Shipping and Returns Policy

1. Shipping Policy

Where do we ship?

We ship to:

• Peninsular Spain
• Balearic Islands

We currently do not ship to the Canary Islands, Ceuta, Melilla, or international destinations.

Delivery times

• Peninsular Spain: 24 to 72 business hours from warehouse departure.
• Balearic Islands: 3 to 5 business days.

Orders placed before 2:00 PM are prepared and shipped the same day. Orders placed after that time will be shipped the next business day. Deliveries are not made on weekends or holidays.

These times are carrier estimates. Clerea Cosmetics is not responsible for delays attributable to the transport company or force majeure.

Shipping costs

• Standard shipping: €8.50
• Free shipping: For orders totaling €45 or more.

2. Right of Withdrawal

If you are not satisfied with your purchase, you have the right to withdraw from the contract and return the order, or part of it, within 15 calendar days from the day you, or a third party designated by you, received the package, without needing to provide any justification (Article 102 of Royal Legislative Decree 1/2007, of November 16).

Cost of return

In the case of voluntary withdrawal, the shipping costs of the return are borne by the customer. This condition is also informed during the purchase process, in accordance with Article 97.1.i) of RDL 1/2007.

Refund period

Once the withdrawal notification is received, we will proceed to issue the refund within a maximum of 14 calendar days, using the same payment method used for the purchase (Article 107.1 RDL 1/2007). We may withhold the refund until we have received the products or until the customer provides proof of their return, whichever occurs first.

The credit may take an additional 3 to 7 days to reflect in your bank account, depending on your financial institution. This time corresponds to banking operations, not to Clerea Cosmetics.

3. Exceptions to the Right of Withdrawal

In accordance with Article 103.e) of Royal Legislative Decree 1/2007, returns will not be accepted in the following cases:

1. Cosmetic products that do not retain their original seal, protective packaging, or show signs of having been opened, handled, or tested.
2. Products that, due to their nature, cannot be returned once their security wrap has been removed.

If the product arrives at our facilities opened or unsealed, Clerea Cosmetics reserves the right to deny the refund.

4. How to Make a Return

To exercise your right of withdrawal, follow these steps:

1. Send us an email to soporte@clereacosmetics.com with the subject "Return Order No. [X]", indicating the items you wish to return.
2. We will reply with the shipping address and necessary instructions.
3. Package the products in their original box, or in similar packaging that ensures they arrive in perfect condition.
4. Send us the package with the courier company of your choice. We recommend using a tracked shipment to be able to locate it in case of an incident.

5. Legal Warranty for Defects

Regardless of the right of withdrawal, all our products are covered by the legal warranty of conformity established in Royal Legislative Decree 7/2021, of April 27, which transposes Directive (EU) 2019/771.

• Warranty period: 3 years from the product delivery date.
• Coverage: Manufacturing defects, lack of conformity with the product description, or damage not attributable to customer use.
• Available remedies: Repair, replacement, price reduction, or contract termination, as appropriate.

To exercise the warranty, contact us at soporte@clereacosmetics.com.

6. Defective Products or Shipping Errors

If, upon receiving your order, you detect any of the following situations:

• The product arrives broken or damaged by transport.
• The received product does not match the order.
• The product has a manufacturing defect.

Clerea Cosmetics will bear all collection and shipping costs for the replacement product.

Procedure

Report the incident by writing to soporte@clereacosmetics.com as soon as possible after reception, attaching:

• Photographs of the damaged product.
• Photographs of the outer box and packaging (necessary to manage the claim with the carrier in case of transport damage).
• Order number.

For damages caused during transport, prompt communication is important as the legal period to claim from the carrier is 7 days (Article 60 of Law 15/2009, on Land Transport Contract of Goods). However, this period does not limit the rights recognized by current regulations for you as a consumer.