Refund policy

1. Your right of withdrawal

1.1 What it is. As a consumer you have the right to withdraw from the contract within 14 calendar days without giving any reason and without incurring any penalty, in accordance with Articles 9 to 16 of Directive 2011/83/EU on consumer rights, as transposed into the law of each Member State.

1.2 When the period starts. The withdrawal period expires 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods.

  • If your order covers several goods delivered separately, the period runs from physical possession of the last of them.
  • If a product is delivered in several lots or pieces, the period runs from physical possession of the last lot or piece.

1.3 How to exercise it. To exercise the right of withdrawal you must inform us of your decision by an unequivocal statement:

  • by email to hola@somosfeten.com; or
  • by post to Somos Fetén, S.L., Ronda de San Antonio, 30, 19210 Yunquera de Henares (Guadalajara), Spain.

You may use the model withdrawal form set out in clause 6 of this Policy, but you are not obliged to: any unequivocal statement is valid.

You do not have to tell us why you are withdrawing. If you want to tell us the reason it helps us improve, but it is entirely voluntary and does not affect your right in any way.

1.4 How the deadline is met. To meet the deadline it is enough that you send your communication before the period expires. The goods do not need to have reached us by then.

1.5 Acknowledgement of receipt. We will send you without undue delay an acknowledgement of receipt of your withdrawal on a durable medium, recording the content of your statement and the date and time we received it.

1.6 If we failed to inform you. If we had not informed you of your right of withdrawal as the law requires, the withdrawal period would be extended by 12 months from the end of the initial 14-day period, in accordance with Article 10 of Directive 2011/83/EU.

2. Effects of your withdrawal

2.1 We refund everything you paid. We will reimburse all payments received from you, including the standard delivery charges, without undue delay and in any event within 14 calendar days of the day on which you inform us of your decision to withdraw (Article 13(1) of Directive 2011/83/EU).

2.2 How we refund you. We will make the reimbursement using the same means of payment you used for the purchase — card, Shop Pay, Apple Pay, Google Pay or PayPal — unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

2.3 Delivery methods other than the standard one. If you expressly chose a type of delivery other than the least expensive standard delivery we offer, we are not obliged to reimburse the supplementary costs of that choice (Article 13(2) of Directive 2011/83/EU).

2.4 We may withhold the refund until we receive the goods. In accordance with Article 13(3) of Directive 2011/83/EU, we may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is the earliest.

2.5 You have 14 days to send the goods back. You must send the goods back without undue delay and in any event no later than 14 calendar days from the day you inform us of your withdrawal (Article 14(1) of Directive 2011/83/EU). The deadline is met if you send the goods back before that period has expired.

Return address: Somos Fetén, S.L., C/ Fray Gabriel San Antonio, 30, 19180 Marchamalo (Guadalajara), Spain.

3. Cost of returning the goods

3.1 General rule: you bear the direct cost of the return.

You arrange and pay for the return yourself. You send the product back with the carrier you prefer and at the rate you obtain, paying the carrier directly. FETĒN does not offer a prepaid return label and does not deduct any amount from your refund on that account. We recommend using a tracked service and keeping proof of postage.

3.2 Exception: when the return costs you nothing.

You pay nothing for the return in the following cases:

  • the product is defective or not in conformity with the contract;
  • we sent you a different product from the one you ordered, or a different quantity or format;
  • the product arrived damaged;
  • the return is due to any other mistake attributable to FETĒN.

In those cases we bear the full cost of the return: we reimburse the carriage cost you incurred on presentation of a receipt.

4. Your liability for any diminished value of the goods

4.1 You may examine the product. You have the right to establish the nature, characteristics and functioning of the goods you have bought, just as you would in a shop: you can open the outer box, take the product out, look at it, check its format and texture, and confirm that it is what you expected. Doing so does not cause you to lose or reduce your right of withdrawal or your refund.

4.2 But you are liable for anything beyond that. In accordance with Article 14(2) of Directive 2011/83/EU, you are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

For cosmetic products, and by way of guidance only, the following go beyond that check and may cause a diminished value:

  • using the product on a continuing basis or consuming an appreciable part of its contents;
  • damaging, breaking or discarding the primary packaging (the container holding the cosmetic) or the dispenser;
  • removing, crossing out or making illegible the label, the batch number, the list of ingredients or the date of minimum durability, which are mandatory particulars under Regulation (EC) No 1223/2009 without which the product cannot be placed on the market again;
  • contaminating the product by introducing foreign objects or substances;
  • returning it without the case or gift box where these form part of the product sold and their absence prevents it from being sold again.

4.3 How we apply this. If we find that the value has diminished, we will tell you before making the refund, explaining what it consists of and how we calculated the amount, and we will deduct that amount from the refund. The amount deducted will be proportionate to the actual loss of value and will never exceed the price you paid for the product.

If you disagree with our assessment, tell us: we will review it, and if we cannot reach agreement you keep all the means of redress described in clause 16 of the General Terms and Conditions of Sale.

4.4 When you are not liable at all. You are not liable for any diminished value if we did not inform you of your right of withdrawal in the way the law requires (Article 14(2), final sentence, of Directive 2011/83/EU). This Policy, together with the pre-contractual information in the General Terms and Conditions of Sale, discharges that duty.

5. Exceptions to the right of withdrawal

Article 16 of Directive 2011/83/EU excludes the right of withdrawal for certain contracts. Of that list, only two situations can arise in our catalogue:

  • Goods made to your specifications or clearly personalised. For example, an engraved product or one formulated to order at your request. Where a product falls into this category, we will say so clearly on its product page, before you buy it.
  • Goods which, after delivery and according to their nature, are inseparably mixed with other items.

In every other case you have the right of withdrawal. In particular:

Our products are not supplied with a seal for health protection or hygiene reasons, so we do not rely on the exception provided for sealed goods. The fact that you have opened a product does not cause you to lose your right of withdrawal, without prejudice to your liability for diminished value described in clause 4.

6. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: Somos Fetén, S.L. Ronda de San Antonio, 30 — 19210 Yunquera de Henares (Guadalajara), Spain Email: hola@somosfeten.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)

______________________________________________

Ordered on (*)/received on (*): ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

(*) Delete as appropriate.

7. Returns because a product is defective or not in conformity

If the product you received is defective, damaged or not what you ordered, you do not need to withdraw: the legal guarantee of conformity described in clause 11 of the General Terms and Conditions of Sale applies.

That guarantee lasts at least two years from delivery, and any lack of conformity appearing within at least the first year is presumed to have existed at delivery. If the law of your country of habitual residence grants a longer liability period, a longer limitation period or a longer presumption, that longer period applies to you. We will always apply whichever regime is more favourable to you.

Write to hola@somosfeten.com with your order number and a description of the problem. In these cases the return costs are entirely ours.