Shipping & Returns

ADD HERE PRICES PER MARKET

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Unless there are circumstances arising from the customization of the products, tailor-made products, products requiring special packaging or seals, or unforeseen or extraordinary circumstances occur, we will send you the order containing the products listed in each Shipping Confirmation within the time period indicated on the website, depending on the selected shipping method.

If, for any reason, we are unable to meet the delivery date, we will inform you of this circumstance and give you the option to proceed with the purchase by setting a new delivery date or to cancel the order with a full refund of the amount paid. Please note that we do not deliver to home addresses on Saturdays or Sundays, except in the case of virtual gift cards, which will be sent by email on the date of purchase.

For the purposes of these Conditions, the "delivery" or that the order has been "delivered" will be understood as the moment you or a third party indicated by you acquires physical possession of the products, which will be evidenced by the signing of the order receipt at the agreed delivery address.

Orders placed on public holidays will be considered as placed on the next business day. The actual delivery date may be affected by shipping delays due to weather conditions or other external factors, as well as during the holiday season. Please check the shipping tracking information you receive by email to find the most accurate delivery date.

All orders placed after 12 noon will be processed the next business day. Holidays do not count as delivery days. The total cost of each shipment will be detailed at the time of purchase confirmation.

 

1. INABILITY TO DELIVER

Two delivery attempts will be made within Spanish territory and only one for deliveries to countries outside Spain. In such cases, you will receive a notice of deposit at the shipping company’s facility, and, if you wish, you may request a second delivery at your expense by contacting us via email at support@tevskincare.com.

If, after 15 days from the date your order is available for delivery, it has not been delivered for reasons not attributable to us, we will assume you wish to cancel the contract and consider it terminated. As a result of the termination, we will refund the payments received from you, excluding delivery costs (including additional costs arising from your choice of a different delivery method than the least expensive standard delivery we offer) without undue delay and in any event no later than 14 days from the date on which we consider the contract terminated. Please note that transport resulting from the termination may have an additional cost, which we will be authorized to charge you.

 

2. TRANSFER OF RISK AND OWNERSHIP

The risks of the products will be your responsibility from the moment of delivery. You will acquire ownership of the products when we receive full payment of all amounts due, including shipping costs, or at the time of delivery (as defined in Clause 10 above), whichever is later.

 

3. RETURN POLICY

3.1. Legal Right to Withdraw from Purchase

Right of withdrawal

If you are contracting as a consumer and user, you have the right to withdraw from this contract within 14 calendar days without giving any reason.

The withdrawal period will expire 14 calendar days from the day you or a third party indicated by you, other than the carrier, acquires physical possession of the goods.
To exercise the right of withdrawal, you must notify us by emailing support@tevskincare.com with a clear statement of your decision to withdraw from the contract (for example, a letter sent by email).

Consequences of withdrawal

If you withdraw from this contract, we will refund you the amount of the returned products, excluding delivery costs (including any additional costs resulting from your choice of a different delivery method than the least expensive ordinary delivery we offer) without undue delay and in any event no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will carry out the refund using the same means of payment that you used for the initial transaction unless you tell us otherwise, expressly detailing the payment method you would like us to use. You will not incur any fees as a result of the refund.

However, we may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

To return the products, you must follow the instructions provided via email and send them back without undue delay and in any event no later than 14 calendar days from the date on which you communicate your decision to withdraw from the contract. The deadline will be met if you return the goods before the 14-day period has expired.

We only accept returns of products in their original, unopened, and unused condition, purchased on our website within 14 days of the original purchase. At TEV SKINCARE, we do not refund or exchange any product affected by circumstances beyond our control. This includes damage or negligence once the products have been delivered, storage of products in adverse conditions such as very high temperatures or exposure to the sun, which can damage the products, as well as damage inflicted by third parties. In any case, remember that you must return, along with the products, all the materials used for packaging (bags, boxes, envelopes, tissue paper), as well as a printed copy of the “Order Confirmation” email you received after purchase.

Returns must be made using the method indicated by our customer service team. You may choose home pickup or return via a drop-off point. A “drop-off point” is a package pickup and delivery location used by the postal service or courier operating in your area. To request this return method, send an email to support@tevskincare.com and we will provide instructions. Please note that you will bear the direct cost of returning the goods.

Send the item in the same package in which you received it, including all packaging materials (bags, boxes, envelopes, tissue paper), and follow the instructions provided via email. Due to the fragile and unique nature of the products, if you no longer have the original packaging, the return cannot be made due to the risk of damage.

Please note that, once the order has been delivered, if you exercise your legal or contractual right of withdrawal and organize the return shipping yourself (i.e., not using a service provided by us), we cannot assume responsibility for the package or risk during the return process when the cause is not attributable to TEV SKINCARE S.L.

3.2. Returns of Defective Products

If you believe that a product does not conform to the contract at the time of delivery, you must contact us immediately via email at support@tevskincare.com, providing the product details and a description of the damage. You can return the product following the instructions received from customer service. We will carefully examine the returned product and notify you by email within a reasonable period whether a refund or replacement is appropriate.

The refund or replacement will be made as soon as possible and, in any event, within 14 days from the date we confirm via email that a refund or replacement is warranted.

Amounts paid for products returned due to a defect or fault (when such exists) will be fully refunded, including delivery charges and any return shipping costs incurred by you. The refund will be made using the same payment method you used to make the purchase. All rights recognized by current legislation are preserved in any case.

3.3. Right of Withdrawal and Returns for Orders from Abroad

If you have placed an order from a European Union member state other than Spain, clauses 13.1 and 13.2 apply.
However, please note that under no circumstances (except as provided in clause 13.3, to which clause 13.4 does not apply) are we obliged to refund delivery costs other than those incurred to the original delivery address in Spain or return costs from a destination outside Spanish territory.

 

4. WARRANTIES

If you are contracting as a consumer and user, you have the right to free corrective measures in case of product nonconformity. We offer warranties on the products sold through this website under the legally established terms for each type of product and are responsible for any nonconformity that arises within the legally established time limits from the product's delivery.

Products are deemed to be in conformity with the contract provided that:

  • they match the description provided by us and possess the characteristics presented on this website,

  • they are suitable for the purposes for which products of the same type are normally used,

  • and they demonstrate the usual quality and performance of a product of the same type that can reasonably be expected.

If any product does not conform to the contract, you must inform us following the procedure outlined in clause 13.3 and through any of the communication methods provided for this purpose.