Follow the steps below to activate the correct process:
1) I HAVE CHANGED MY MIND AND WANT TO RETURN MY PURCHASE
If you have changed your mind or made a mistake, don't worry and follow these guidelines to return your order.
1.1) WHAT DO I NEED TO DO?
1.2) HOW LONG DO I HAVE TO RETURN SOMETHING I DON'T WANT?
You have the right to return something you don't want within 14 calendar days without the need for justification.
The withdrawal period will expire 14 calendar days from the day you or a third party designated by you, other than the carrier, acquired physical possession of the goods or, in the case that the goods that make up your order are delivered separately, 14 calendar days from the day you or a third party designated by you, other than the carrier, acquired physical possession of the last of those goods.
To comply with the deadline, it is sufficient that the communication be sent before the deadline.
1.3) CONDITIONS FOR RETURNING A PRODUCT I DON'T WANT
You will have to return the products in the same condition in which they were received: unopened, with UMOA's original packaging and box, and with the instructions and other documents that accompany them, if any.
NOTE: If what you want to return is part of a pack or an offer that combines more than one product, we are sorry but it cannot be divided, so you will have to return the entire pack.
Please note that any use of the purchased products beyond mere opening and, provided that they are not sealed products, may result in a decrease in value and, depending on the case, our inability to accept the cancellation of the purchase. Therefore, it is very important that you follow the instructions that we will provide you in the acceptance email of your return so as not to be responsible for any damage resulting from handling other than that necessary to send us the products you want to return.
1.4) PROCESS OF REFUNDING A PRODUCT I DON'T WANT
We will proceed to make the refund using the same means of payment used by you for the initial transaction. However, we would retain the refund until we have received the returned goods and carried out the due quality control.
1.5) STILL HAVE QUESTIONS?
The UMOA team.
2) I HAVE RECEIVED A DEFECTIVE PRODUCT
n cases where you consider that the product we have delivered to you does not conform to the characteristics and qualities indicated on our website, has some type of manufacturing problem, may be in poor condition due to problems arising from transport or a problem related to cosmetovigilance (and therefore used or opened), please contact us immediately by email at firstname.lastname@example.org or through our contact channels providing your order details and indicating any defects that you believe the delivered product has so that we can indicate how to proceed.
In case of non-conformity of the product, you have the right to a price reduction (in cases where applicable) or to terminate the contract, which implies returning the product on your part and the corresponding refund of the amount paid.
We inform you that if the non-conformity is of little importance, termination of the contract will not apply.
In these cases, we will carefully examine the returned product and notify you by email within a reasonable period of time if a refund of the price paid for the non-conforming product is due.
The refund will be made as soon as possible and, in any case, within 14 days following the date of sending of UMOA's email confirming that a refund of the price paid for the non-conforming product is due. The refund of the amount paid will be made through the same means of payment used to pay for your purchase.
As a general rule, you can return defective products free of charge by delivering them to the messenger we will send to your address after requesting withdrawal.
2.1) WHAT DO I NEED TO DO?Please contact us quickly using our contact form, or by sending us an email to email@example.com. Indicate any defects that, in your opinion, the delivered product has so that we can communicate how to proceed. To speed up the process, provide us with your order details and do not hesitate to share photos with us if you think they may help us understand why the product does not meet your expectations.
2.2) HOW LONG DO I HAVE TO RETURN A DEFECTIVE PRODUCT?
You have up to a maximum of 14 calendar days from when you received the product to notify us if it has any type of non-conformity as mentioned above. To comply with this deadline it is sufficient that communication is sent before it expires.
2.3) PROCESS OF REFUNDING A DEFECTIVE PRODUCT
As a general rule, you will have to return the defective product by delivering it to our messenger at your address after requesting collection of the product. We will have previously sent an email from which you requested return shipping label that you will have to print and stick on a container box inside which you have deposited the product that you want to return.
NOTE 1: Please note that we do not make substitutions of products because from a logistic point of view we cannot do so yet. Therefore, if you are still interested in the product you returned, we are sorry but you would have to go through the purchase process again.
NOTE 2: At present, returns will always be free within mainland Spain, while for islands and other European Union countries we will communicate by email in advance the shipping rate to request your agreement to assume this cost. Returns will not be accepted from other countries outside of European Union.
As soon as we receive the returned product, we will examine it and notify you by email if a refund is due.
In case the refund is applicable:
The refund for the item will be processed as soon as possible and, in any case, within 14 days from the date of the email sent by UMOA confirming that the refund for the non-conforming item will be made.
The full amount paid, including the shipping costs incurred to deliver the item to you, will be refunded, and it will be refunded through the same payment method used for the purchase.
In case the refund is not applicable:
If UMOA determines that there is no lack of conformity or that the lack of conformity is considered of little importance, the shipping costs incurred for the product collection will be subsequently charged to you.
In case of refusal of the refund, you can choose to receive the returned product back, assuming the new shipping costs, or accept that the product be sent for recycling of its parts.
2.4) STILL HAVE QUESTIONS?
The UMOA team.