Terugbetalingsbeleid

Return & Refund Policy

Last updated: November 14, 2025

At Sal y Sol, operated by Zensa Media B.V., we want every customer to feel confident and comfortable while shopping with us. This Return & Refund Policy explains how returns, withdrawals, exchanges and refunds work when you purchase through our online store.

This policy reflects EU/Dutch consumer law as well as our own voluntary extended return period. If there is any conflict between this Policy and our Terms & Conditions, the Terms & Conditions will prevail.

If you have any questions, contact us at:
📧 info@sal-y-sol.eu

1. Overview

We offer two types of return rights:

1. Statutory Right of Withdrawal (EU/EEA Consumers)

You have 14 days to withdraw from your online purchase, starting the day after you receive your order.

2. Voluntary 30-Day Return Policy (Sal y Sol Extended Policy)

We offer a 30-day voluntary return window, counted from the date of your order.
This is an additional service from Sal y Sol and does not affect your legal rights.

Both periods run simultaneously — whichever benefits you more applies.

2. Mandatory Step Before Returning

Customers must contact us BEFORE sending any items back.
Returns sent without prior approval may be rejected or delayed.

To start a return:

  1. Email info@sal-y-sol.eu

  2. Include your order number, the items you want to return, and your reason (optional)

  3. Wait for our return instructions and approval

Only after receiving our confirmation may you:

  • Ship the item(s) to our return address, or

  • Bring the item(s) to our physical store in Spain

3. Return Conditions

Returned items must meet the following conditions:

  • Unworn, unwashed, unused

  • All original tags and labels attached

  • No stains, perfume, deodorant, makeup or damage

  • In original or secure packaging

We reserve the right to deny returns that do not meet these requirements.

Non-returnable items

For hygiene or legal reasons, certain products cannot be returned:

  • Earrings and some jewelry items

  • Gift cards

  • Personalised or custom-made items

  • Items marked as Final Sale or Non-returnable

4. Where to Return Items

After receiving our approval by email, returns may be sent to:

Sal y Sol – Returns
Av. de l'Arenal, 1
03730 Xàbia (Jávea)
Spain

Or returned in person:

You may also bring your return to our physical boutique at the same address above.

Please do not send returns without contacting us first.

5. Return Shipping Costs

  • Return shipping costs are the responsibility of the customer (unless the product is defective or incorrect).

  • Original shipping fees are non-refundable, except where required by law for statutory withdrawal.

We strongly recommend using a tracked shipping method, as you are responsible for the return until it arrives.

6. Refunds

Once we receive and inspect your return:

  • Approved refunds will be issued to your original payment method

  • Refunds are typically processed within 14 days of receiving your return

  • Your bank or payment provider may require additional processing time

Important distinctions

  • Statutory 14-day withdrawal:
    We refund the product price + the original standard shipping cost (as required by EU law).

  • Voluntary 30-day return:
    We refund the product price only (original shipping is not refunded).

We do not issue cash refunds.
Gift cards and store credits are non-refundable.

7. Exchanges

We do not offer direct exchanges.

If you need another size or colour:

  1. Return the original item

  2. Place a new order for the replacement item

This ensures availability of your chosen product.

8. Defective, Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  1. Email info@sal-y-sol.eu immediately

  2. Include:

    • Photos of the issue

    • Photos of the packaging

    • Your order number

Once verified, we will:

  • Replace the item, or

  • Issue a refund, and

  • Cover the return shipping costs (if applicable)

This does not affect your statutory consumer rights.

9. Items Lost During Return Shipping

Returns remain your responsibility until they reach us.

If your return package is lost or arrives empty:

  • We cannot issue a refund

  • Please choose a tracked and insured shipping method

10. Late or Missing Refunds

If your refund is late:

  1. Check your bank account

  2. Contact your card issuer or payment provider

  3. Email us at info@sal-y-sol.eu if the issue persists

Refund delays are usually caused by bank processing times.

11. Misuse of the Return Policy

We may refuse or block future orders if we detect:

  • Excessive or abnormal return patterns

  • Worn or damaged items returned as “new”

  • Fraudulent behaviour

  • Abuse of the 30-day voluntary return period

These measures are taken only when necessary and permitted by law.

12. International Returns

For customers outside the EU/EEA:

  • The voluntary 30-day return policy still applies

  • Customs duties, import taxes and international shipping fees are non-refundable

  • Returns must be declared as “Returned Goods” to avoid extra charges

13. Changes to This Policy

We may update this Return & Refund Policy to reflect:

  • Changes in the law

  • Changes in our product offering

  • Operational updates or improvements

When updated, the “Last updated” date will change.
If legally required, we will notify you of significant changes.

14. Contact Us

For returns, questions or assistance:

📧 info@sal-y-sol.eu
📍 Sal y Sol – Zensa Media B.V.
Av. de l'Arenal, 1
03730 Xàbia (Jávea)
Spain