At https://www.aloevitae.es/, our top priority is the satisfaction of our customers. If for any reason you are not satisfied with your purchase, we will be happy to help you. Below, we detail our return and refund policy.

Returns

  • Return period: You have a period of 14 calendar days from receipt of the product to request a refund. If more than 14 days have passed since you received your purchase, we will not be able to accept the return.
  • Product conditions: the product must be in the same condition in which you received it, in its original packaging and unused. If the product has been used or damaged, we will not be able to accept the return.
  • Return costs: the shipping costs for the return of the product shall be borne by the customer, except in those cases where the product has arrived defective or there has been an error on our part to make the shipment.

Return procedure

If you wish to return a product, please follow the steps below:

  1. Contact us: to request a return, you must contact our customer service department by e-mail at info@aloevitae.es or by calling +34 689 26 48 00. Please indicate the order number and the reason for the return.
  2. Prepare the package: once we have confirmed the return, prepare the package with the product in its original packaging and make sure it is well protected to avoid possible damage during transport.
  3. Send the package: send the package to the address we will provide you with once the return is confirmed. We recommend that you use a courier service that will provide you with a tracking number for the shipment.
  4. Wait for confirmation: once we have received the package and verified that the product is in the same condition in which it was sent, we will proceed to reimburse the corresponding amount.

Refunds

  • Refund period: the maximum period for reimbursement is 14 calendar days from receipt of the returned product.
  • Refund method: the refund will be made through the same payment method used for the purchase. If it is not possible to make the refund through this method, we will contact you to arrange another method of refund.
  • Shipping costs: Shipping costs are non-refundable, except in those cases where the product has arrived defective or there has been an error on our part in the shipment.

Exceptions

No returns will be accepted and no refunds will be made in the following cases:

  • Products that have been used or damaged by the customer.
  • Customized products or products made to customer’s specific request.
  • Products that have been tampered with or altered by the customer.
  • Product whose very nature does not allow a return.

Change Policy

If you wish to exchange one product for another, you must request the return of the product you wish to exchange following the same steps as for the return, and make a new purchase with the product you wish to acquire.

If the product you wish to exchange for another one has a lower price than the product you want to return, we will refund you the difference through the same payment method used in the original purchase.

If the product you wish to exchange for another one has a higher price than the product you want to return, you will have to make a new purchase and pay the corresponding price difference.

Policy Modifications

We reserve the right to modify our return and refund policy at any time. Any modification will be published on our website and will be effective from the moment of its publication.

Contact

If you have any doubts or questions about our return and refund policy, please do not hesitate to contact our customer service department at info@aloevitae.es or by calling +34 689 26 48 00. We will be happy to help you.