Refund policy

Last updated: May 2026

1. OVERVIEW

We want you to feel confident when shopping with us. If something isn’t right with your order, we’re here to help.

This policy complements our Terms and Conditions and applies in accordance with applicable consumer protection laws, including the Consumer Rights Directive.

2. RIGHT OF WITHDRAWAL

Customers have the right to withdraw from their purchase within 14 calendar days from the date of receipt of the order.

To exercise this right, you must contact us at:
hello@atenskincare.com or on Whatsapp: +34607221173

3. CONDITIONS AND EXCEPTIONS

To be eligible for a return:

  • The product must be unused

  • The product must be unopened and in its original sealed packaging

  • The product must be in the same condition as received

Due to hygiene and health protection concerns, the right of withdrawal does not apply to cosmetic products that have been unsealed or used after delivery. If the product has been opened and used or tested, the return cannot be accepted.

4. RETURN PROCEDURE

To initiate a return:

  1. Contact us at hello@atenskincare.com or on Whatsapp: +34607221173

  2. Provide your order number and, where applicable, photos to confirm eligibility.

  3. Once the return is confirmed, send the product back in its original condition, unused, and with its packaging intact, to the address we will provide you with.

Customers may use the courier of their choice and are responsible for return shipping costs, unless the product is defective, damaged, or incorrect.

It is strongly recommended to use a tracked shipping service, as we cannot be held responsible for items lost during return transit.

Returned products must be sent within 14 days from the date you notify us of your withdrawal.

5. REFUNDS

Once we receive the returned product, we will process your refund.

Refunds will be issued:

  • Using the same payment method used for the original purchase

  • Within 14 days from the date we are informed of your decision to withdraw

The refund will include the cost of the product and the original standard delivery cost (if the latter was paid by the customer). Any additional costs resulting from the choice of a delivery method other than the least expensive standard delivery offered will not be refunded.

6. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

If your order arrives defective, damaged, or incorrect, please contact us within 7 days of delivery and provide:

  • Your order number

  • A description of the issue

  • Clear photos of the product and packaging

In such cases, you are entitled to a replacement or a full refund at no additional cost, in accordance with applicable consumer protection laws, including Directive (EU) 2019/771.

7. LEGAL GUARANTEE

All products are covered by the legal guarantee in accordance with applicable regulations. This guarantees that products must conform to the contract, be as described, and be fit for their intended purpose.

In the event of a lack of conformity, customers may request repair, replacement, or refund as provided by law.

8. NON-RETURNABLE ITEMS

We do not accept returns for:

  • Opened or used products

  • Products not in their original condition

  • Items returned without prior contact

9. CONTACT

For any questions regarding returns or refunds, please contact us at:

Whatsapp: +34 607 221 173

Email: hello@atenskincare.com