Exchanges and returns
At Sotomare we want you to fully enjoy your experience with our products. If something doesn’t convince you, we offer you the possibility of returning your purchase easily.
You can exercise your right of withdrawal within 14 calendar days of receiving your order. We do not make direct exchanges, but you can return the product and, if you wish, make a new purchase from our website.
For hygiene and safety reasons, we do not accept returns of products that have been opened or unsealed, unless they are defective or have arrived damaged. In order for us to accept the return:
- The product must be in its original condition, with no signs of use.
- With the security seal intact.
- In its original and protected packaging.
- No damage from misuse or storage.
Before accepting the return, we will need you to send us photos to verify its condition.
How to handle a return
- Write to us at clientes@sotomare.com with this information:
- Order number
- Product(s) you wish to return
- Your name, email, and phone number
- Reason for return
- Unopened and unused product photos
- Once the return has been validated, we will tell you how to send it. You can use the carrier of your choice. Return costs are the responsibility of the customer, unless the product arrived damaged or mistaken by Sotomare.
- When we receive your package and confirm that it is in perfect condition, we will process your refund which usually takes between 5 and 10 working days .
We will refund the amount paid for the product. Shipping charges are non-refundable.
If you used a discount coupon, only the amount actually paid will be refunded.
If the amount refunded is incorrect, please contact us at clientes@sotomare.com. We will try our best to resolve the issue as soon as possible.
Damaged products or wrong orders
We are very sorry. If your order arrived in poor condition or does not correspond to what you ordered, please write to us at clientes@sotomare.com within a maximum period of 14 calendar days from the time you received it.
Once we confirm the problem, we will inform you how to proceed and you will have 7 calendar days to send the product to the following address:
LABORATORIOS LANXO S.L.
Calle Marconi, 5, 29680, Estepona, Málaga, SpainWe will take care of the shipping costs if the error was ours or the carrier’s.
After receiving the product and verifying its condition, we will make the refund to the same form of payment used.