Refund policy

If you are not satisfied with your purchase and wish to return an item, please contact us through our contact section or via email at info@benaturalhair.com, providing us with your order number and the reason for your return. Please note that you have a period of 14 days from the receipt of your order to make the return; after this time, your product will not be accepted for return. If you decide to return an order, you will be responsible for the shipping costs.

Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be unused, in the same condition as when we sent them, and in their original packaging. Stains, bent cards, broken seals, or broken plastic sheets will not be accepted. If the condition of the product returned to us is not acceptable, we reserve the right not to refund or exchange it. Products that have been personalized cannot be refunded or exchanged.

In some cases, you may be asked to include a video or a photo of the defective product as proof in order to refund or replace the product.

HOW LONG DOES THIS PROCESS TAKE? 

The processing of returns may take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling fees.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days from the receipt of the returned item or the cancellation request. Please contact the card-issuing bank if you have any questions about when the credit will be posted to your account.

If you have not yet received a credit for your return, this is what you should do:

Contact the bank or the credit card company. It may take some time before the refund is credited to your account.

HOW CAN I CHANGE OR CANCEL AN ORDER?

"We allow you to modify the details of an order or cancel it within 12 hours of purchase. To do this, please send an email to our address." info@benaturalhair.com indicating your order number and your purpose, our service will be happy to assist you.

RETURNS

• The maximum period to make a return is 14 business days from the receipt of the package.

• If the reason for the return is unrelated to our company or to any incident in the shipment and is not due to a defective or damaged item, the return shipping costs will be borne by the buyer.

• Only the return of an opened, used, or worn item will be accepted if the reason for the return is due to a defective item.

• The refund will be made using the same payment method by which the purchase was made or a voucher for the same value to be used at www.benatural.com valid from a maximum period of 48 hours from when we receive the returned product.

• In case of a defective product, we will proceed with the repair, replacement, price reduction, or contract resolution, actions that will be free of charge for the consumer and user. The seller is responsible for any lack of conformity that manifests within a period of two years from delivery. The consumer and user must inform the seller of the lack of conformity within two months from the time they became aware of it.

In this regard, the costs for the return and replacement of the products must be borne by the seller, who is legally responsible for any lack of conformity.

It should be noted that these guarantees will apply taking into account the nature of the products sold. Please contact us as soon as possible to process the product exchange from our "contact" section on the main page of our online store, and you will receive the relevant instructions to make the return. We will not handle any returns if you have not previously contacted us through the "contact" section of our website so that we have a record of the defective product, authorize your return, and assign you a return number.

Pack the product in a closed and perfectly conditioned package, so that it does not suffer damage during transport. Do not use adhesive tapes or write directly on the original packaging of the product. It is essential that you include your return number on the outside of the package and attach a copy of the purchase invoice inside.

"We will send the transport agency to pick up the package and, once the product has been inspected and the defect confirmed, a new product will be sent to the customer as soon as possible. Otherwise (i.e., if the product does not show any anomalies), the customer will receive the same product again."

Incorrect product.

If the delivered product does not match what was requested in the order, you must inform us immediately. Contact us via email. info@benaturalhair.com

COMPLAINTS FORM

If you have a complaint about a product purchased at www.benaturalonline.euyou can send a complaint to: Virtual Consumer Office of the Junta de Andalucíahttps://ws231.juntadeandalucia.es/portalconsumo/

If you are a consumer residing in another EU country, you can submit your complaint on the EU Commission's online complaint platform. The platform can be found here:http://ec.europa.eu/consumers/odr/