RETURN POLICY

Summary of conditions and return & exchange process

There is no time limit to exchange or return the item. Only items in perfect condition that have not been used, with no skin marks or odors, will be accepted. All items can be returned. The item must strictly be sent back with the organic cotton bag or tissue paper, depending on how the order was originally received.

The return cost or 1 size exchange is FREE. On the second exchange, shipping costs will be borne by the customer and will be €7. If an exchange has already been made, the return cost will be €3.60. Even so, UDHARA BRAND SL is covering part of this cost.

To request a return, you must request it through any of our contact channels: website chat, email via atencion@udhara.es, or Instagram: @udhara.lencerianatural at the bottom of our website. You will see it very easily.

In case of a return: we will send you a label that you must print and take to the post office to send.

In case of an exchange: we will send you a label that you must print and take to the post office to send; once we receive it, we will send the new size back to you.

Important! From the moment the label is sent, the customer has 14 calendar days to ship the item; otherwise, shipping costs will be at their expense. If you cannot send it within those days, you can write to us and we will modify the date, as the transport company assigns an expiration date upon label issuance.

Legal right to withdraw from the purchase Right of withdrawal

If you are contracting as a consumer and user, you have the right to withdraw from this Contract within a period of 14 calendar days without giving any reason.

The withdrawal period will expire 14 calendar days from the day that you or a third party indicated by you, other than the carrier, acquired physical possession of the goods, or in the case of multiple goods in one order delivered separately, 14 calendar days from the day that you or a third party indicated by you, other than the carrier, acquired physical possession of the last good.

To exercise the right of withdrawal, you must notify UDHARA BRAND SL, at Calle Hernani, 68, 1A, 28020, Madrid, by writing to us at the email address atencion@udhara.es, through our contact form in the RETURNS process, or via Instagram, of your decision to withdraw from the Contract through an unequivocal statement (for example, a letter sent by post or email). You may use the model withdrawal form attached as an Annex to these Terms, although its use is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

In the event of withdrawal on your part, we will reimburse all payments received from you, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive ordinary delivery method offered by us) without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this Contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise, detailing the means of payment through which you wish us to make the refund. You will not incur any fees as a result of such reimbursement. Notwithstanding the foregoing, we may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is earliest.

You must request the return on our website, from the request return section, and send the products back to UDHARA BRAND SL, Calle Hernani, 68, 1A, 28020, Madrid, without undue delay and, in any case, no later than within 14 calendar days from the date on which you communicate your decision to withdraw from the Contract to us. The deadline is met if you send back the goods before the 14-day period has expired.

You will have to bear the direct cost of returning the goods. In the latter case, remember that you must deliver, along with the products, a printed copy of the electronic receipt attached to the Shipping Confirmation.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Contractual right of withdrawal

In addition to the legally recognized right of withdrawal for consumers and users mentioned in clause 16.1 above, we grant you a period of 1 month from the date of the Shipping Confirmation of the products to return the products (except for those mentioned in clause 16.3 below, for which the right of withdrawal is excluded). The return of the gift card is governed by the Gift Card Terms of Use.

Please note that the 1-month period will be calculated from date to date and therefore non-working days will not be excluded. When there is no equivalent day in the month of expiration to the starting date of the calculation, the period will expire on the last day of the month. If you return the products within the contractual withdrawal period but after the legal period has expired, you will only be reimbursed for the price paid for such products. You will bear the direct costs of returning the product. In the latter case, remember that you must deliver, along with the products, a copy of the electronic receipt attached to the Shipping Confirmation.

You may exercise your right of withdrawal in accordance with clause 16.1 above, although if you notify us of your intention to withdraw from the Contract after the legal withdrawal period has expired, you must in any case deliver the goods to us within 1 month from the Shipping Confirmation date.

Returns in the Canary Islands, Ceuta, and Melilla

We do not sell in these locations, so it does not apply.

Returns of defective products

In cases where you consider that at the time of delivery the product does not conform to the terms of the Contract, you should contact us immediately through our contact form providing the details of the product as well as the damage sustained, or through any of the channels specified on the website.

You can return the product using a label that we will send you (See return procedure), and it will not incur any cost to you.

We will not accept returns of used and mistreated orders.

Amounts paid for products returned due to a defect or flaw, where one actually exists, will be refunded in full, including the delivery charges incurred to send the item to you. The refund will take place via the same payment method used to pay for the purchase, except when a gift receipt is presented for the return. In the latter case, the refund will be made through a card or store credit voucher from UDHARA. Rights recognized by current legislation remain safeguarded in any case.

Right of withdrawal and returns for international orders

The same procedure applies as for mainland Spain.

Specific conditions for Switzerland:

For orders placed from Switzerland, exchanges incur a cost of €40 per leg. It should be noted that Udhara is covering a significant portion of this shipping cost to facilitate the process for the customer.