RETURNS AND RIGHT TO CANCEL

Following the applicable regulations, the Customer has 14 calendar days, from the date of receipt of the order, to request the return of any product, without having to give any explanation in this regard or suffer a penalty.

The right to cancellation from the Contract shall apply exclusively to products returned in the same condition in which the Customer received them, and without prejudice to the exceptions to this right. For reasons of health protection and hygiene, no refund will be made if the product has been used or unsealed, or if it is not in the same condition in which it was delivered or if it has suffered any damage, so the Customer must be careful with the product/s while they are in their possession.

The item must be returned including all its original packaging, the gifts received with the order, instructions and other documents that may accompany it. In any case, you must deliver along with the product to return the ticket or invoice that you will have received at the time of delivery of the product duly completed.

The Customer will have to bear the cost and risk of returning the products in case of cancellation.

If the product is wrong or defective, the return will have no cost to the Customer and we will also refund the shipping costs.

To exercise the right of cancellation, you can fill in and send the cancellation form, or make another type of unequivocal statement indicating your decision to cancel from the contract. You can access the cancellationform through the following link: cancellation form. Once completed, you can send it through the website or download it and send it to the email address returns@naccentia.com indicating in “Subject” the order number. We will send you confirmation of receipt of your request and you must follow the return process as shown below.

Once we have received the cancellation form and the product/s and verified that the conditions for processing the return have been met, we will proceed with the refund.

The Customer will receive an email informing that the return has been processed and that, in the next few days will receive the refund by the payment method used to make the purchase.

Exceptions to the right of cancellation:

In accordance with the provisions of Article 103 Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, the right of cancellation shall not apply to the following products:

Goods that are not suitable for return for reasons of health protection or hygiene are delivered sealed and cannot be returned once unsealed. Expressly included in this category are those products that are opened, used, unsealed, or which, due to their packaging and characteristics, present a hygienic-sanitary risk, such as cosmetics, make-up, personal hygiene products and any skin care product.

Any other legally contemplated exception that excludes the right of cancellation.

Partial product returns will not be accepted in the event that the purchase is a price promotion or discount for the purchase of a set of items. The Customer undertakes to keep the products in question in perfect condition until the time of shipment. Once this period has elapsed without having communicated the desire to cancel, no return will be accepted.

The right of cancellation may not be exercised in the following cases:

• The product or packaging is open or in poor condition.
• The product is not complete, accessories are missing or the product has been tampered with and/or broken.
• Products whose original packaging has been broken, including the seals of cosmetics.
• Products that, in accordance with current regulations, sound recordings, videos, discs and the like, personalized products or products that for hygienic or other reasons are not eligible for return.
• Accessories or instructions or any other documentation are missing.
• The period established for this purpose has elapsed.
• The proof of purchase and the delivery note are not provided.
  If the Customer notices any damage to the packaging at the time of collection or delivery of the product must be reflected in the delivery document of the carrier, and immediately communicate the incident to Naccentia Int, SLU. If the Client detects the incident once the product has been opened, has a period of 7 calendar days to report it. In the case of receiving a product that, by mistake, does not correspond to the one ordered, it must be communicated within 7 calendar days. NACCENTIA, will bear the cost of collecting the wrong product and the subsequent delivery of the correct product.

  The NACCENTIA subscription program is not subject to any condition of duration. You may cancel your subscription at any time and free of charge, through your account, or by contacting Customer Service customercare@naccentia.com. Termination will take effect upon notification by the Customer and will result, if applicable, in the suspension of any unpaid scheduled shipments.

  Return Process

  Step 1: In order to start a return process, it will be necessary to communicate via email to returns@naccentia.com, where we will indicate the steps for you to send us the order. We will not accept returns without the aforementioned communication.

  Step 2: The Customer must pack your order under the same conditions as received and send it to the address communicated in the email received in response to your request or prepare it for collection as appropriate.

  Step 3: Once received and checked the condition of the product, NACCENTIA will proceed to its reimbursement through the payment method used in the order. The maximum period to receive the amount of a refund is 14 calendar days. If after that date you have not received the amount of an accepted return, please contact us by email customercare@naccentia.com.

  NACCENTIA will not accept any shipment with postage due or cash on delivery and in which the shipping and return costs have not been paid.

  NACCENTIA reserves the right to compensate for the difference between the value of the items sent to the Customer and returned by the Customer in the following cases:

• When the products have been used or handled improperly or negligently or not in accordance with their characteristics by the Customer.
• When the products have been damaged or damaged.
• When the return by the Customer is not made in its box.
• When the lack of conformity is due to wear and tear due to normal use.
• If any of the information on the receipt or proof of purchase is modified, altered or substituted.
• If the serial or identification number of the product is manipulated.
• If all the elements, accessories, cases or gifts received with the purchase are not returned with the product.