Refund policy
Returns & Refund Policy
This store, tallora.store, is operated by Lucas Diez. We want you to love your Tallora balm. If something isn't right, this policy explains your options.
1. Our 90-day guarantee
If you change your mind, you can return your jar within 90 days of receiving it, as long as it is unopened, unused, with its seal intact and in its original packaging. Once we receive and check it, we will refund 100% of the product price.
2. Your legal right to cancel (14 days)
If you live in the United Kingdom or the European Union, you also have the legal right to cancel your order within 14 days of receiving it, without giving any reason. To use this right, contact us at lucasdiezbolso@gmail.com with your order number and a clear statement that you wish to cancel. You must then send the item back within 14 days of telling us.
3. Opened products (hygiene exception)
For health and hygiene reasons, skincare products that have been opened or had their seal broken after delivery cannot be returned, unless they are faulty. This does not affect your rights for damaged, defective or incorrect items.
4. Damaged, faulty or wrong items
Please check your order when it arrives. If your jar is damaged, faulty or not what you ordered, contact us within 30 days of delivery with your order number and a photo of the item and packaging. We will send you a free replacement or a full refund, whichever you prefer, and you will not need to pay for any return shipping.
5. How to return an item
- Email us at lucasdiezbolso@gmail.com with your order number and the reason for your return.
- We will reply with return instructions within 2 business days.
- Send the item to: [RETURN ADDRESS]
Items sent back without contacting us first may be delayed in processing.
6. Return shipping costs
If you are returning an item because you changed your mind (sections 1 and 2), you are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be responsible for returns lost in transit. If the item is damaged, faulty or incorrect, we cover all costs.
7. Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 14 days of receiving the returned item. Depending on your bank, it may take a few extra days for the money to appear in your account. If you haven't received your refund after 14 days, please contact us at lucasdiezbolso@gmail.com.
8. Exchanges
As we sell a single product, we don't offer exchanges. If your item is damaged or faulty, we will replace it free of charge (see section 4).
9. Contact
For any question about returns or refunds, email us at lucasdiezbolso@gmail.com. We aim to reply within 2 business days.