Exchanges, returns and refunds

 

 

The client has at his disposal 30 calendar days from the purchase date to make a return.

Conditions of return

  • Returns must be previously accepted by UNIXENCE.
  • The product must be in perfect condition, without having been manipulated, damaged or altered.
  • The return shipping costs are the buyer's responsibility, even if the order exceeded the amount for free shipping. The initial shipping costs will not be refunded, only reimbursement will be made the amount of the returned product.
  • If the product is defective or there has been a error in sending On the part of UNIXENCE, the company will assume the return costs. In all other cases, return shipping costs will be borne by the buyer.
  • FREE in-store returns: You can return your order at no additional cost to our physical store:
    📍 Calle General Díaz Porlier 16, 28001, Madrid
  • ⚠️ Important notice: temporary closure of the physical store
    • Our physical store will be closed from August 1 to 24, 2025. During this period, the in-store return option will not be available. 
    • If you need to make a return, you can choose either of the other two available options (explained below).

Refund process

Once the return is received at our offices, we will verify the condition of the product and proceed. immediately to the refund of the amount through the same payment method used in the purchase.

⚠️ Important: If you receive a defective product, contact us as soon as possible so that we can manage the incident.

 

How to request a refund?

To be able to proceed with the return follow the instructions below:

  1. Enter your profile. (Profile Link)
  2. Once inside you will be able to see all your orders, select the order that you want to return.
  3. Click on "Request a refund".
  4. Select a return reason and you'll receive an email with all the details for your return. You have three options:
    • Free in-store returns.
    • Return cost of €4.95 by home collection.
    • Return at own expense.

 

Shipping options

With the package already prepared:

  1. 🏠 Home pickup (Spain and Portugal only)
    We will send a courier to your order's shipping address. The cost of this service is €4.95, which will be deducted from the refund of the product to be returned. The initial shipping costs will not be refunded under any circumstances, only the amount of the returned product will be refunded.

    • You must indicate a time slot for collection, with a minimum of 2 hours margin and the maximum schedule you prefer (for example, from 10:00 to 14:00). It must be between 10:00 and 19:00 hrs.
    • You won't need to print any labels. Our delivery agency GLS will be responsible for labeling the package. Just make sure you have it ready for pickup.
    • This option is available only for Orders placed in Spain and Portugal.

  2. 📦 Self-return:
    You can use any courier service of your choice, assuming the cost of return shipping.

    • Before sending the package, it is necessary that let us know in advance so that we can properly manage the receipt of the product and track the return.
    • You can contact us by e-mail to devoluciones@unixence.com or by WhatsApp to the 607 825 894.
    • The shipping address is:
      C/ General Díaz Porlier 16 (UNIXENCE Store), 28001 - Madrid, Spain.
    • For the orders placed outside of Spain, this option will be the only one available. (Germany, Italy, France, Netherlands)

Changes in size or color

Orders placed in Spain and Portugal:

If you want to exchange an item for a different size or color, just follow these steps:

  1. Request a refund of the product through the options available in our return policy (please note that return shipping costs will be borne by the customer).
  2. When making the return, indicate in the comments the new size or color you wish to purchase.
  3. We will take care of the shipping costs of the new item, even if the minimum amount for free shipping has not been reached.

There's no need to place a new order, as we'll process the exchange directly within the return process.

Orders Placed in Germany, Italy, France and the Netherlands:

  1. You must make a self-return of the item you wish to exchange.
  2. Once the return has been processed, you will need to place a new order with the desired size or color.

  

How much will I get and when will I receive my refund?

  • It will be refunded only the amount of the returned product, excluding shipping costs.
  • SIf you used our courier service, they will be discounted €4.95 of the refund.
  • OROnce we receive and verify the product, a refund will be issued.

Deadlines:

  • ANDThe refund is made within a maximum of 72 hours after verification.
  • PIt may take between 24 and 48 business hours to be reflected in your account, according to your bank.
  • ANDIn some cases, especially with PayPal, the process can extend up to 10-15 days.

🔺 UNIXENCE reserves the right to not making the refund if the product is not returned in the same condition in which it was sent.