Returns policy

Our returns policy is part of the Sales Conditions. Arlés Biocosmetics reserves the right to change this policy when necessary. Last updated 09/15/2021.

NOTHING COULD BE SIMPLER THAN OUR RETURNS POLICY.

You have up to 14 natural days to proceed with requesting a return from the day we are notified of the delivery.

It is important that you check the status of your order or items when you receive them and always before using them. If errors occur or problems arise, you will need to contact our Customer Service so that we can discern the cause.

Before attempting to return an order, you must contact our Customer Service to request a return authorization number. Without this number, it will not be possible to process your return.

YOUR LEGAL RIGHTS
Our returns policy does not affect your legal rights.

CAN I RETURN A PRODUCT?
Our refund policy does not accept returns of products unless the following conditions, which will be explained in detail below, are met:

• Wrong item
• Damage in transit
• Defective product

In none of these cases will a refund be accepted. The affected order or product will be replaced with another order or product identical to the one requested by the customer.

Refer to the following steps for more information on how to return your order.

WHAT SHOULD I DO IF I RECEIVED AN INCORRECT ITEM?

We have high standards when it comes to packaging orders. However, errors may occur. Please accept our apologies if you have received an incorrect item. As part of our maximum customer satisfaction policy, we will do everything possible to resolve the problem as quickly and easily as possible.

We will review each case individually when considering the return of the product; in some cases, we may need more information, such as photos, so that we can decide the best course of action. Our goal is to provide the best solution as quickly as possible.

WHAT TO DO IF I HAVE RECEIVED A DAMAGED ORDER?

At Arlés Biocosmetics, we try to ensure that all orders arrive in optimal conditions after transportation. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery and, instead, accept your order and contact us immediately. Rejecting an order can cause a delay in the return of the package.

You can contact us by email at info@arlesbiocosmetics.co or by phone at +952606533 . Please attach any images you have of the damaged product to the message. A member of our team will review the details and offer you the best possible solution.

WHAT TO DO IF I HAVE RECEIVED A DEFECTIVE PRODUCT?

Please accept our apologies if you believe you have received a defective product. At Arlés Biocosmetics, we take complaints related to the quality of our products very seriously. Therefore, we will investigate your case to resolve the problem as soon as possible.

To do so, you will need to contact us by email at info@arlesbiocosmetics.co or by phone at+952606533 . Please provide details of the defective product and, if possible, attach images to your message.

WHAT SHOULD I DO TO RETURN A PRODUCT?

Please contact our Customer Service team to proceed with the return of the desired item.

To proceed with the return, you will need to inform us of the order number, the product you wish to return, and the reason. Our team will then provide you with a return number and the address to which you must send the product.

You must package the product securely and include a copy of the return form.

When you return a product, remember to request a receipt from Correos or the courier company. This will serve as proof of shipment until you receive the product replacement or the refund. Without this receipt, we will not be able to process your refund or replacement in the event that the item is lost during transport.

Any defective product will be exchanged for the same product, and we will proceed to return the money to the same account if the product is out of stock.

Any item that you have accepted and then returned is your responsibility until it reaches our warehouse. Therefore, please make sure that you send your item with a delivery service that ensures the value of the goods.

HOW IS MY RETURN PROCESSED?

All returns are reviewed by our returns department as soon as they are received.

Returns are generally processed within 7 business days of receipt and, at the latest, within 30 days.

REFUND OF SHIPPING COSTS

We will be happy to refund shipping costs if the return has been requested due to an error on our part. For example;

If we send you an incorrect item

If the item is damaged or defective

If, after returning an item, you receive a replacement that is not the correct one.

We will not refund shipping costs for unwanted or unneeded items. You will have to bear these costs and, once again, we recommend using a delivery service that insures the value of the items.

We will not refund shipping costs for any item returned due to reported damage or failure where no such error is found when testing the product. The cost of sending the item back to you will depend on the item and will be communicated to you once the testing process is completed.

COMPLAINTS AND CLAIMS

If you are not satisfied with the way a product return or exchange has been handled, we will try to resolve the issue. Please contact our Customer Service by calling +952606533, or by writing to us at the email address info@arlesbiocosmetics.co