Refund policy

Returns

We have a 30-day return policy from the date you receive your item.

To be eligible for a return, your item must be:

  • In the same condition you received it — unused, unworn, with all tags and seals intact
  • In the original packaging with all accessories
  • Accompanied by proof of purchase

How to start a return

Email us at carenovacove@gmail.com with your order number and reason for return.

Return address:
Calle de Badajoz Nº8 3A, 33210 Gijón, Asturias, Spain

Please note:

  • If you are located outside Spain, shipping may take longer than expected.
  • Items returned without contacting us first will not be accepted.
  • Please use a tracked service — we cannot process refunds for items lost in transit.

Non-returnable items — hygiene exception

For hygiene and safety reasons, we cannot accept returns of:

  • Cosmetic and skincare products once the seal has been broken or the product has been used or opened (LED masks, cleansing masks, cosmetics)
  • Personal care goods where hygiene is a concern
  • Perishable goods and custom products
  • Sale items and gift cards

This exception is permitted under UK Consumer Contracts Regulations 2013 and EU Consumer Rights Directive.

UK — 14-day cancellation right

Under the UK Consumer Contracts Regulations 2013, if you are a UK consumer you have the legal right to cancel your order within 14 days after receiving your item, for any reason and without justification. Your item must be in the same condition you received it, unused, with tags and seals intact, and in its original packaging.

This 14-day cancellation right is a statutory right that cannot be waived. However, the hygiene exception above still applies — opened cosmetic products cannot be returned even within 14 days.

Faulty or damaged products (Consumer Rights Act 2015)

If your product is faulty, damaged, or not as described:

  • Within 30 days of delivery, you may request a full refund.
  • Between 30 days and 6 months, you may request a repair or replacement; if not possible, a refund.
  • Please email us within 14 days of delivery with photographs and a description of the issue.
  • In these cases, we cover return shipping costs.

Refunds

Once we receive and inspect your return, we will notify you whether the refund was approved.

Approved refunds are processed within 10 business days from the day we receive the returned goods, to your original payment method. Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to appear in your account.

If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at carenovacove@gmail.com.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Contact

For any return questions: carenovacove@gmail.com