Refund policy

This policy explains how to return an order placed on salubell.com, within what time limits and who bears the costs. It applies to all our shipping destinations and forms part of our Terms and Conditions. Delivery times and conditions are set out in our Shipping Policy.

1. Your right of withdrawal

You may return your order without giving any reason within 15 calendar days of receiving it. This extends the statutory minimum of 14 days.

The period starts on the day you, or a third party indicated by you other than the carrier, take possession of the order. If your purchase is delivered in several shipments, the period runs from receipt of the last one.

It is enough that you tell us your decision before the period expires. The goods do not need to have reached our premises by then.

2. Products that cannot be returned

Our food supplements are supplied sealed. For reasons of health protection and hygiene, a product whose seal has been broken after delivery cannot be returned. This is the exception provided for this type of goods under European and Spanish consumer law.

If the seal is intact, you can return it with no further conditions. And if the product arrived faulty, damaged or incorrect, this exception does not apply: see section 6.

3. How to start a return

Write to us at clientes@salubell.com quoting your order number and telling us which products you wish to return. We will reply with instructions and, where applicable, with the shipping label.

If you prefer, you can use our withdrawal form. Using it is not compulsory: any unequivocal statement will do, including an email in your own words.

We ask you to let us know before sending the parcel so that we can assign a return number and track it. Not telling us does not affect any of your rights, but it may delay processing.

Once you have told us your decision, you have 14 calendar days to send the goods back to us.

4. Condition of the goods

You may examine the product as you would in a physical shop, that is, to establish its nature, characteristics and functioning. Doing so does not cause you to lose your right of withdrawal.

You are only liable for any diminished value resulting from handling beyond what is necessary for that purpose. In practice, and given that a broken seal prevents return, we ask you to send the product back in its original packaging wherever possible.

5. Cost of returning the goods

Where we bear the transport cost, we send you a prepaid label together with the instructions. Where the return is at your cost, you may use the carrier of your choice; we recommend a tracked service, as the goods travel at your risk until they reach us.

6. Faulty, damaged or incorrect products

Please check your order as soon as it arrives. If a product is faulty, damaged or does not match what you ordered, write to us at clientes@salubell.com with your order number and photographs of the product and the packaging.

We will resolve it at no cost to you, either replacing the product or refunding it, as you prefer. We bear both the return transport and the cost of the new shipment, whatever your country.

This is separate from the right of withdrawal and is not subject to its time limits: it is governed by the statutory guarantee of conformity, set out in the next section.

7. Time limits at a glance

8. Refunds

We will refund all payments received, including the cost of standard outbound delivery, even if you originally chose a more expensive delivery option. In that case we refund the standard delivery cost, not the premium one.

The refund is made without undue delay and, at the latest, within 14 calendar days of the date on which you tell us your decision, using the same means of payment you used for the purchase. You will not be charged any fee for it.

We may withhold the refund until we have received the goods back or until you supply evidence of having sent them, whichever is the earlier.

If you return only part of your order, we refund the value of the goods returned. If that order qualified for free shipping and the value you keep falls below the threshold, nothing will be deducted on that account.

Please bear in mind that your bank or card issuer may take a few extra days to show the credit in your account. If 10 working days have passed since we confirmed your refund and you still cannot see it, write to us.

9. Exchanges

We do not handle direct exchanges. The quickest route is to return the product you have, following this policy, and place a new order for the item you want. That way you do not have to wait for the return to be processed before receiving the new order.

10. Complaints

We handle complaints within a maximum of 4 working days of receipt. Write to us at clientes@salubell.com or call us on +34 968 12 64 34, Monday to Friday from 09:00 to 16:00 (Spanish mainland time).

Please note that SALUBELL PHARMA, S.L. has signed up to the Consumer Arbitration Board of the Region of Murcia (Junta Arbitral de Consumo de la Región de Murcia), which settles financial and similar disputes between consumers and businesses, retailers or professionals. It forms part of the Spanish Consumer Arbitration System, which operates in every Autonomous Community in Spain. Further information is available on the website of the Autonomous Community of the Region of Murcia.

If you reside in another European Union Member State, you can consult the list of consumer alternative dispute resolution bodies notified to the European Commission at consumer-redress.ec.europa.eu, or contact the European Consumer Centres Network (ECC-Net) for cross-border disputes. You may also refer the matter to the competent consumer authority in your place of residence.

If you reside in the United Kingdom, you may refer the matter to an approved alternative dispute resolution body or to your local Trading Standards service through Citizens Advice.

SALUBELL PHARMA, S.L.

Last updated: 28/09/2026.