You have 14 days to change your mind
We want you to shop with peace of mind. As a consumer, you have the right to withdraw from your purchase without needing to justify the reason, as established by European and Spanish consumer regulations.
Timeframe
You have 14 calendar days from the day you, or a third party indicated by you, physically receive the order to communicate your decision to withdraw from the contract.
We pay for return shipping
If the product is unopened and the seal is intact, returning it costs you nothing. We cover the direct costs of the return.
Please write to us before sending anything. Upon receiving your request, we will confirm how to proceed and, in many cases, we will process the refund without requiring you to physically return the product. Do not send any package to the sender's address or any other address without contacting us first: if you do so, we will not be able to locate it or guarantee a refund.
How to exercise your right
- Write to us at info@cisnebeauty.com indicating your order number. You can use the model form found at the bottom of this page, although it is not mandatory.
- We will confirm receipt of your request and tell you exactly what to do.
- If a physical return is necessary, please send us the product without undue delay and, in any case, within a maximum of 14 calendar days from when you communicated your decision to us.
Important exception for cosmetics
In accordance with article 103 e) of Royal Legislative Decree 1/2007 (consolidated text of the General Law for the Defense of Consumers and Users), the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery is excluded from the right of withdrawal.
This means that, for hygiene reasons, we cannot accept returns of cosmetic products whose security seal has been removed or which have been used. If the product retains its intact seal, the return is not a problem and is free of charge.
Product condition
The product must be kept in its original packaging, with all its accessories and with the seal intact. You are responsible for any diminished value resulting from handling other than what is necessary to ascertain the nature and characteristics of the product.
Refund
We will refund all payments received, including standard shipping costs of the original order, without undue delay and, in any case, within a maximum of 14 calendar days from when you informed us of your decision. We will use the same payment method you used for the purchase, unless we agree otherwise. The refund will not incur any additional costs for you.
When a physical return is necessary, we may withhold the refund until we have received the product or until you provide proof of shipment, whichever condition is met first.
Defective or incorrect products
If you have received a defective, damaged, or incorrect product, please write to us with photographs and your order number: we will cover all costs and send you a replacement product or refund the full amount, whichever you prefer. This right is independent of withdrawal and is covered by the 3-year legal guarantee of conformity provided for in Spanish regulations.
Model withdrawal form
You can copy the following text and send it to us by email:
To Cisne Beauty, info@cisnebeauty.com:
I hereby communicate that I am withdrawing from my contract of sale for the following product: [product name].
Order number: [number]
Received on: [date of receipt]
Consumer's name: [full name]
Consumer's address: [address]
Date: [date]
Complaints and dispute resolution
If you are not satisfied with our response, you can resort to the European Commission's online dispute resolution platform or to the consumer organizations in your autonomous community.
Last updated: 08/14/2026