Refund policy

VITATIENDA SERVICE POLICIES

Our Service Policy forms part of and should be read in conjunction with our Terms and Conditions. We reserve the right to change this Service Policy at any time.

► Right of Withdrawal

You have the right to withdraw from the purchase, either in part or in full, of the goods within 14 calendar days without the need for justification, according to D. Decree 206/05. The withdrawal period will expire 14 calendar days after the day on which you or a third party indicated by you, other than the carrier, physically acquired the goods. To exercise the right of withdrawal, you must notify us through the email address reclamos@cocomarch.com of your decision to withdraw from the purchase along with the receipt acknowledgement and specifying the products. To meet the withdrawal deadline, it is sufficient to communicate your intention within a maximum period of 14 calendar days from the receipt of the purchased products.

Communication with you will be confirmed within the next 48 hours through the same communication channel. VitaTienda's claims department will respond by email after reviewing your request and indicating the authorization for the return. The return of the products can be done by any means of your choice within 14 working days from the receipt of the goods.

■ Consequences of Withdrawal:

In case of withdrawal by you, we will refund all payments received from you, including delivery costs (with the exception of the additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery that we offer) 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 the purchase. We will proceed to make such a refund using the same means of payment used by you for the initial transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of the refund.

However, VitaTienda will not accept returns with charges due or cash on delivery under any circumstances. We may withhold the refund until we have received the goods, or until you have provided proof of the return of the goods, whichever condition is met first.

You must return the goods to our warehouse in Spain, without undue delay and, in any case, no later than within 14 calendar days from the date you inform us of your decision to withdraw from the purchase. The deadline will be considered met if you return the goods before the end of that period. You will have to bear the direct cost of returning the goods.

You will only be responsible for the decrease in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

■ Products Excluded from the Right of Withdrawal:

The right of withdrawal shall not apply to contracts that refer to:

• The supply of goods made to the consumer's and user's specifications or clearly personalized.
• The supply of goods which are liable to deteriorate or expire rapidly.
• The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• The supply of sealed audio or video recordings or sealed computer software, which were unsealed by the consumer and user after delivery.
• The supply of digital content not supplied on a tangible medium if the execution has begun with the express prior consent of the consumer and user, and with the acknowledgment that he consequently loses his right of withdrawal.

WARNING: The right of withdrawal can only be exercised if the goods are perfectly intact in all their parts and have not been used. Therefore, returned packages must not have been opened, deprived of their wrapping or parts thereof, nor show signs of handling.

VitaTienda is not responsible for damage to products during the return shipment.

The right of withdrawal and return cannot be applied to liquid supplements, given the possibility that the product may be damaged or altered when not packaged and stored professionally, as is the case in our warehouses.

In the event that VitaTienda receives returned items that are damaged or tampered with, it will not refund the amount paid for the purchase of the products. According to D.L. 185/99, shipping and return costs of the goods to the sender will be borne by the customer.

► Claims Policy

At VitaTienda, we value our customers and strive to provide the best possible service experience. We understand that situations may arise where you need to make a claim. That's why we have established a clear and effective process to assist you.

■ Customer Service Hours for Claims:

Business days: Monday to Friday

Hours: 8:00 am to 5:00 pm (Barcelona time)

Contact: Please send your claims by email to reclamos@cocomarch.com.

■ Claim Process:

Reception of Products in Poor Condition, Incorrect, or Incomplete:

- Review your order as soon as you receive it and before using any item.

- If you find any error, damaged product, or poor condition, inform us within 3 days following the receipt of your package so we can conduct a proper investigation.

- To open a claim with us, send an email to reclamos@cocomarch.com with your name, order number, and a clear photo of the product showing clearly the incorrect label and/or any damage or spill on the product and the spill on the packaging.

- Your claim will be processed, and you will be notified by the registered email in our system. We will handle your case as soon as possible to resolve the issue and ensure you are satisfied with our service.

Returned Orders to Our Warehouses:

- After your order is shipped, you will receive a notification by email and text message. It is your responsibility to track the order to prevent delivery issues.

- If an order is returned to our warehouses, contact the Claims Department for instructions. Please note that the actual cost* of shipping may be deducted during the claim process.

*NOTE: Actual Shipping Cost; at VitaTienda, we offer a flat rate for ground shipping from our warehouses to your delivery address. However, it is important to note that the actual shipping cost can be up to three times higher or even more depending on the weight and size of the products in your purchase. This additional cost will be deducted from the total paid for your order.

► Additional Assistance

At VitaTienda, our commitment is to provide the highest quality customer service. If you have questions about our policies or if you are not satisfied with the way your claim, return, or replacement of an item has been handled, we want to address your concern and resolve any issues.

How to Contact Us

To ensure that your inquiry is directed to the correct department and handled efficiently, please use the following emails:

- General Inquiries and Assistance: ayuda@cocomarch.com

- Order Claims: reclamos@cocomarch.com

- Order Tracking: rastreo@cocomarch.com

We appreciate you providing all relevant details in your message so that we can assist you in the best possible way. Our team is dedicated to resolving your concerns and ensuring your satisfaction.