Return Policy

Our Return Guidelines

1. Return Request

At Strlote, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the item meets the eligibility requirements outlined in this Return Policy and applicable consumer protection laws in Spain and the European Union.

If you wish to return an item for reasons other than a defective product, shipping damage, an incorrect item, or an error on our part, the item must be returned unused, unopened, and in its original condition. In these situations, customers are responsible for the return shipping costs unless otherwise required by applicable law.

Due to health, hygiene, and product safety considerations, Aromatherapy Candles and Fragrances must remain unused, unopened, and in their original packaging unless the item is defective, damaged during shipping, incorrect, materially different from its description, or otherwise eligible for return under applicable law.

If you receive a defective, damaged, incorrect, or significantly misdescribed product, please contact our customer support team within 30 days of delivery. After reviewing your request, we may provide a replacement, a full refund, a partial refund where appropriate, or reimbursement of reasonable return shipping costs when the issue results from our error or a defective product.

2. EU 14-Day Right of Withdrawal

If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase without giving any reason within 14 calendar days from the day you, or a third party designated by you (other than the carrier), receive the goods, in accordance with applicable EU consumer protection legislation.

To exercise your right of withdrawal, you must notify us of your decision before the 14-day withdrawal period expires by contacting our customer support team via email. Please include your order number and a clear statement that you wish to withdraw from the purchase.

Returned products should be sent back without undue delay and, where reasonably possible, in their original condition, unused, unopened, and with all original packaging and accessories. Customers are responsible for the direct cost of returning the goods unless otherwise required by applicable law or where the return results from our error.

Please note that the right of withdrawal may not apply to certain products where exemptions are permitted under applicable law, including sealed goods that have been opened after delivery and are not suitable for return due to health protection or hygiene reasons, personalized or custom-made products, and any other items excluded under applicable consumer protection legislation.

3. Return Requirements

To qualify for a return, products must:

  • Be returned within 30 days after delivery unless a longer period is required by applicable law.
  • Be unused, unopened, and in their original resalable condition for non-defective returns.
  • Include the original packaging, labels, seals, and any included accessories.
  • For Aromatherapy Candles and Fragrances, remain unopened and unused unless the return results from a manufacturing defect, shipping damage, incorrect shipment, or our error.
  • Not show signs of misuse, excessive wear, intentional damage, contamination, or unauthorized modification.
  • Include all items originally supplied with the order.

Return shipping costs depend on your location and selected shipping carrier. Customers are responsible for return shipping expenses unless the return results from our error, a defective product, shipping damage, an incorrect shipment, or where otherwise required under applicable consumer protection legislation.

4. Refund Processing

Once your returned package has been received and inspected, approved refunds are generally processed within 3–5 business days.

Refunds will be issued to the original payment method whenever reasonably possible. Depending on your financial institution or payment provider, additional processing time may be required before the refunded amount appears in your account.

Original shipping charges are generally non-refundable unless the return results from our mistake, a defective product, shipping damage, an incorrect shipment, or where reimbursement is required by applicable law.

5. Orders Marked as Delivered but Not Received

If your tracking information indicates that your package has been delivered but you have not received it, please contact us within 24 hours after the delivery notification whenever possible.

We will work with the shipping carrier to investigate the shipment. Depending on the outcome of the investigation, an appropriate resolution may include a replacement shipment, reimbursement, or a refund where applicable.

6. Exceptional Cases

  • If a customer refuses delivery or declines to accept a shipment without a valid legal reason, refunds will only be processed after the returned package has been received and inspected.
  • Original shipping charges are generally non-refundable unless the return is caused by our error, a defective product, shipping damage, an incorrect shipment, or where required by applicable law.
  • Returns sent without prior authorization may experience delays in processing.
  • For health and safety reasons, opened or used Aromatherapy Candles and Fragrances are generally not eligible for return unless they are defective, damaged, incorrect, or materially different from their description.
  • We reserve the right to refuse returns involving fraudulent claims, misuse, intentional damage, unauthorized modifications, or other violations of this Return Policy where permitted by applicable law.

Refund Request Procedure

Before returning any item, please contact our customer support team by email to obtain return authorization and detailed return instructions.

Please include the following information:

  • Full Name
  • Shipping Address
  • Email Address
  • Product Name
  • Order Number
  • Description of the issue
  • Photos showing any damage, defects, incorrect items, or other relevant issues (if applicable)

Once we receive your request, our support team will carefully review the information and, where appropriate, provide complete return instructions, including the correct return address and any additional requirements necessary to process your return efficiently.

Customer Service Information

Customer Service Email: [email protected]

Company Name: STREAMLINE LOGIC TECH SL

Return Address: Calle Juan Bravo, Num 3, Portal A, 28006 Madrid (Madrid), Spain