Refund policy

RETURNS AND REFUNDS POLICY

1. Right of Withdrawal

Customers may exercise their right of withdrawal within fourteen (14) calendar days from receipt of the order, in accordance with Article 102 of the Consolidated Text of the General Law for the Defense of Consumers and Users (TRLGDCU).

This right may only be exercised when the products:

  • Have not been opened or used.

  • Retain their original seal intact.

  • Are in perfect condition and in their original packaging.

  • Are not among the products excluded from the right of withdrawal.

2. Exclusions from the Right of Withdrawal

For hygiene, safety, or product-related reasons, the following items are expressly excluded from the right of return:

  • Products intended for personal or body use (for example, oral hygiene products such as toothbrushes, soaps, etc.) once unsealed.

  • Food products, nutritional supplements, essential oils, or cosmetics that may deteriorate or risk contamination after opening.

  • Personalized or custom-made items requested by the customer.

  • Products which, by their nature, cannot be returned for health or hygiene reasons once unsealed.

These exclusions are established under Article 103 of the TRLGDCU.

3. Procedure to Exercise the Right of Withdrawal

To initiate a return, the customer must send an explicit communication before the withdrawal period expires to the following email: info@almaeko.com

The following information must be provided:

  • Order number and purchase date.

  • Full name and address of the buyer.

  • List of products to be returned.

  • Proof of purchase and delivery.

  • Reason for return (optional, except in cases of defective or incorrect items).

Once the request has been reviewed, the Alma Eko team will confirm whether the return is accepted and provide precise instructions for the process.

4. Return Shipping Costs

If the return is not due to an error on the part of Alma Eko, the customer will bear the costs associated with sending the item(s) back, including:

  • Return shipping costs.

  • Optional shipping insurance.

  • Any additional packaging required to protect the items.

It is recommended to use a tracked shipping service with proof of delivery.
Alma Eko is not responsible for loss or damage during return transit.

5. Conditions for Accepting a Return

To be accepted, a return must meet the following conditions:

  • The products must be new, unused, unopened, and in their original packaging.

  • The return shipment must be made within 14 calendar days from receipt of the order.

  • A valid proof of purchase must be provided.

  • The items must be returned in optimal condition for handling and preservation.

Otherwise, Alma Eko reserves the right to reject the return and/or refund.

6. Refunds

Once the product has been received and its condition verified, the refund of the corresponding amount will be processed within a maximum of fourteen (14) business days.

The refund:

  • Will not include the initial shipping costs or the return shipping costs.

  • Will be issued using the same payment method used for the original purchase.

  • May be denied or reduced if the product has been used, damaged, or returned in unsuitable condition.

7. Returns for Incorrect or Defective Products

If the product received has manufacturing defects or does not match the item ordered, the customer must report it within 48 hours of receipt. In such cases, Alma Eko will:

  • Cover the cost of product collection.

  • Send the correct product or issue a full refund, as appropriate.

  • Not accept claims submitted after the stated period or without the required documentation.

8. Exchanges

Product exchanges are not accepted.
If a customer wishes to replace an item with another, they must request a return (if applicable) and place a new order.

9. Unauthorized Returns

Returns without prior authorization from Alma Eko or sent after the deadline will not be accepted.

If an unauthorized return is received, the item will be held for 15 calendar days for customer collection. After this period, it will be understood that the customer has renounced ownership of the product.

10. Contact

For any questions related to returns or refunds, customers may contact Alma Eko at:

📧 info@almaeko.com
📞 +34 650 498 399