Refund policy
Returns and refunds policy
At Soraya By Clinic we work to offer the highest-quality products and a safe, transparent shopping experience in line with current regulations in Spain and the European Union. Below we set out our returns and refunds policy.
⸻
🕒 Right of withdrawal
In accordance with current legislation, customers have 14 calendar days from receipt of the order to exercise their right of withdrawal, without having to give a reason, provided the conditions below are met.
To request a return, customers must first contact our customer service team through the official channels provided by Soraya By Clinic.
⸻
❌ Exceptions to the right of withdrawal
For reasons of hygiene, safety and health protection, we do not accept returns of:
• Products that have been opened, used, handled or partially consumed.
• Products whose security seal has been removed or altered.
• Food supplements, cosmetics, personal care or intimate-use products that have been opened, even if they have not been used.
These exceptions apply in accordance with Article 103 of Royal Legislative Decree 1/2007, which regulates consumer and user protection in Spain.
⸻
📦 Conditions for accepting a return
For a return to be accepted, the product must:
• Be unused, unopened and in perfect condition.
• Keep its original packaging, intact seals and all its components.
• Show no damage, signs of use, handling, deterioration or alteration.
If the product does not meet these conditions, the return will be rejected and the product will be sent back to the customer with no refund.
⸻
🚚 Return procedure
1. The customer must request the return by contacting our customer service team within the legal period of 14 calendar days from receipt of the order.
2. Once the request has been reviewed and approved, the customer will be given shipping or collection instructions.
3. The product must be properly packed to avoid damage in transit.
4. Once the product has been received and checked at our facilities, we will process the refund or exchange, where applicable.
⸻
💰 Refunds (payment method)
• All refunds are made exclusively by bank transfer.
• Once the return is approved, the customer must provide a valid, complete bank account number (IBAN) so the refund can be made.
• The customer is responsible for providing their bank details correctly. Soraya By Clinic is not responsible for delays caused by errors, omissions or incorrect details provided by the customer.
• The refund will be made within a maximum of 14 calendar days from receipt of the returned product or from when the customer provides proof of having shipped it.
• Shipping costs are non-refundable, except where the return is the result of an error attributable to Soraya By Clinic or a defective product.
⸻
🔄 Defective products or shipping errors
If the product received:
• Has manufacturing defects,
• Has been damaged in transit, or
• Does not match the order placed,
Soraya By Clinic will cover all related costs and offer the customer a replacement or the corresponding refund, which will also be made by bank transfer.
⸻
⚠️ Important recommendation
For safety and hygiene reasons, we recommend checking your order when you receive it.
If you wish to request an exchange or return, do not open or use the product, as opening, using or handling it will automatically void the possibility of a return.
⸻
📩 Customer service
For any questions, return requests or further information about our returns and refunds policy, you can contact our customer service team through our official channels.
