Refund policy
1. Your right of withdrawal
You have 14 calendar days from the day you receive your order to return it without giving any reason, under Articles 102 et seq. of Spanish Royal Legislative Decree 1/2007 (TRLGDCU), which implements Directive 2011/83/EU on consumer rights.
If your order arrives in several deliveries, the period starts when you receive the last product.
2. Products that cannot be returned
For reasons of hygiene and health protection, cosmetics that have been opened, used or unsealed after delivery cannot be returned (Art. 103(e) TRLGDCU). This includes opened patch sachets and containers with a broken seal.
This exception does not apply to faulty products or products that do not match your order (section 6).
3. How to return an order
Tell us your decision within the 14-day period in any of these ways:
- Clicking “Withdraw from contract” in the footer of our website and completing the form.
- Writing to partners@obseroeu.com with your order number.
- Sending us the completed withdrawal form below.
You will receive a confirmation email with the date and time of your request and the return instructions.
Then send the products back within a maximum of 14 calendar days to: Obsero Cosmetics Europe S.L., Calle Huerto Real 3, 03400 Villena (Alicante), Spain.
4. Return costs
You pay the cost of returning the products. We recommend using a tracked shipping service.
If the product is faulty or is not what you ordered, the return is free of charge (section 6).
5. Refund
We will refund the amount you paid, including the standard shipping cost of your order, within a maximum of 14 calendar days from the day you tell us about your withdrawal. We will use the same payment method you used, at no cost to you.
We may withhold the refund until we have received the products or until you have supplied proof of having sent them back, whichever is earlier.
6. Faulty or incorrect products (legal guarantee)
If a product arrives damaged, in poor condition or is not what you ordered, write to us at partners@obseroeu.com with a photo. We will replace it or refund your money, at no cost to you.
All products have a 3-year legal guarantee of conformity from delivery (Art. 120 TRLGDCU). For cosmetics, conformity is assessed within their expiry date or period after opening.
7. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Obsero Cosmetics Europe S.L., Calle Huerto Real 3, 03400 Villena (Alicante), Spain · partners@obseroeu.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: …
Ordered on (*) / received on (*): … · Order number: …
Name of consumer(s): … · Address of consumer(s): …
Signature of consumer(s) (only if this form is notified on paper): … · Date: …
(*) Delete as appropriate.
Last updated: 25 October 2026