Refund policy

At Dos Besos, we want you to feel confident about every purchase. If something isn't right, this policy explains how our returns and refunds process works, what conditions apply, and how to get in touch with us if you have any questions.

Return Window

You may return your order within the period shown at checkout, calculated from the date of delivery. No reason is required — we ask only that you follow the conditions and process outlined below. This commercial return window operates alongside, and does not replace, your statutory right of withdrawal. For full details on your legal cancellation rights under EU consumer protection law, please see our Right of Withdrawal terms.

Eligibility & Conditions

To be accepted, returned items must meet the following conditions:

  • The goods must be complete and returned in their original packaging.
  • Any labels and protective films attached to the product must remain undamaged and in place.
  • Hygiene items and sealed products cannot be returned once the seal has been opened, for health and safety reasons.

Items that do not meet these conditions may not be eligible for a refund. If you're unsure whether your item qualifies, contact us before sending it back and we'll be happy to advise.

How to Return an Item

Returning an order is simple and can be completed in a few steps:

  1. Email us at contact@dosbesos.shop with your order number and the item(s) you wish to return.
  2. We will send you a return label within one business day of receiving your request.
  3. Repack the goods securely, ideally in their original packaging, and attach the return label to the parcel.
  4. Drop the parcel off at your local postal office to send it back to us.

Please keep any proof of postage until your return has been processed, in case it's needed to track the parcel.

Return Shipping Costs

Return shipping costs are confirmed when you request your return, and we will let you know the applicable cost — if any — at that time.

Refunds

Once we receive your returned item, we will inspect it to confirm it meets the conditions above. After the inspection is complete, we will process your refund within a few business days. Refunds are issued in EUR to your original payment method, so the amount and timing of the funds appearing in your account may also depend on your bank or payment provider.

Right of Withdrawal

In addition to the return process described above, you are entitled to exercise your statutory right of withdrawal where applicable. Full details, including how to exercise this right and any exceptions that may apply, are set out in our Right of Withdrawal terms.

Questions?

If you have any questions about a return, a refund, or this policy in general, our team is here to help. You can reach us by email at contact@dosbesos.shop or by phone at +34669842926.

Right of Withdrawal

As a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. This right applies to purchases made through our store and reflects the protections granted to consumers under EU and Spanish consumer law.

The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods. Where an order consists of multiple goods delivered separately, the period runs from the day you (or a third party you designate) take possession of the last item, lot, or piece.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.

How to Exercise Your Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear and unequivocal statement, for example a letter sent by post or an email. You may contact us using the details below:

dos besos
Gran Vía 12
28013 Madrid, Spain
Phone: +34669842926
Email: contact@dosbesos.shop

We recommend keeping a copy or proof of your withdrawal statement (such as a sent email or postal receipt) for your own records.

Model Withdrawal Form

If you wish, you may use the model form below to notify us of your withdrawal, although its use is not obligatory:

To: dos besos, Gran Vía 12, 28013 Madrid, Spain, contact@dosbesos.shop
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and, in any event, no later than 14 days from the day on which we are informed of your decision to withdraw from this contract.

The reimbursement will be made in euros (EUR), using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and, in any event, no later than 14 days from the day on which you communicate your withdrawal from this contract. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.