Refund policy

Tenemos una política de devolución de 30 días, es decir, dispones de 30 días después de recibir el artículo para solicitar una devolución.

El artículo debe estar en el mismo estado en que lo recibiste, sin usar, con las etiquetas y en su embalaje original, para que se admita su devolución. También necesitarás el recibo o comprobante de compra.

Para iniciar una devolución, puedes ponerte en contacto con nosotros a la dirección zenlory@startmail.com. Ten en cuenta que las devoluciones deberán enviarse a la siguiente dirección: [INSERTAR DIRECCIÓN DE DEVOLUCIÓN]

Si se acepta la devolución, te enviaremos una etiqueta de envío para la devolución junto con las instrucciones sobre cómo y dónde enviar el paquete. No se aceptarán artículos devueltos sin haber solicitado previamente la devolución.

Para cualquier consulta sobre devoluciones, puedes ponerte en contacto con nosotros a la dirección zenlory@startmail.com.

Daños y problemas
Por favor, revisa tu pedido en cuanto lo recibas y ponte en contacto con nosotros de inmediato si el artículo está defectuoso, dañado o si recibes un artículo equivocado, para que podamos evaluar el problema y solucionarlo.

Excepciones / artículos sin devolución
Ciertos tipos de artículos no pueden devolverse, como los productos perecederos (como alimentos, flores o plantas), los productos a medida (como pedidos especiales o artículos personalizados) y los artículos de cuidado personal (como productos de belleza). Tampoco aceptamos devoluciones de materiales peligrosos, líquidos inflamables o gases. Si tienes alguna pregunta o duda sobre un artículo concreto, ponte en contacto con nosotros.

Desafortunadamente, no podemos aceptar devoluciones de artículos en oferta o tarjetas de regalo.

At Polvaro, we want you to feel confident with your purchase. That is why we offer a 90-Day Money-Back Guarantee on eligible orders worldwide.

Our policy lasts 90 days from the date your order is delivered. If more than 90 days have passed since delivery, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unused or only minimally used, and preferably in its original packaging. Proof of purchase or order confirmation is also required.

To request a return, please contact us at:

zenlory@startmail.com

Return address:

Avenida Nazaret 3,
Jerez de la Frontera, Cádiz 11406,
Spain

Please do not send your purchase back without contacting us first. Returns sent without prior authorization may not be accepted.

Certain types of items cannot be returned, including perishable goods, personalized or custom-made products, opened hygiene or personal care items, hazardous materials, flammable liquids, gases, gift cards, downloadable software products, and final sale items.

Additional non-returnable items may include certain health and personal care products where permitted by applicable law.

To complete your return, we may require a receipt, proof of purchase, or additional order information.

Partial refunds may be granted in certain situations, including:

Any item not in its original condition, damaged, or missing parts for reasons not due to our error

Any item returned more than 90 days after delivery

Items showing excessive use beyond reasonable inspection

Refunds (if applicable)

Once your return is received and inspected, we will send you an email notification confirming receipt of the returned item. We will also notify you whether your refund has been approved or rejected.

If approved, your refund will be processed and automatically applied to your original payment method within a reasonable number of business days.

Late or missing refunds (if applicable)

If you have not yet received your refund, first check your bank account again.

Then contact your credit card provider, as it may take some time before your refund is officially posted.

Next, contact your bank. Processing times can vary depending on your financial institution.

If you have completed all of these steps and still have not received your refund, please contact us at:

zenlory@startmail.com

Sale items (if applicable)

Only regular priced items may be refunded. Sale, clearance, or promotional items may not be eligible for refunds unless required by applicable consumer protection laws.

Exchanges (if applicable)

We only replace items if they are defective, damaged, or incorrect. If you need to exchange an item, contact us at:

zenlory@startmail.com

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you may receive store credit or a gift certificate for the value of your return once the returned item is received and approved.

If the item was not marked as a gift at the time of purchase, any refund will be issued to the original purchaser.

Shipping

To return your product, you should mail it to:

Avenida Nazaret 3,
Jerez de la Frontera, Cádiz 11406,
Spain

Customers are responsible for paying return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping costs are non-refundable.

Depending on your location, the time it may take for exchanged products to reach you may vary.

For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee responsibility for returns lost during transit without valid tracking confirmation.

International Orders

For international orders, customers are responsible for any customs duties, import taxes, or local fees required by their country.

Consumer Rights

Nothing in this policy limits or excludes any mandatory consumer rights that may apply under the laws of your country or region.