMACIONES If you have a complaint about a product purchased in www.vivaladivacosmetics.com you can send a complaint to: Oficina Virtual de Consumo de la Junta de Andalucia If you are a consumer resident in another EU country, you can submit your complaint on the EU Commission's online complaints platform. The platform can be found here. http://ec.europa.eu/consumers/odr/