Return policy
At TSA, we take the expression "freshly made" very seriously. Our laboratory begins preparing your formulas as soon as your order is confirmed, so our policies reflect the personalized nature of our products.
1. Returns and Refunds
Due to the nature of our products, which are prepared to order, we normally do not accept returns for change of mind once the product has been opened or used.
However, in accordance with Spanish and European Union consumer protection regulations, customers have the right to withdraw from their purchase within 14 calendar days from the date they receive the order, without needing to state any reason.
To exercise your right of withdrawal, you must notify us of your decision by contacting us at:
Email : wecare@thespanishalchemist.com
Please include your order number and full name. The product must be returned unopened, unused, and in its original packaging. Damaged or defective products: We only accept returns of used products if there is proven damage or a manufacturing defect.
If your order arrives damaged, please contact us at wecare@thespanishalchemist.com within 48 hours of receipt.
It must include:
Your order number, clear photographs of the damage, and a brief description of the problem. Our team will review the case and offer a replacement or refund, if applicable. Shipping costs apply.
In the case of defective or incorrect products, TSA will cover all shipping and handling costs necessary to resolve the problem.
In the case of returns under the right of withdrawal, the customer may be responsible for the return shipping costs.
2. Skin Reactions and Allergies
Your skin's well-being is our priority. If a product causes an unexpected reaction, please contact us at wecare@thespanishalchemist.com.
Although we cannot offer standard returns for products that have already been used, we will work with you to find a customized solution and help you better understand your skin's needs.
3. Order Modifications and Cancellations
Because we work quickly to guarantee delivery within 48 hours, orders cannot be modified or canceled once confirmed.
Our chemists begin the formulation process shortly after order confirmation.
We recommend that you carefully check the selected products and shipping details before finalizing your purchase.
4. Refunds
If a refund is authorized (for example, in the case of a defective or damaged product), the amount will be refunded to the original payment method.
The refund will be processed within 14 days of the return being approved.
Depending on your bank or payment provider, it may take up to 12 business days for the funds to appear in your account.
5. Retailers and Future Partners
These policies apply to all purchases made directly through our official website.
If we collaborate with authorized retailers in the future, products purchased through them will be subject to their own return policies.
6. Customer Responsibility
If a return is authorized, the customer is responsible for the products until they arrive at our warehouse.
We recommend using a tracked shipping service and keeping the shipping receipt.
TSA reserves the right to evaluate final eligibility for refunds and to protect our laboratory against potential suspicious or fraudulent activity.