Refund policy
The PROVIDER establishes, without prejudice to the provisions regarding the right of withdrawal, a return policy applicable during the thirty (30) days following receipt of the shipment, only in the following cases:
A) Returns of Products Due to Shipping Error
If you have received a product different from the one purchased due to an error by the PROVIDER, we will send you the correct one as soon as possible.
If the error is not attributable to us, the return will not be accepted, and the USER will be responsible for correctly completing their personal and delivery details.
B) Returns of Defective or Damaged Products
If the item is damaged or defective, the customer must contact the PROVIDER as soon as possible at info@soniafolache.com.
Returns will not be accepted—without prejudice to the right of withdrawal—for items on sale or items purchased using a gift card.
If the item is damaged, the USER may choose between termination of the contract—which implies returning the item and receiving a full refund of the amount paid—or replacement with another product of the same quality and characteristics.
If the product is replaced, it will be done as soon as possible and, in any case, within 30 calendar days from the date the USER reports the issue.
Likewise, the PROVIDER cannot be held responsible for defects or deterioration caused by external events, force majeure, or accidental situations.
Regardless of the reason for the return, prior authorisation is required. To obtain such authorisation, the following conditions must be met:
• Products must be returned within 14 calendar days from the date the order was received.
• Products must be returned in the same condition as received, with all tags and original packaging, and accompanied by the receipt or proof of purchase.
• Items must be sent via courier in secure packaging; the guarantees under the right of withdrawal do not apply here.
• Returns must be sent to the following address:
Paseo de la Castellana 124, Madrid 28046, Spain.
Once the product has been received and provided that the conditions established in this section are met, the PROVIDER will process the refund within a maximum of ten (10) business days using the same payment method used for the purchase.
Unless the return is due to a shipping error attributable to the PROVIDER, only the price of the product will be refunded. Shipping costs will not be reimbursed and must be covered by the USER.
For items purchased on sale or at a discounted price, the refunded amount will correspond to the price paid at the time of purchase, not the price at the time of return.
If ten business days have passed without receiving your refund, please contact us at info@soniafolache.com.
EXCHANGE POLICY
The PROVIDER also offers an exchange policy to its users, under the same conditions as returns.
RIGHT OF WITHDRAWAL
Without prejudice to the return policy described above, users residing in the European Union may exercise their right of withdrawal within 14 calendar days.
During this period, the user may cancel or return the order without any additional cost other than the shipping cost of returning the product to the PROVIDER.
The PROVIDER will refund the amount paid by the user—excluding any delivery costs paid during the purchase, if applicable—without undue delay, although the refund may be withheld until the returned items have been received.
You may exercise your right of withdrawal for any reason by emailing info@soniafolache.com, clearly indicating your intention to exercise this right and specifying the product(s) affected.
The user must return the product within 14 calendar days from the date the withdrawal was communicated.
The item must be returned in perfect condition and with its original packaging. Items returned incomplete will not be accepted.
The PROVIDER will not be responsible for any damage or loss occurring during the return shipment.
Returns must be sent to:
Paseo de la Castellana 124, Madrid.
Please note that the right of withdrawal is not absolute. The exceptions set out in Article 103 of Royal Legislative Decree 1/2007, of 16 November, apply. These include:
• Services fully performed or already in execution with the consumer’s prior consent.
• Goods or services whose price depends on financial market fluctuations beyond the provider’s control.
• Personalised goods.
• Goods that can deteriorate or expire quickly.
• Sealed goods that have been unsealed after delivery.
• Goods that, by nature, become inseparably mixed with others.
• Alcoholic beverages with a price agreed at the time of purchase and not deliverable within 30 days, whose real value depends on market fluctuations.
• Urgent repair or maintenance services requested by the consumer, except for additional goods or services not specifically requested.
• Newspapers, periodicals or magazines (except subscription contracts).
• Contracts concluded by public auction.
• Accommodation (not intended as housing), goods transport, vehicle rental, catering, or leisure services with specific execution dates or periods.
• Digital content not supplied on a physical medium when its execution has begun with the consumer’s express consent.
If any of the items offered fall under any of these exceptions, the user is hereby informed that the general right of withdrawal will not apply.
LIMITATION OF LIABILITY
The provider does not guarantee uninterrupted or error-free availability of the service and website.
The website may experience occasional downtime or temporary maintenance closures, during which the purchase service will also be unavailable.
The provider also reserves the right to cease operations at any time, deactivate the website, and discontinue offering products.
APPLICABLE GUARANTEES
According to Royal Legislative Decree 1/2007, of 16 November, the products and services offered on this website do not carry after-sales guarantees, as they are not products containing digital content.
APPLICABLE LAW AND JURISDICTION
These conditions shall be governed and interpreted in accordance with Spanish law where not expressly stated otherwise.
The provider and the user agree to submit any dispute arising from the products or services subject to these Conditions to the Courts and Tribunals of the user's place of residence.
If the user resides outside Spain, both parties expressly waive any other jurisdiction and submit to the Courts and Tribunals of Madrid, Spain.
Users in the European Union may also access the EU Online Dispute Resolution platform via:
https://ec.europa.eu/consumers/odr/main/?event=main.home.selfTest