HOW DO I RETURN AN ORDER?

If you are not satisfied with your purchase and wish to return an item, please contact us by email info@freshlynails, indicating the order number and the reason for your return. Please note that you have a period of 30 days from receipt of your order to return it by registered mail*, after this time, your product will not be accepted for return.

*If it is made by another form of shipping other than registered mail, the company will not be responsible for any possible loss or damage to the package.

Due to the Covid19 crisis and for security reasons, no refunds will be given for personal hygiene products that have been used.
We apologise for any inconvenience caused.

(According to Art. 44 of Law 7/1996 of 15 January 1996 on the regulation of retail trade, amended by Law 47/2002 of 19 December 2002).

If you decide to return an order, you must send the product by registered post at your own expense.
Shipping address: Carrer dels Artesans, 31, 46970 Alaquàs, València (Spain).

ATTENTION: For Covid-19 reasons, in order to guarantee the safety of our customers, it will not be possible to return items for personal use that have been used.

We thank you for your understanding and regret any inconvenience caused.

Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals and documentation. Returned items must be unused, in the same condition in which we sent them to you, and in their original packaging. Stains, bent cards, broken stamps or torn plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Products that have been personalised cannot be refunded or exchanged.


Non-returnable items include items purchased through retailers, incorrect products purchased and products damaged due to mishandling by customers. suavespot.co reserves the right to refuse any returns.

WHAT DO I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?

Please contact our customer service team at info@freshlynails.com to initiate the return process. Please include the following information:

Order Number
Proof of Purchase
Video or photo of the product to be returned (if applicable)
Complete shipping address
Telephone number
In the exceptional case that you receive a product with manufacturing defects,
you will have to justify it by means of film evidence to our customer service partners.

If this is the case, you can choose from the following options:

a) Redeemable voucher
b) Delivery of a new product

 

HOW LONG DOES THIS PROCESS TAKE?

Returns can take up to 14 working days to process from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges.

 

WHEN WILL I RECEIVE MY VOUCHER?

All refunds will be credited with a voucher for the same amount as the order to be returned.

Once we receive your order, our quality team will check it to ensure that it is in its original condition.
After this process, you will receive an email with the voucher.

This voucher shall be valid for 12 months.

 

HOW CAN I CHANGE OR CANCEL AN ORDER?

We allow you to modify the details of an order or cancel it within 12 hours of purchase. To do so, access our customer service centre and create an enquiry by providing the details we request. Select the type of query most appropriate to your case so that our agents can deal with it as quickly as possible.

Please note that after 12 hours, our products have already been packed and are ready for shipment, so we will not be able to change the details of your order.

If you are not satisfied with the product, you can download and fill in the form (by clicking here: FORM). This form must be attached to the parcel when the return is made. Please fill in the form correctly, without the form NO RETURNS WILL BE DONE.