Refund policy
This Return and Exchange Policy details your options on how to cancel a contract with us, how to return your purchase, and your rights regarding obtaining a refund or exchange.
Right of Cancellation
You will have the right to cancel the contract generated through our written order confirmation without giving any justification within 14 days from the day you, or someone designated by you (other than the carrier), physically take possession of the products in your order. If you are a customer residing in the European Union or the European Economic Area and made your purchase through Sales Channels, this will be considered your legal right to withdraw from the contract. To be considered valid, it will be sufficient for your retraction to be expressed before the expiration of the withdrawal period.
To cancel the contract and return your product(s), you may contact us at the email address info@hebracosmetics.com and follow the provided instructions.
Return Process
To return a product to the distribution center of our online store, you must follow the steps mentioned below:
1. Send an email to info@hebracosmetics.com with the subject "Return" notifying us of your decision. We will provide you with the address of our distribution center. At this stage, you may be asked for information about the product to allow us to make an initial assessment of its condition. 2. Select your preferred shipping company, pay the total cost of the return shipping. 3. In the delivery package, include the product, all its accessories, and any free items you received as part of your order. 4. Send an email to info@hebracosmetics.com with all the tracking information and proof of payment of the shipping.
You must retain proof of return shipping and full payment; we will not accept any liability if you are unable to provide such proof. Only products received by the distribution center of our online store will be eligible for a refund or exchange of the product. The risk of loss or damage to the product during transit will remain with you until the product is in our possession.
Conditions for Returning a Product
We will check that the returned product complies with the conditions of the Return and Exchange Policy for products, and if so, we will proceed with the refund or exchange of the product that is appropriate.
Our products must be returned in a new and unused condition, in perfect condition, with all protective materials in place and relevant labels and stickers attached (if applicable), as well as with the original box and delivery package, including all accessories and documents. We reserve the right not to accept any return if the product shows signs of wear, or if it has been used or altered in any way from its original; As an alternative, we may reduce the refund or product exchange amount based on the alterations presented by the product.
If you have received free items as part of your order, you must return them along with the products.
All returns will be subject to strict quality control on our part to ensure that the returned products meet the requirements. If the products do not meet the quality control standards, we will reject the return and resend the products to you. If the returned product meets the quality requirements, we will proceed with the relevant refund or exchange.
Failure to comply with these Sales Terms gives us the right to reject the returned product and resend it to you, with the corresponding costs borne by you.
Products that cannot be returned or exchanged
We will not accept returns of cosmetic products that have been opened or had their original seal removed. Cosmetic products must be returned unused, unopened, and with their original seal intact; otherwise, we will not accept them.