Refund policy

At FOLIC, we aim to provide a clear, transparent shopping experience that complies with applicable consumer protection rules.

Below you will find our policy on returns, the right of withdrawal and refunds.

1. Commercial returns (30 days)

In addition to your statutory rights, FOLIC offers 30 calendar days from receipt of your order to request a return.

To qualify for this commercial return, the product must:

  • Be unused.
  • Be in the same condition as when received.
  • Retain its original packaging.
  • Be accompanied by proof of purchase or the order number.

For health protection and hygiene reasons, we cannot accept returns of products whose safety or hygiene seal has been removed or tampered with after delivery, in accordance with applicable consumer protection rules.

2. How to request a return

To request a return, email hola@foliclab.com.

Please include:

  • Your order number.
  • The purchaser’s name.
  • The reason for the return, unless you are exercising your right of withdrawal, in which case no reason is required.

Once we receive your request, we will provide instructions for sending your return.

Return address:

FOLIC
Paseo de las Delicias, 22, 2ºD
28045 Madrid
Spain

3. Return shipping costs

Unless the product is defective, was damaged in transit or there was an error with the shipment, return shipping costs are the customer’s responsibility.

If FOLIC is responsible for the error, we will cover the return costs and, where applicable, the cost of replacing the product.

4. Damaged or defective products and incorrect orders

We recommend checking your order as soon as you receive it.

If your product arrives damaged, has a defect or you receive the wrong item, contact us as soon as possible at hola@foliclab.com.

Where possible, attach photographs of the product and packaging so we can assess the issue and offer a solution promptly.

5. Exchanges

We do not currently offer direct product exchanges.

If you would like a different item, you can request a return where applicable and place a separate new order.

6. Right of withdrawal (European Union)

If you live in an EU country, you have the statutory right of withdrawal provided by European legislation.

This means you may withdraw from the contract and return your order within 14 calendar days of receiving it, without giving a reason.

To exercise this right, notify us of your decision in a clear statement sent to hola@foliclab.com.

You may also use the electronic withdrawal procedure on our website when it is available.

You must return the products without undue delay and, in any event, within 14 calendar days of notifying us of your withdrawal.

Exceptions to the right of withdrawal

Under applicable legislation, the right of withdrawal does not apply to sealed products that are unsuitable for return for health protection or hygiene reasons when their safety or hygiene seal has been removed or tampered with after delivery.

7. Refunds

Once we receive the returned products, we will check that they meet the applicable conditions and inform you of the outcome.

Where a refund is due:

  • It will be made using the same payment method as the purchase, unless expressly agreed otherwise.
  • It will be issued within the applicable statutory time limit.

We may withhold the refund until we receive the returned products or you provide sufficient evidence that you have sent them back, whichever occurs first.

Your card issuer or payment provider may need a few additional days to credit the amount to your account.

If a reasonable time has passed since confirmation of the refund and you have not received it, contact hola@foliclab.com.

8. Contact

If you have any questions about this policy or a return, you can email us at any time at hola@foliclab.com.