Refund policy

Last updated: August 2026

Returns for change of mind (right of withdrawal)

You have 14 calendar days from receipt of your order to withdraw from the purchase without giving any reason. Write to us at ask@getsiwon.com with your order details (to speed things up, you may voluntarily attach a photo of what you wish to return) or use the model withdrawal form available in our Terms of Sale. Our Customer Care team will tell you how to proceed.

As these are cosmetic products, only products with their seal intact and in their original packaging can be returned: products unsealed after delivery are excluded from the right of withdrawal for health and hygiene reasons (Art. 103.e of the Spanish Consumer Protection Act, TRLGDCU). All our products are delivered sealed. Packs sold as a single unit must be returned complete. You will only be liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature and characteristics.

You must send the products back to us within a maximum of 14 calendar days from your notice, bearing the direct cost of the return. If you prefer, we can provide you with a prepaid return label for €5.99 (mainland Spain) or €9.99 (all other destinations), which will be deducted from your refund.

Refund: we will refund the amount of the products and the initial delivery costs (if you chose express delivery, the equivalent of standard delivery is refunded), within a maximum of 14 calendar days from your withdrawal notice, using the same payment method. If you prefer, you may expressly request the refund as store credit; this option is always voluntary. We may withhold the refund until we have received the products or proof of their return. If a partial return means the order no longer meets the conditions of an applied promotion (minimum spend, gift with purchase or free shipping), the refund will be recalculated proportionally and any associated gifts must be returned; loyalty points earned will be cancelled.

Uncollected, refused or customs-held orders

If your order comes back to our warehouse because it was not collected in time, was refused on delivery, the address was incorrect, or the customs formalities or payments due from you were not attended to, we will contact you to offer either re-shipment (paying new delivery costs) or a refund treated as a withdrawal, deducting a fixed amount of €5.99 (mainland Spain) or €9.99 (Canary Islands and other EU countries) as the direct cost of return; customs duties and fees already incurred and paid to third parties are non-refundable. If we receive no instructions within 14 calendar days, we will proceed with the refund with those deductions.

Defective or incorrect products (legal warranty)

All our products carry a 3-year legal conformity warranty from delivery. If your product arrives defective, damaged or does not match your order, write to ask@getsiwon.com with your order details and a photo: we will handle everything at no cost to you, including all shipping costs. Once the lack of conformity is confirmed by our quality control, we will replace the product or refund you in full (product and all shipping costs) within a maximum of 14 calendar days. This warranty applies even if the product has been opened or used, but does not cover deterioration due to improper storage or the natural evolution of the product beyond its expiry date or its period-after-opening (PAO) indicated on the packaging.

Cancellations

If your order has not yet been prepared, we can cancel it with a full refund: write to us as soon as possible at ask@getsiwon.com. If it has already been prepared or shipped, the returns process applies.