Manage a return

Article 68.1 of Spanish Royal Legislative Decree 1/2007, of 16 November, which approves the text of the General Law for the Defence of Consumers and Users establishes the Right of Withdrawal, the ability of the consumer and user to rescind from the contract, notifying the other contracting party within the period established for the exercise of that right, without the need to justify their decision and with no penalty of any kind.

It is the obligation of the contracting party to make available to the consumer or user a document for withdrawal or for the management of a clearly identified return (Art. 69.1 RDLg 1/2007).

The period for the consumer or user to exercise this right will be 15 days, which will be computed from the date of receipt of the product by the buyer or the collection date by an external agency at our facilities (ART. 71 RDLg 1/2007). The costs generated by the return of the product will be borne by the buyer (Art. 101.1 RDLg 1/2007).

In accordance with the foregoing, the applicant accepts and makes use of the Right of Withdrawal as covered by current regulations.

What are the reasons for a return?

• If you wish to return the order within 15 days of its receipt.
• If the product is under warranty.
• If the product is defective.
• If the product received has damage caused by transportation.

How to process a return or manage a guarantee?

ENTER YOUR ACCOUNT:

1 - Go to "returns" and add the "returns" references by selecting the original order where it was purchased.

1.1 - Indicate the reason for the return.

1.2 - Click finish.

1.3 - Wait for it to be delivered before continuing with the next steps.

PREPARE THE SHIPPING:

2. Keep the complete product with its accessories and original packaging in a strong box and send the product to

SEND THE PACKAGE:

3.1 - Send us the items to Dreamlove Poligono Industrial los paillos calle uno 3

RECEIVE THE MONEY:

4 -  After approval you will receive the refund in your wallet balance to use in your next order and if you wish you can send an email to:

sales@coolove.club

requesting that the balance be transferred to your bank account.

coolove.club has a simple, fast system
and effective for the management of your guarantees

What are the reasons for a product to be returned?

The product is defective

in which case it would be a product covered by the guarantee.

It does not meet expectations

the product does not meet your expectations and you want to return it and be refunded.

Damage

product damaged in transportation.

Learn more about returns

What is the deadline for returns?

15/20 days If you have bought a product, received it but do not want it.

2 years if it is a product under warranty that does not work.

24 hours for transport damage.

How long does it take to refund the money?

The deadline for receiving an answer is from 1 to 8 working days, from the time the package arrives at our facilities.

How do I get my money back?

It is paid in coin balance, and you can later request to receive the amount by sending an email to sales@coolove.club

How do I return two or more items from the same or different orders?

Add items from different orders or the same order and manage a single return.

Are there items that cannot be returned?

Yes, there are some products that cannot be returned. Products without their original packaging, which have been opened or that do not have their original seal. Lingerie products may not be returned, we strictly follow health and safety regulations. Damaged or incomplete products may not be returned. Products not acquired in Dreamlove. For this reason all our products incorporate security mechanisms that let us know whether or not the product was acquired at coolove.club.

Can I make a change?

No. For all products received, either as returns or under the guarantee the payment is first processed, and after receiving the amount in your balance you may arrange another purchase.

How can I manage returns from Ceuta, Canary Islands or Melilla?

For special taxation, to manage a return on your control panel and to process the return at your nearest post office once it has been accepted, send us a copy of the invoice where your tax data is clearly visible, and we will pay the shipping costs.

What is the time limit for a product guarantee?

The product warranty is 2 years for new items and 1 year for items on offer or purchased at the Outlet. Although it will depend on the policy of each manufacturer. The warranty starts from the invoice date. At coolove.club we have a non-detectable warranty seal with a code assigned to the product that identifies the date of shipment, which must coincide with the information provided by you.

How long does it take to process a warranty claim?

The period for this process is generally from1 to 5 working days, however we always do our best to accelerate the process.

Do I have to keep the original packaging?

When dealing with personal hygiene articles, it is essential to send the article in its original packaging. The need to store the original packaging in order to process the warranty is clearly stated in your website and physical store conditions. Store the product in its original packaging and place that into another box. In this way it will be protected during transport. You also need to include all the accessories.

I received a package that was handled or which was bashed

On some occasions, very much to our regret, a package suffers damage during transport which affects the items inside. If you have found a damaged package or that has signs of having been handled and the products inside are affected, we will take care of it immediately here at Dreamlove.

We ask you to please manage the return by indicating "The product or order has arrived damaged/handled" as the reason and we will take care of everything.

Select the affected products by selecting the order for this incident and click "Return". From the possible reasons for your query, choose "the product or order has arrived damaged/handled" and complete the rest of the sections.

Keep in mind that a cardboard box could have been bashed, but the products inside it are in perfect condition. The reason for packaging is to protect the products, so you should open the box carefully and check if the contents are in perfect condition. If there is no physical damage, there is no reason to declare a transport incident.

We usually don't ask you for photographs of the state in which you received the package, but you can do so at any time if you believe this helps.

On the other hand, if there is no physical damage, but you find that some product is not working as it should, then this would be covered under the warranty as "The product or order has arrived damaged/handled".