Refund Policy
Our policy lasts 14 calendar days. If 14 calendar days have passed since the customer received their order, unfortunately, we cannot offer you a refund or exchange.
(According to Art. 44 of Law 7/1996 of January 15 on the regulation of retail trade, amended by Law 47/2002 of December 19)
If you decide to return an order, you will be responsible for the shipping costs.
The order will be fully refunded, EXCEPT shipping and cash on delivery costs, which are NOT refundable.
Mailing address:
Finlandia Street 14, 3.
28880 Meco, Madrid, Spain.
ATTENTION: Due to the Covid-19 pandemic, all used products showing signs of contamination will be discarded.
Please also note that (Store Name) is NOT responsible for any items lost during return shipping. Therefore, we recommend using Correos with certified mail and sending us the tracking number for your package.
It is very IMPORTANT that the return includes the FORM that you can download below, since any return received without a form will NOT be refunded nor will an exchange be made, if applicable.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
Several types of goods are exempt from return. Perishable items such as food, flowers, newspapers, and magazines cannot be returned. We also do not accept items that are personal or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some personal care and health items
Changes (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at: Sustentum@gmail.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had it shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipment
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you're shipping an item over €200, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we'll receive your returned item.
How can I change or cancel an order?
We allow you to modify order details or cancel them within 12 hours of purchase. To do so, please visit our Customer Service Center and create a request by providing the requested information. Select the type of request that best suits your needs so our agents can assist you as quickly as possible.
Please note that after 12 hours, our products have been packaged and are ready for shipping, so we won't be able to change the details of your order.