Returns Policy

1. Right of withdrawal

In accordance with Royal Legislative Decree 1/2007 and EU Directive 2011/83/EU, you have 14 calendar days from receipt of your order to exercise your right of withdrawal without giving any reason.

2. Exceptions to the right of withdrawal

In accordance with article 103 of the TRLGDCU, the right of withdrawal does not apply to:

• Sealed cosmetic products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed, opened or used after delivery.
• Goods made to the consumer's specifications or clearly personalised.

Important: this exclusion is limited to the right of withdrawal for the sealed cosmetic products described above. It does not affect the customer's rights when a product is defective, arrives damaged or does not match the order.

3. Defective or incorrect products

If you have received a defective, damaged or incorrect product, you may request a return or replacement at no cost. In this case, Y5 Perfect Skin will cover the collection and redelivery costs. Defects must be reported within 3 years of delivery, in accordance with the applicable legal guarantee.

4. Return procedure

To initiate a return, follow these steps:

1. 1Log in to your Y5 Perfect Skin account and find the relevant order under 'My orders'.
2. 2Click 'Request a return' and state the reason.
3. 3You will receive an email with instructions and a shipping label (where applicable).
4. 4Pack the product securely in its original packaging wherever possible.
5. 5Drop the parcel at the indicated office or collection point.

You can also contact us directly at devoluciones@y5perfectskin.com quoting your order number.

5. Return costs

For withdrawal returns, the return shipping cost will be deducted from the refund amount if the customer uses the prepaid label provided by Y5 Perfect Skin. The customer may use their own carrier at their own expense.

6. Refunds

Once the return is received and verified, we will process the refund within a maximum of 14 calendar days. The refund will be made using the same payment method used for the original purchase.

• The refund may take a few additional business days to appear, depending on the payment provider or issuing bank.
• For withdrawal returns, the product price and, where the whole order is returned, the cost of the standard delivery option will be refunded. Additional costs resulting from choosing a delivery option more expensive than standard delivery will not be refunded.

7. Condition of returned products

The product must be returned with all its components, accessories and original documentation. For the sealed cosmetic products described in section 2, unsealing, opening or using them prevents their return under the right of withdrawal when, for health protection or hygiene reasons, they are not suitable for return. This limitation does not apply to defective, damaged or incorrect products.

8. Product exchanges

We do not currently offer direct product exchanges. To obtain a different item, you will need to return the product and place a new order.

9. International returns

For orders shipped outside mainland Spain, the procedures and timelines are the same. However, return shipping costs for withdrawal may be higher. We will inform you of the exact cost before processing the return.

10. Contact

For any returns-related enquiries, you can contact us via:

11. Model withdrawal form

You may use this model if you wish to withdraw from the contract. Its use is not mandatory: you may also communicate your decision through an unequivocal statement.