Refund policy

RETURNS AND REFUNDS POLICY

1. Right of withdrawal (14 days)
You have 14 calendar days from the day you receive your order to return it, without giving any reason. If your order arrives in several packages, this period starts from the day you receive the last one.

2. How to make a return
1) Email us at sheutsoul@sheutsoul.com with your order number and the products you want to return. You can also use the withdrawal form at the end of this page.
2) We will confirm the return and send you the instructions.
3) Send the product within a maximum of 14 days from the day you told us about the return, to this address: Carrer Arnald de Solsona 8, piso 1-2, 25005 Lleida, Spain.

Important: some of our products are shipped from the warehouses of international suppliers, so the sender address shown on the package may not be our returns address. All returns must be sent to the Lleida address above.

3. Condition of the product
You may handle the product as much as needed to check what it is like, just as you would in a physical store. If the product has been used beyond that, or is returned damaged or without its original packaging, we may deduct the corresponding loss in value from the refund.

4. Return costs
- If you return the product because you changed your mind: you pay the cost of sending it to our Lleida address. We will refund the price of the product.
- If the product is defective, arrived damaged or we sent you the wrong item: you do not need to return it or pay anything. Send us photos or a video showing the problem and we will send you a new one or refund you, whichever you prefer. In specific cases we may ask you to send it back, always at our expense.

5. Refund timing and method
We will refund you within a maximum of 14 calendar days from the day you told us about the return. We may wait until we receive the product, or until you send us proof of shipment, before issuing the refund. The refund will be made using the same payment method you used for the purchase.

6. Exceptions
Sealed products that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery, as well as personalised or made-to-measure products, cannot be returned.

7. Legal warranty (3 years)
All our products have a 3-year legal warranty for lack of conformity, meaning manufacturing defects or products that do not match their description. If your product has a defect, email us with photos or a video and we will offer you a replacement or a refund as appropriate, at no cost to you.

8. Sale items
Products on sale have the same return and warranty rights as all other products. Gift cards are non-refundable once used.

WITHDRAWAL FORM
To: sheutsoul (Victor Palos Serralvo), Carrer Arnald de Solsona 8, piso 1-2, 25005 Lleida, Spain. Email: sheutsoul@sheutsoul.com

I hereby give notice that I withdraw from my contract for the purchase of the following product: ____
Order number: ____
Received on: ____
Name: ____
Address: ____
Signature (only if sent on paper): ____
Date: ____