Refund policy

At Outlet Beauty Shop, we respect consumers' rights as recognised under Spanish and European regulations. Below you will find the timeframes, conditions, and procedures for returns, cancellations, and incidents.

📩 Do you have an issue? Write to us at support@outletbeautyshop.com

⚠️ Mandatory unboxing video

For claims relating to shipping damage, missing products, incorrect products, or defective items, it is essential to provide a continuous, unedited video of the package being opened, showing the sealed packaging, the label, and the full unboxing. Without this video, we will not be able to process the issue.

1. Quick summary

  • 14-day legal right of withdrawal for sealed and unopened products (Art. 102 TRLGDCU).
  • Opened or unsealed cosmetics: excluded from withdrawal for hygiene reasons (Art. 103.e TRLGDCU).
  • Serious incidents (defect, shipping damage, order error): handled with a mandatory unboxing video.
  • 2-year legal guarantee in accordance with Directive (EU) 2019/771.

2. Right of withdrawal (14 days)

As a consumer, you have the right to withdraw from the purchase within 14 calendar days from receipt of the order, without needing to provide justification.

  • The product must be returned unused, in its original packaging, and with all seals intact.
  • The return shipping cost is borne by the customer, unless the product is defective or the mistake is ours.
  • Once the product has been received and verified, the amount paid will be refunded using the same payment method within a maximum period of 14 days.
  • To exercise your right of withdrawal, write to us at support@outletbeautyshop.com stating the order number and the product to be returned.

Legal hygiene exception (Art. 103.e TRLGDCU): cosmetic products whose seal has been broken or which have been opened are not eligible for return for health protection and hygiene reasons.

3. Serious incidents: mandatory video

For any claim regarding damage, missing items, incorrect products, or defects, we require an unboxing video as evidence.

  • Video continuous, with no cuts or edits, from before opening the package.
  • It must clearly show: sealed packaging, shipping label, full opening, and package contents.
  • If there is a damaged or defective product, it must be visible in the same video when taken out of the packaging.
  • Without this video we will not be able to process claims for shipping damage, missing items, or packing errors.

This requirement applies as reasonable evidence of the issue and does not affect your legal consumer rights in other cases.

4. Deadlines for reporting

  • Shipping damage and missing products: 48 hours from delivery.
  • Incorrect products or visible defects: 14 days from delivery.
  • Legal guarantee for non-apparent defects: 2 years.

5. How to make a claim

  • Send an email to support@outletbeautyshop.com.
  • State the order number and a description of the issue.
  • Attach the unboxing video and photos of the product/packaging.
  • Keep the product and packaging until we close the case.

6. Resolution of incidents

  • After receiving and verifying the video and documentation, we will offer you: reshipment of the product, full refund or, if you prefer, a store voucher.
  • If the issue is our responsibility (defect, shipping damage, packing error), we will bear the handling and return shipping costs.
  • The refund will be made using the same payment method used for the purchase, within a maximum period of 14 days from acceptance of the claim.

7. Products not eligible for return

  • Cosmetics opened, used, or unsealed (Art. 103.e TRLGDCU).
  • Products whose hygiene seal has been tampered with or removed.
  • Gift cards, vouchers, and downloadable digital content.
  • Customised or made-to-order products.

Possible individual skin reactions do not constitute a product defect. We recommend checking the ingredients and carrying out a patch test before first use.

8. Undelivered shipments or returns to sender

  • If the package is returned to sender due to an incorrect address, recipient absence, or failure to collect from the pickup point, we may resend it once a new shipping charge has been paid.
  • If the customer decides to cancel after a return to sender not attributable to us, the product amount will be refunded minus the logistics costs already incurred.

9. Fraud prevention

  • We reserve the right to investigate claims showing signs of fraudulent use, tampering, or edited videos.
  • Requests that do not provide the continuous unboxing video where required may be denied.

10. Out-of-court dispute resolution

If you do not agree with our decision, you may use the European Online Dispute Resolution Platform: ec.europa.eu/consumers/odr, or the Consumer Arbitration Board of your autonomous community.

Last updated: 28/04/2026. This policy applies without prejudice to the consumer's non-waivable rights recognised by Spanish and European Union regulations.