Exchange and return

HOW CAN I RETURN MY ORDER?

If an order arrives in poor condition, tampered with or damaged , the customer has the possibility of returning it. To do this, all you have to do is notify us and we will proceed to replace the item or items as soon as possible, always depending on the availability of the item in our warehouse.

We accept returns of products within the first 15 days from the date of receipt (as long as the conditions regulated by Law 47/2002 on trade regulations are met). After checking the status of the product, the amount will be refunded according to the same payment method used by the customer or another will be sent depending on the availability of the same in our warehouse.

If you want to make a return, you only have to complete the return form .

1. Guarantee of durable products All the products offered through the website are completely original, unless otherwise indicated in their description. According to what is established in article 123 of RDL 1/2007, the guarantee period for a non-perishable product is two years from the delivery of said product, and it is necessary to communicate it by completing the return form  within two months of receipt. its detection. The guarantee will be applied taking into account the nature of the goods sold on the website:
   1. Conform to the description made by the seller
   2. Is valid for the use for which it is intended
   3. Present the quality and benefits expected in this type of product.

Thus, sotacandlemarket.com will assume the costs of replacing or repairing the product.

1. Right of withdrawal and returns According to article 102 of RDL 1/2007, the consumer will have the right to withdraw from the contract for a period of 14 calendar days from the date of delivery of the order, taking the delivery date as that provided by the transport company. Not being applicable a penalty for exercising your right of withdrawal or resignation. To make a return it is necessary to contact us through our return form in the event of any incident that may generate a return of one to several products of your order before the withdrawal period expires. The reason for the return must be indicated. So we can tell you the steps to follow to process the return. The product must be returned in the same condition in which it was delivered and must keep, as far as possible, its original packaging. The right of withdrawal will not be applicable to contracts that refer to: The supply of goods that can deteriorate or expire quickly; the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery or show signs of having been used:

3. Return for defective product : A new product will be sent once the defective product is received at our facilities, and you will assume the shipping costs that originate in the return. In case of refund of the amount, the amount paid at the time of purchase will always be refunded, which could differ from the price of the product at the time of the return. In the case of returning the amount, the same payment method used in the purchase by the customer will be used.

4. Return for wrong product : In the event that you received a wrong product in your order, sotacandlemarket.com will resolve the error in the shortest possible time. We will send the correct product immediately so that the courier company can exchange it for the wrong product. To validate any return, it will be necessary to complete the return form . In no case will the refund of the amount be made before receiving and checking the status of the products in our facilities.

5. Return of a product for unjustified reasons : You must contact us within 14 calendar days from the date of delivery of the order and we will indicate the steps to follow to return the product. The return or shipping costs will be paid by the user, unless the return is made due to defects in the product. After receiving and checking the status of the products in our facilities, we will make the payment of the amount corresponding to the price paid for it at the time of purchase (taking into account discounts or coupons used).

Depending on current regulations, returns of food products such as infant milk, baby food, food supplements, etc. are not accepted. since quality and hygiene control is lost.