Refund policy
Last updated: 10 July 2026
1. Right of withdrawal
If you are acting as a consumer or user, you have 14 calendar days to withdraw from your purchase without having to give a reason.
This period includes Saturdays, Sundays and public holidays and starts on the day when you, or an authorised third party other than the carrier, receive the order.
To exercise your right of withdrawal, you must notify us of your decision within the applicable period by email to:
ecommerce@powernaturallife.com
Your request must include:
Full name.
Order number.
Product or products you wish to return.
Date the order was received.
Reason for the return, optionally.
Once we receive your request, we will send you the instructions required to complete the return.
2. Return conditions
For a return to be accepted, the product must be:
Unused, unconsumed, unhandled and unaltered.
In perfect condition.
Closed and, where applicable, with its original seal intact.
In its original container and packaging.
Complete with all included accessories, documentation and components.
Properly protected to prevent damage during return transport.
The customer will be responsible for any loss in value of the product caused by handling beyond what is necessary to establish its nature, characteristics or functioning.
Returns sent without prior contact with Power Natural Life will not be accepted.
3. Products excluded from the right of withdrawal
For health protection, hygiene and safety reasons, returns will not be accepted for:
Products that have been opened, used, consumed, handled or partially emptied.
Products whose seal, closure or security seal has been removed, broken or altered.
Opened or unsealed containers.
Products liable to deteriorate or expire rapidly.
Customised products or products manufactured or prepared to the customer's specifications.
Products which, after delivery, have become inseparably mixed with other goods.
Products damaged due to improper storage, preservation or handling by the customer.
These exclusions do not apply where the product is defective, arrived damaged or does not correspond to the item ordered.
4. Return costs
Where a return is due to a change of mind or the exercise of the right of withdrawal, the direct cost of returning the goods will be borne by the customer.
The customer may choose the transport company and is responsible for ensuring that the product reaches our facilities correctly. We recommend using a tracked shipping service.
Power Natural Life is not responsible for returns that are lost, damaged in transit or sent by the customer to an incorrect address.
Where the return is due to the product received being incorrect, defective or damaged on arrival, Power Natural Life will bear the collection or return costs.
5. Return address
Authorised returns must be sent to:
Power Natural Life S.L.U.
Carretera a Moledo S/N
Polígono Industrial Miraflores, Nave 13
36214 Vigo, Pontevedra
Spain
Products must not be sent to this address without first receiving authorisation and instructions from our team.
6. Damaged, defective or incorrect products
The customer should inspect the order when it is received.
If the product has arrived damaged, is defective or does not correspond to the item ordered, please contact us as soon as possible at:
ecommerce@powernaturallife.com
Your communication should include:
Order number.
Description of the issue.
Photographs of the product received.
Photographs of the outer and inner packaging.
Photograph of the shipping label, where necessary.
Once the issue has been verified, Power Natural Life may offer, as appropriate:
Replacement of the product.
Shipment of the correct product.
A full or partial refund of the amount paid.
In these cases, collection or return will be free of charge for the customer.
7. Inspection of returned products
Once the product has been received, we will check that it meets the conditions set out in this policy.
Power Natural Life may refuse the return or reduce the amount refunded where the product:
Has been opened, used, consumed or handled.
No longer has its original seal.
Shows damage not attributable to the initial transport.
Does not include its original packaging, accessories or documentation.
Cannot be resold for reasons attributable to the customer.
Receipt of the parcel at our facilities does not in itself imply automatic acceptance of the return.
8. Refunds
Once a return has been approved, the refund will be made using the same payment method used for the purchase, unless another method is expressly agreed.
The refund will include:
The price of the returned products.
The cost of the standard delivery method originally selected, where legally applicable.
Any difference corresponding to more expensive delivery methods voluntarily chosen by the customer, such as express delivery or special services, will not be refunded.
The refund will be made without undue delay and no later than 14 calendar days from the date on which we are informed of the decision to withdraw.
Power Natural Life may withhold the refund until the returned products have been received or until the customer provides valid proof of return, whichever occurs first.
The time required for the amount to appear in the customer's account may depend on the bank or payment service provider used.
9. Product exchanges
As a general rule, direct product exchanges are not offered.
To purchase a different product, the customer must request the return of the original item, provided that it meets the applicable conditions, and place a new order.
Where a product is defective, incorrect or damaged on arrival, Power Natural Life may arrange a direct replacement.
10. Refused or uncollected orders
Where an order is returned because the recipient refused it, failed to collect it, provided an incorrect address or did not respond to delivery attempts, the costs incurred for shipping and returning the parcel may be deducted from the refund where legally permitted.
No refund will be made for products that can no longer be resold due to the time elapsed, their storage conditions or causes attributable to the customer.
11. Purchases made by businesses or professionals
The statutory 14-day right of withdrawal applies to consumers and users acting for purposes outside their business or professional activity.
Returns relating to purchases made by companies, self-employed professionals or other professionals must be authorised in advance by Power Natural Life and will be subject to the commercial terms agreed in each case.
12. Contact
For any query relating to returns, incidents or refunds, you can contact us at:
Power Natural Life S.L.U.
Email: ecommerce@powernaturallife.com
Address: Carretera a Moledo S/N, Polígono Industrial Miraflores, Nave 13, 36214 Vigo, Pontevedra, Spain.