Refund policy
Return and Refund Policy
1. Right of Withdrawal (Consumers)
If you are acting as a consumer, you have the right to withdraw from the contract without providing any reason within 14 calendar days from the date you receive the product.
To exercise this right, you must notify us of your decision to withdraw by sending a clear statement via email to: auradivine@outlook.es
Once you have exercised your right of withdrawal, you must return the product without undue delay and, in any case, within a maximum of 14 days from the date you communicate your decision.
2. Extended Commercial Return Policy (30 Days)
In addition to the legal right stated above, we offer a 30-day return policy from the date of purchase.
After this period, returns or exchanges will not be accepted, except where legally required.
3. Conditions for Returns
To be eligible for a return:
The item must be unused, in perfect condition, and in the same state as received.
It must be returned in its original packaging.
A receipt or proof of purchase is required.
We reserve the right to refuse returns that do not meet these conditions.
4. Non-Returnable Items
In accordance with applicable regulations, the following items cannot be returned:
Perishable goods (such as food or flowers).
Sealed goods that are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery.
Downloadable digital content once the download has begun.
Gift cards.
Customized or personalized products.
5. Partial Refunds
Partial refunds may be granted in the following situations:
Items with obvious signs of use.
Items that are damaged or missing parts for reasons not due to our error.
Items returned after the 30-day commercial period but still within applicable legal obligations.
6. Refund Process
Once your return is received and inspected:
We will notify you of the approval or rejection of your refund.
If approved, your refund will be processed using the original payment method.
Refund timing may vary depending on your bank or payment provider.
7. Shipping Costs
Return shipping costs are the responsibility of the customer.
In case of withdrawal, we will refund the cost of the standard initial shipping (if applicable).
Additional costs for express or premium shipping options are non-refundable.
8. Defective or Damaged Products
If you receive a defective or damaged product, you must notify us as soon as possible at:
auradivine@outlook.es
In such cases, we will, as appropriate:
Replace the product
Repair the product
Issue a full refund
At no additional cost to the customer.
9. Exchanges
Exchanges are only granted for the same item if it is defective or damaged.
10. Gifts
If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return.
Otherwise, the refund will be issued to the original purchaser.
11. Return Shipping Address
Please send your return to:
Calle Juan de Juanes
Santomera, Murcia, 30140
Spain
We recommend using a trackable shipping service or purchasing shipping insurance, especially for higher-value items, as we cannot guarantee receipt of returned goods without proof of delivery.
12. Late or Missing Refunds
If you have not received your refund:
Check your bank account again.
Contact your bank or payment provider.
If the issue persists, contact us at: auradivine@outlook.es
13. Applicable Law
This policy complies with applicable consumer protection laws within the European Union. For international sales, mandatory consumer rights under the laws of the customer’s country of residence will also be respected.
If you have any questions, please contact us at: auradivine@outlook.es