Refund policy
ALMAËL – Return and Refund Policy
At ALMAËL, customer satisfaction is our priority. This policy has been established in accordance with the consumer rights applicable in Switzerland and the European Union.
Return Period and Conditions
You have 14 days from the date on which you receive your order to inform us that you wish to return a product. Your request may be made through a clear statement sent by email to contact@almaelbotanica.com, specifying your order number and the reason for your request.
To be eligible for return, the product must be:
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intact, unused and unopened;
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with any seal intact and in its original packaging.
For hygiene and health protection reasons, cosmetic products that have been opened or unsealed cannot be returned or refunded.
Return Procedure
Before sending anything back, you must contact ALMAËL at contact@almaelbotanica.com. No return will be accepted without prior approval. After receiving and reviewing your request, we will provide the necessary instructions, including the return address. Do not return your order to any address before receiving our instructions.
Return Costs and Initial Delivery Costs
European Union consumers exercising their statutory right of withdrawal:
The initial standard delivery costs will be refunded. However, any additional amount paid for express delivery or a premium delivery option will not be refunded. Return shipping costs remain your responsibility, unless the product is defective or damaged, or an error is attributable to ALMAËL.
Swiss customers using the voluntary right of return offered by ALMAËL:
The initial delivery costs will not be refunded unless the product is defective, was damaged during delivery, or an order error is attributable to ALMAËL. Return shipping costs remain the customer’s responsibility.
Damaged, Defective or Incorrect Products and Lost Parcels
If you receive a product that is damaged, defective or does not correspond to your order, or if your parcel is lost, please contact us within 30 days of receipt—or within 30 days of the expected delivery date in the case of a lost parcel—at contact@almaelbotanica.com.
Please include your order number and, where applicable, clear photographs of the product and its packaging. We will process your request as quickly as possible.
Refunds
Once the return has been approved, the refund will be issued to the payment method used for the original order, no later than 14 days following approval.
ALMAËL reserves the right to withhold the refund until the returned product has been received or until proof that the product has been sent back has been provided.
European Union Consumer Rights
Nothing in this policy is intended to deprive consumers residing in the European Union of any mandatory rights granted to them under the laws applicable in their country of residence, particularly those relating to the right of withdrawal and statutory conformity guarantees.
Contact
ALMAËL
Chemin de la Crête 23
1950 Sion
Switzerland
Appendix – Model Withdrawal Form (Optional)
Only complete and return this form if you wish to exercise your right of withdrawal. You may also send us a clear statement by email.
To: ALMAËL – contact@almaelbotanica.com
I/We () hereby give notice that I/we () withdraw from my/our (*) contract for the sale of the following product(s):
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Name: ___________________________
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Address: ___________________________
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Order number: ___________________________
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Product(s) concerned: ___________________________
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Date received: ___________________________
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Date of request: ___________________________
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Signature (only if this form is submitted on paper): ___________________________
(*) Delete as appropriate.