Returns and withdrawal policy
At LONJEBA we work with food supplements formulated to scientific and quality criteria. For this reason, safety, traceability and the proper preservation of products are a priority.
Right of withdrawal
LONJEBA extends the withdrawal period it offers its customers to 30 calendar days, under the conditions set out in this policy and without limiting their legal rights.
To exercise this right, the customer must notify us in writing via the contact email address, stating the order number and the details needed for identification.
Conditions for accepting a return
For a return to be accepted, all of the following conditions must be met:
- The product must be unopened, unused and with the safety seal intact.
- It must keep its original container, labels and packaging in perfect condition.
- The request must be made within 30 calendar days of receiving the order.
Products excluded from the right of withdrawal
For reasons of health protection, food safety and hygiene, returns will not be accepted for:
- Products that have been opened, unsealed or tampered with after delivery.
- Products whose proper preservation cannot be guaranteed once they have left our control, including possible variations in temperature, humidity or storage conditions.
This limitation complies with current regulations on sealed goods that are not suitable for return for health or hygiene reasons, as set out in article 103 of the Spanish General Law for the Protection of Consumers and Users.
Returns for defective products or shipping errors
If the product received is defective or there is a shipping error, the customer must notify LONJEBA within 48 hours of receiving the order, provided the product has not been handled beyond what is needed to check its condition
Once the issue has been verified, LONJEBA will cover the return costs and will replace the product or refund the amount paid, as appropriate.
For food safety and quality control reasons, we only accept returns of unopened products with the seal intact, within 30 days of receiving the order.
Return procedure
To request a return, the customer must:
- Write to the contact email address stating the order number and the reason for the request.
- Wait for instructions from our team before sending anything.
- Send the product following the instructions provided.
Returns that have not been authorised in advance will not be accepted.
Refund
Once the product has been received and checked against the conditions above, LONJEBA will refund the corresponding amount within 7 calendar days, using the same payment method as the purchase.
Return costs will be paid by the customer, except in the case of a defective product or an error attributable to LONJEBA.
Undelivered or uncollected orders
For orders not delivered for reasons attributable to the customer (absence, incorrect address, not collected from the pickup point), the order will be returned to our warehouse and the product amount will be refunded, minus the shipping and return costs incurred.
Contact
For any questions about returns or withdrawal, you can write to our contact email address.