RETURNS AND REFUNDS POLICY
1. PURPOSE
This policy governs the conditions for returns, exchanges, and refunds for products purchased through Glaux Professional, in compliance with applicable regulations in force, including Royal Decree 85/2018 and Regulation (EC) No. 1223/2009 on cosmetic products.
2. SCOPE
This policy applies to all returns made by Glaux Professional customers in relation to cosmetic products marketed by the company.
3. RETURN PERIOD
The customer has a period of 30 calendar days from receipt of the order to request a return or exchange. After this period, returns will not be accepted and refunds will not be processed.
4. ACCEPTANCE CONDITIONS
For a return to be accepted, the following conditions must be met:
The product must be unused, in perfect condition, and in the same condition as when it was delivered.
It must retain its original packaging.
The proof of purchase must be provided.
The product must have been manufactured and supplied by Glaux Professional.
The company reserves the right to reject any return that does not meet these conditions.
5. EXCLUSIONS
Returns will not be accepted in the following cases:
Opened or used products of a hygienic or cosmetic nature.
Perishable products or products handled incorrectly.
Gift cards or downloadable software.
Certain health or personal care products for hygiene reasons.
6. TECHNICAL ASSESSMENT OF RETURNS
All returns will be subject to a technical inspection process to determine their origin. It will be assessed whether the issue is due to a manufacturing defect, damage during transport, a logistics error, or improper use by the customer. Depending on the outcome, eligibility for a refund, product replacement, or rejection of the return will be determined.
7. TRANSPORT INCIDENTS
In the event of transport-related damage:
Partial breakage: replacement at no cost.
Total or significant breakage: full replacement of the order.
Shipment lost: replacement at no cost.
Glaux Professional will handle the corresponding claim with the carrier.
8. ORDER ERRORS
In the event that incorrect products are shipped:
The product sent in error will be collected.
If the product shows no signs of tampering, it may be returned to stock.
The correct product will be shipped at no additional cost to the customer.
9. PRODUCT ISSUES
In cases of defects such as loss of volume or other alterations:
The product may be replaced with another from the same batch.
If necessary, a new batch will be produced. Under no circumstances will different batches be mixed.
10. REFUNDS
Once the return has been received and assessed, the customer will be notified of approval or rejection. If approved, the refund will be issued using the original payment method within a reasonable period.
Important: Products purchased on promotion or at a discount are non-refundable.
11. EXCHANGES
Exchanges will only be made in cases of defective products or products damaged during shipping.
12. SHIPPING COSTS
Return shipping costs will be borne by the customer, except in cases attributable to Glaux Professional.
These costs are non-refundable and, in the event of a product refund, may be deducted from the total amount.
13. SAFETY AND REGULATORY COMPLIANCE
For safety, quality, and regulatory compliance reasons, returned products will not be reprocessed. Unfit products will be disposed of through an authorized waste management provider to ensure the safety of the end consumer.
14. CONTACT
For any queries related to returns and refunds, you may send an email to: info@grup-olive.com
