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Returns and Refunds Policy

In our store, we want you to shop with complete peace of mind. For this reason, we offer a clear and simple returns policy in accordance with current regulations in Spain.

1. Right of withdrawal

The customer has the right to withdraw from their purchase within 14 calendar days from receipt of the order, without the need for justification.

To exercise this right, you must communicate your decision by email to marketing@onlinedospuntocero.com

2. Return conditions

To accept a return, the product must:

  • Be in perfect condition
  • Not have been used beyond simple inspection
  • Retain its original packaging
  • Include all accessories and documentation

3. Refunds

Once we receive the product and verify its condition:

  • The refund will be processed within 3 to 7 business days
  • The refund will be made using the same payment method used for the purchase

We reserve the right to withhold the refund until we have received the product or proof of its return.

4. Return shipping costs

  • Return shipping costs will be borne by the customer
  • In case of defective product or shipping error, the costs will be covered by the company

5. Defective or damaged products

If the product arrives defective or damaged:

  • You must notify us within a maximum of 48 hours from receipt
  • You can do so by sending an email to marketing@onlinedospuntocero.com
  • We may request images of the product

Once the issue is verified, we will proceed with:

  • Replacement of the product
  • Or full refund, including shipping costs

6. Return procedure

To make a return:

  1. Contact our team indicating:
    • Order number
    • Reason for return
  2. We will inform you of the steps to follow
  3. Send the product properly packaged

7. Exceptions to the right of withdrawal

According to current regulations, returns are not accepted for:

  • Personalized products
  • Products that may deteriorate or expire quickly
  • Products unsealed for hygiene reasons
  • Products that have been improperly used

8. Customer service

For any questions related to returns, you can contact us at:

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