Refund policy

Returns Policy

Product returns may be requested for one of the following reasons:

  1. Exercise of the right of withdrawal.
  2. Receipt of a damaged, defective, incorrect, incomplete Product or one that presents any other lack of conformity.

1. Right of withdrawal

A User who qualifies as a consumer has a period of fourteen (14) calendar days from the date on which they or a third party indicated by them, other than the carrier, acquires physical possession of the order to withdraw from the purchase, without giving any reason.

However, for health protection and hygiene reasons, the right of withdrawal may not be exercised in respect of food supplements that have been opened, consumed or unsealed after delivery.

Consequently, only Products that remain closed, unconsumed, complete and with their security seal intact may be returned by way of withdrawal. Packs or kits marketed as a single unit may also not be returned when they are incomplete or any of their Products have been opened or unsealed. This exclusion corresponds to Article 103(e) of the TRLGDCU.

2. How to request a return

To request a return, the User must send an email to soporte@rvrs.es, stating:

  • Full name.
  • Order number.
  • Product or Products to be returned.
  • Whether the request relates to exercise of the right of withdrawal or an order incident.

When exercising the right of withdrawal, the User is not required to state the reason for the return.

When the return is due to the Product being damaged, incorrect or presenting a lack of conformity, the User must include a description of the incident and, wherever possible, photographs of the outer packaging, shipping label, Product received and any damage or defects observed.

Once withdrawal has been notified, the User must return the Products without undue delay and, in any event, within fourteen (14) calendar days of such notification, following the instructions provided by REVERSE.

3. Return costs

When the return is due to a damaged, defective, incorrect or incomplete Product or any other cause attributable to REVERSE, return costs and, where applicable, replacement costs will be borne entirely by REVERSE.

When the return is made by way of withdrawal, the User will bear the direct return costs exclusively. If REVERSE provides a collection service, it will inform the User in advance of its cost, which may be deducted from the amount to be refunded.

4. Refund

In the event of withdrawal, REVERSE will refund payments received from the User, including the costs corresponding to the least expensive standard delivery option offered, without undue delay and, in any event, within fourteen (14) calendar days from the date on which it was informed of the decision to withdraw.

If the User had chosen a delivery option more expensive than the standard option offered by REVERSE, the additional costs arising from that choice will not be refunded.

The refund will be made using the same payment method used for the purchase, unless the User expressly accepts another method that entails no cost to them.

REVERSE may withhold the refund until it has received the returned Products or until the User provides proof of their return, whichever occurs first.

5. Cancellation before shipment

The User may request cancellation of the order at no cost provided it has not yet been prepared or handed over to the logistics operator.

Once the order has been prepared or shipped, REVERSE cannot guarantee its cancellation. In that case, the User may exercise the right of withdrawal after receiving it, provided the conditions set out in this Policy are met.

6. Returns not permitted

For health protection and hygiene reasons, returns by way of withdrawal will not be accepted for:

  • Products that have been opened, consumed or whose security seal has been removed, altered or broken.
  • Products that have been used or tested.
  • Packs or kits marketed as a single unit when they are incomplete or any of their Products have been opened or unsealed.
  • Products whose primary packaging or seal has been damaged as a result of handling attributable to the User.

Damage to the outer transport packaging alone will not prevent a return, provided the Product remains closed, complete and with its security seal intact.

These limitations apply exclusively to returns by way of withdrawal and will not prevent the User from making a claim when the Product received is damaged, incorrect or presents a lack of conformity.

7. Damaged or incorrect Products

When the Product received is damaged, defective, expired, incomplete, does not match the order placed or presents any other lack of conformity, the User must notify REVERSE as soon as possible at soporte@rvrs.es, stating the order number and providing, wherever possible, photographs of the packaging and affected Product.

Early notification of the incident will facilitate verification and processing. However, failure to notify within three (3) days alone will not entail loss of the User's legal rights.

Once the incident has been verified, REVERSE will offer the appropriate solution free of charge in accordance with applicable regulations, which may consist of replacement of the Product, price reduction or refund of amounts paid.

8. Warranties and after-sales service

Products are subject to the legal guarantee of conformity provided for in consumer and user regulations. REVERSE will be liable for lack of conformity existing at the time of delivery on the terms and for the period legally established.

The warranty will not cover deterioration arising from ordinary consumption of the Product, expiry or best-before date, improper storage or handling or failure to comply with the usage and dosage instructions included on the labelling.