Refund policy

RETURNS AND CANCELLATION POLICY

1 Types of return and cancellation.

The provider distinguishes three different cases for returns and cancellations:

  1. Return due to incomplete or incorrect data. In the event that an order cannot be delivered owing to missing and/or incorrect information in the delivery address, the costs arising from such return may be deducted from the amount to be refunded for the returned order.
  2. Cancellation. Once the order has been confirmed, it will generally no longer be possible to amend or cancel it. In some cases, through our customer service department, and provided that the product has not yet left our logistics facilities for its destination, amendments or cancellations may be made, but we cannot guarantee this. Should the user wish to cancel an order that has already been processed, the customer shall bear the payment of the shipping costs incurred as a result of the cancellation.
  3. Returns due to withdrawal from purchase. All of our products may be returned and refunded, provided that you notify us of your intention to return the product(s) within a period of 14 calendar days following their receipt and that they comply with the remaining conditions set out in the section "Requirements for returns due to withdrawal from purchase".
  4. Returns due to defective products. In cases where you consider that, at the time of delivery, the product does not conform to what is stipulated in the contract, or that it is defective or has suffered damage during shipping, you may make a claim within a period of 48 hours following its receipt, following the steps we set out below:
    1. Photograph the product so that we can see the damage caused by transport and/or the damage the product has suffered.
    2. Photographs of the packaging, both the exterior and interior, and of the shipping label. As well as the general condition in which the order was received. (Information required in order to be able to make a claim to the carrier)
    3. Contact us to provide all the product details, through the returns form
    4. When we receive the notification, we will get in touch to indicate the procedure to be followed in each case.

 

 

2. Requirements for returns due to withdrawal from purchase.

To return the product, use the same box and protection with which you received the product. In the event that you do not have that box, you must return the product to us in a similar, duly protected box so that the product arrives at our warehouses in good condition.

The products to be returned must be unused and unopened and in the condition in which they were delivered, that is, with all their elements and accessories.

The amounts paid for the item(s) will be refunded. Under no circumstances will we accept returns sent carriage forward.

Under no circumstances will we accept the return of products that have been used or unsealed after delivery.

We cannot accept returns unless you notify us within a maximum period of 14 calendar days from the moment of receipt. The refund will always be made through the same payment method used by the customer or, failing that, by bank transfer. The return costs shall be borne by the consumer and/or user, even in the event that the product was purchased with a free shipping promotion.

Partial returns and/or cancellations will give rise to partial refunds of the amount paid for the order, but the shipping costs cannot be refunded in the case of partial returns.

 

3. Procedure to follow to make returns due to withdrawal from purchase.

  • Contact us at info@pleniage.com to provide all the product details, through the returns form.
  • Prepare the package for return as indicated in the requirements section.
  • Upon receiving the products, we will proceed to examine them and will inform you whether or not you are entitled to a refund of the amounts paid for the products purchased, in which case we will proceed to refund you the amount of the returned product(s).
  • The return process will be carried out as soon as possible and, in any event, within a period of 14 days from the date on which we were notified of the intention to withdraw.
  • The refund will be carried out using the same payment method with which the purchase was made, that is, if the purchase was made by card, the amount to be refunded will be credited to the same card;
  • The data required for the return must be sent by the customer using the returns form.
  • The customer shall bear the cost and risk of returning the products, as indicated above.
  • All the products we display on our website are subject to slight variation due to changes in presentation or minor adjustments to the formulation. A short period of time may elapse between our receiving new batches of product and the information being updated on the website. In these cases, where the product has only changed in its external presentation or with minimal changes to its formulation, we cannot accept returns made after the withdrawal period for that reason.