Refund policy

This page covers two different situations, because the conditions are different for each: changing your mind about your purchase (right of withdrawal) and receiving a product that is faulty or not the one you ordered (legal guarantee).

If you change your mind: right of withdrawal

You have 14 calendar days from receiving your order to withdraw from the purchase, without having to give a reason. If your order includes several products delivered separately, the period runs from delivery of the last one.

How to request it

The quickest way is from your customer account, in the relevant order. You can also write to us at hola@evuecosmetics.com, or use the form at the end of this page. Any unequivocal statement in which you communicate your decision to us is valid.

If your order has not yet left our premises, you can request a cancellation instead of a return: it is faster for both of us and you will not have to cover any return costs.

Sealed products

Our products are delivered sealed. For reasons of hygiene and health protection, products whose seal has been removed or broken are excluded from the right of withdrawal, in accordance with article 103 e) of the Spanish consolidated Consumer Protection Act (and article 16 e) of Directive 2011/83/EU). A product with its seal intact is accepted without any problem.

The condition the product must come back in

With its original packaging and in a condition in which it can be sold again. You may open the shipping box and examine the product as you would in a physical shop, but you will be liable for any diminished value resulting from handling beyond what is necessary to establish its nature and characteristics.

Costs

Where the return is due to a change of mind, the direct cost of returning the product is yours. You may use whichever carrier you prefer; we recommend one with tracking, as the parcel travels at your risk until it reaches us.

We will refund everything you paid for the order, including delivery costs if you paid them. If you chose a delivery method more expensive than our standard option, we are not required to refund that supplementary cost.

We may withhold the refund until we have received the product, or until you provide evidence that you have sent it back, whichever happens first.

When you get your money

Within 14 calendar days of the date you communicate your decision to us, subject to the withholding described above. The refund is made using the same means of payment you used for the purchase, at no cost to you.

If the product is faulty or not as described

This is not a withdrawal and the conditions are different: you pay nothing.

We are liable for any lack of conformity that becomes apparent within three years of delivery: a product that is faulty, damaged, out of date, different from the one you ordered, or that does not match its description.

Write to us at hola@evuecosmetics.com telling us what happened and, if you can, attaching a photograph. Depending on the case you may choose between replacement and repair of the product and, where neither is available, a price reduction or termination of the contract. We cover the cost of the return and of the new shipment.

If the parcel arrives visibly damaged, please let us know as soon as possible and note it on the carrier's delivery note at the time of delivery.

Withdrawal form

You are not obliged to use it, but you are welcome to copy it and send it to us if you find it convenient:

To Butiron Brands, S.L., C/ Moratín 21, Esc. 4, 6º C, 03008 Alicante, Spain — hola@evuecosmetics.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number:
Received on:
Consumer's name:
Consumer's address:
Date: