Shipping policy

This policy sets out how we prepare, ship and deliver orders placed on salubell.com, and forms part of our Terms and Conditions. All orders are prepared and dispatched from our premises in Spain.

1. Order preparation and dispatch

We prepare orders Monday to Friday, from 09:00 to 16:00 (Spanish mainland time), excluding public holidays in force at the place of dispatch in Spain. Orders confirmed before 13:30 on a working day are dispatched the same day; all others on the next working day.

You will receive a first email once payment is confirmed, and a second email with your tracking number once we hand the order over to the carrier.

In this policy, «working day» means Monday to Friday, excluding public holidays at the place of dispatch. Periods expressed in «calendar days» include every day of the calendar.

2. Destinations, delivery times and shipping costs

Estimated delivery times are indicative and run from confirmation of the order. The firm delivery time for your address, together with an itemised breakdown of shipping costs, is shown before you confirm your purchase.

Spain

European Union

«Rest of the European Union» covers Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Romania, Slovakia, Slovenia and Sweden.

United Kingdom

We do not ship to Northern Ireland. In this policy, references to the United Kingdom are to be read as references to Great Britain: England, Scotland and Wales.

The free shipping threshold is assessed against the final order value, after any discounts and coupons have been applied. If you return part of an order that qualified for free shipping and the value you keep falls below that threshold, no amount will be deducted from your refund on that account.

We ship only to the destinations listed in this section. If you reside in another European Union Member State, you may place an order on the same terms as any other customer and arrange collection from our premises in Spain, or engage your own carrier, at your own cost. In that case, risk passes to you at the moment we hand the order over to the carrier you have appointed.

Certain products may be unavailable for some destinations for regulatory reasons. Where this applies, you will not be able to add them to your basket with that delivery address.

3. Delivery deadline

We undertake to deliver your order within the delivery deadline stated for your destination in section 2, counted in calendar days from confirmation of the order. If we give you a specific delivery date at the time of purchase that falls earlier, that date prevails.

If we fail to meet that deadline, you may ask us in writing to deliver within an additional period appropriate to the circumstances. If we fail to deliver within that further period, you may terminate the contract and we will reimburse all sums paid, including shipping costs, without undue delay.

If delivery by a particular date was essential to you and you had told us so, or this was apparent from the circumstances, you may terminate the contract immediately, without granting that additional period.

We are responsible to you for delivery of the order, including where the delay originates with the carrier. We are released from that responsibility only in cases of force majeure: extreme weather events, general strikes, closures of borders or routes, and other unforeseeable events beyond our control and that of the carrier. In such cases we will inform you as soon as possible and you may choose between rescheduling delivery or terminating the order with a full refund.

The delivery deadlines for the Canary Islands and the United Kingdom are longer because they include customs clearance, the duration of which is outside our control.

4. Taxes and customs

5. Passing of risk

Risk of loss of or damage to the goods passes to you when you, or a third party indicated by you other than the carrier, take physical possession of the order. Until that moment, incidents occurring in transit are for our account.

6. Carriers and packaging

We work with DHL, SEUR and MRW for domestic shipments, and with DHL and UPS for international shipments. We may use alternative carriers where operational circumstances require it, always on equivalent terms and delivery times.

Every order is sealed with high-performance gummed tape, which protects the contents and makes any tampering in transit apparent.

7. Incorrect delivery address

Please check your delivery address before confirming your order, including building number, floor and postcode. If you spot an error, write to us as soon as possible at clientes@salubell.com: if the order has not yet been dispatched, we will correct it at no cost; once in transit, any change depends on the carrier and cannot always be made.

We are not responsible for delays or failed deliveries caused solely by an incorrect or incomplete address supplied by you.

8. Undelivered orders

The carrier makes two delivery attempts and, where the service allows, leaves a notice so that you can reschedule delivery or collect the parcel from a nearby pickup point. If the order still cannot be delivered, it is returned to our premises and we will contact you.

If you tell us you are cancelling your purchase, we will refund the full order value plus the cost of standard outbound shipping, even if you chose a more expensive delivery option. This right of withdrawal may be exercised for 14 calendar days from receipt of the order, or from the date you tell us you are declining to receive it, on the terms of our Refund and Returns Policy.

If the order is returned because it was not collected despite the carrier's notices, or because of an incorrect address supplied by you, we will refund the value of the goods and may deduct the transport costs actually incurred. If you prefer us to ship the order again, we will tell you the cost beforehand so that you can decide.

In either case, the refund is processed without undue delay and, at the latest, within 14 calendar days of our receiving the order back or of your telling us your decision, using the same means of payment used for the purchase.

9. Damaged or incomplete orders

If your order arrives damaged or incomplete, write to us at clientes@salubell.com quoting your order number and attaching photographs of the packaging and the product. We will resolve it at no cost to you, either by replacing the product or refunding it, in accordance with our Refund and Returns Policy.

Noting any visible damage on the carrier's delivery note at the time of delivery, and telling us within 48 hours of receipt, helps us handle the matter faster. Neither step is a condition for your claim to be dealt with, and neither affects your rights.

Your statutory guarantee of conformity remains fully intact: three years from delivery for consumers resident in Spain, and two years for consumers resident in other European Union Member States. If you reside in the United Kingdom, you may also reject a faulty product and obtain a full refund within 30 days of delivery.

10. Customer service and complaints

You can reach us at clientes@salubell.com or on +34 968 12 64 34, Monday to Friday from 09:00 to 16:00 (Spanish mainland time).

We handle complaints within a maximum of 4 working days of receipt. If you are not satisfied with our response, you may refer the matter to the competent consumer authority in your place of residence.

SALUBELL PHARMA, S.L.

Last updated: 28/09/2026.