Returns and right of withdrawal
At Isolée, we want your shopping experience to be clear, secure and satisfactory. Below, you will find all the information on how to request a return, exercise your right of withdrawal or report an issue with your online order.
Right of withdrawal
If you have made an online purchase at isolee.com, you have 14 calendar days from receipt of the order to exercise your right of withdrawal, without having to justify your decision. To exercise this right, you must notify us within the indicated period through the following link:
Exercise right of withdrawal / Request a return
Once the request has been submitted, you will receive confirmation of receipt and instructions on how to manage the return.
The product must be returned in perfect condition, unused, with all accessories, labels and original packaging, and, where applicable, with the seal, cellophane or protective system intact.
Conditions for making a return
For a return to be accepted, the following conditions must be met:
- The request must be made within the established period.
- The product must be unused, unopened, untested and in perfect condition.
- The item must retain its labels, accessories, associated samples, original packaging and protective elements.
- Products with a seal, cellophane or security system must be returned intact. Returns of online orders must be managed exclusively through https://isolee.outvio.com/
- Orders placed online cannot be returned in Isolée physical stores.
Isolée reserves the right to reject returns that do not meet these conditions or that show signs of use, handling, deterioration, alteration or fraud.
Products excluded from the right of withdrawal
For reasons of health protection, hygiene, product preservation and customer safety, returns will not be accepted for:
- Products that have been opened, used, tested or handled.
- Perfumes, cosmetics, make-up, treatment products, personal care products or hygiene products that have been unsealed. Products without their original seal, cellophane, protective packaging or security system when this is necessary to guarantee their integrity.
- Deteriorated, altered or incomplete items. Products that may deteriorate or expire quickly.
- Personalised products or products made according to the customer’s specific instructions, where applicable.
- Natural products that show normal variations in colour, scent or texture, unless there is an actual preservation or decomposition issue reported within the period indicated for incidents.
These exclusions do not affect the customer’s rights in the event of a defective product, an error in the order or damage caused during transport.
How to request an online return
- Go to https://isolee.outvio.com/
- Enter the requested details to identify your order.
- Select the item or items you wish to return. Indicate the reason for the return.
- Choose the available return method: courier collection or shipping at your own expense with postage paid, depending on the enabled options.
- Prepare the package with the product in its original packaging, properly protected for transport.
- Once the product has been received at our facilities, our team will carry out the corresponding review.
No refund will be issued until Isolée has physically received the product or, where legally applicable, until the customer has provided sufficient proof of its return.
Refund
Once the return has been received and the condition of the product has been verified, Isolée will process the refund using the same payment method used for the purchase, unless another method has been expressly agreed.
The refund will be made in accordance with the legally applicable deadlines. Isolée may withhold the refund until it has received the returned products or until the customer has provided valid proof of shipment, as applicable.
If the product does not meet the return conditions, Isolée may reject the request and contact the customer to inform them of the decision.
Return costs
The costs associated with the return shall be borne by the customer, except in cases where the return is due to an error by Isolée, a defective product or an incident attributable to transport that has been duly evidenced.
If the customer chooses a delivery or return method other than the standard method offered, Isolée shall not be obliged to assume any additional costs arising from that choice.
Defective or damaged products and transport incidents
If you receive a defective product, a product damaged during transport, or if you detect an incident with your order, you must report it within a maximum period of 48 hours from delivery.
In order to assess the incident, you will need to provide:
- Clear photographs of the product received. Photographs of the outer and inner packaging.
- Photographs of the transport label. A photograph of the package weight on a household scale, when necessary to verify the incident.
- Any other information that makes it possible to verify the condition of the order at the time of delivery.
- Manipulated, altered or incomplete evidence will not be accepted.
Promotional gifts, samples and GWP
Promotional gifts, samples and GWP products —Gift With Purchase— are subject to availability and cannot be claimed, exchanged or refunded.
In the event of a full or partial return of an order that includes promotional gifts, samples or GWP associated with the purchase, these must be returned together with the main products where applicable.
If the promotional gifts linked to the purchase are not returned, Isolée may deduct their value from the amount to be refunded or reject the partial return where appropriate.