Refund policy
Returns and Refund Policy
Last updated: [03/04/2026]
At our store, we are committed to providing a satisfactory shopping experience. This policy governs the conditions for returns, exchanges, and refunds in accordance with applicable consumer protection laws.
Right of Withdrawal (European Union and applicable jurisdictions)
If you reside in the European Union or another jurisdiction where the right of withdrawal applies, you have the right to cancel your purchase within 14 calendar days from the date you receive the product, without providing any reason.
To exercise this right, you must notify us within this period. The product must be returned in appropriate condition.
Returns (Commercial Policy)
In addition to the right of withdrawal, we offer an extended 30-day return period from the date of receiving your order.
To be eligible for a return, the product must:
- Be unused
- Be in good condition
- Be in its original packaging
- Be accompanied by proof of purchase
We reserve the right to refuse returns that do not meet these conditions.
Exceptions to Returns
Returns will not be accepted in the following cases:
- Used, damaged, or incomplete products due to reasons not attributable to the company
- Personalized or custom-made products
- Items that, for hygiene reasons or due to their nature, cannot be returned once opened, where applicable
Refunds
Once the returned product has been received and inspected, the customer will be notified whether the refund has been approved or rejected.
If approved, the refund will be processed using the same payment method used for the original purchase. The estimated processing time is between 3 and 10 business days, depending on the relevant financial institution.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account again
- Contact your bank or payment provider
- If the issue persists, contact us
Exchanges
Exchanges will only be accepted if the product is defective or was damaged during transport. In such cases, we will proceed in accordance with applicable law.
Return Shipping
The customer is responsible for the shipping costs associated with returning the product, except in cases where the product is defective or there has been an error on our part.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without proof of shipment.
Gifts
If the product was purchased as a gift, store credit or a voucher for the value of the item may be issued, where applicable.
Return Address
Calle de Moya 24
La Dehesa (Santa María de Guía)
35458, Spain
Contact
To exercise your right of withdrawal or manage any return, you may contact us at:
thecativasoul@use.startmail.com
Legal Notice
This policy applies without prejudice to any rights granted to consumers under applicable local law. In the event of any conflict, the consumer protection laws in force in the customer’s country of residence shall prevail.