Return and claim rules
Return policy
If you are not completely satisfied with a Mirroro’s beauty purchase, we welcome your return within the next 30 days of purchase, the first 14 without any explanation, you will receive a full refund of your payment. You can have the opportunity to return the product within days 15 to 30 since the purchase, but you will receive a voucher to purchase something different from all of our products. So as to complete the return, you must have proof of purchase. The exchange must be made according to our prepaid return label. In order to apply this policy, the product must be returned in perfect condition and without open it. Mirroro reserves the right to limit returns or exchanges. All returns are subject to validation and approval at Mirroro’s discretion.
Returns will be processed within 3 business days of receipt at our warehouse, and you will receive a credit confirmation with your refund amount once your return has been fully processed. The time to post a credit to your account can vary and is determined by the issuing bank. When canceling a purchase, Mirroro will give you a refund within 14 days of receiving the cancellation request, however, the refund can be delayed if they haven’t received the goods or evidence that the return was made. The delivery costs will be endured by the client.
All items may be returned when dealing with a defective product; if this is not the case, none but packed perfumes can be returned. Neither do discounted items nor products with visible signs of use, are suitable for being returned.
Please follow the upcoming steps to initiate a return:
1.- Reply to your order confirmation email to request the ones that you would like to return.
2.- Print the prepaid return shipping label that you will receive by email.
3.- Send all items back to Mirroro using the label provided.
4.- Please be aware of the dates, as in the first 14 days you will receive a full refund, the next 16 days you will get credit store or a voucher so that you can use another product.
5.- We will appreciate receiving some feedback on the reasons that make you return our product.
Complaints
The objective of the policy
Mirroro seeks to maintain and enhance our reputation of providing you with high-quality products and services. We appreciate complaints as they allow us to improve our products, and services.
Mirroro is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels. We have a Complaints Policy to assure all complaints are handled effectively and efficiently. As a customer of ours, you have the right to make a complaint to us. The following specifies our procedures and policy for the handling of complaints.
Mirroro is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both, our customers and staff, on the manner in which Mirroro receives and manages your complaint. We are bound to being fair, consistent, and impartial when handling your complaint.
The objective of this policy is to ensure:
You are aware of our complaint lodgment and handling processes,
- Both of you and our staff understand our process
- Your complaint is investigated impartially with a balanced view of all information or evidence
- We act with due care so that we are able to protect your personal information
- Your complaint is considered on its merits taking into account individual circumstances and needs.
Definition of a complaint
This policy means an expression of dissatisfaction by a customer relating to the service provided by us.
Methods to complaint
If you are dissatisfied with a service provided by us, you should speak directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can complain to us in one of the following ways:
By completing a feedback form on our website www.mirroro.es___
By telephoning us on _+34 649 128 619___
By emailing us _info@mirroro.es___
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
Necessary information to proceed with a complaint
Once we start investigating your complaint, we will rely on information provided by you together with the one we may already be holding. To help us investigate your complaint we gently ask you for the following information:
- Your name and contact details
- Name of the person you have been dealing with about your service
- Nature of the complaint
- Details of any steps you have already taken to resolve the complaint
- Details of conversations you may have had with us that may be relevant to add them to your complaint
- Documentation which supports your complaint
If you need help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance please contact: klimo@mirroro.es
Recording complaints
When taking a complaint, we will record your name together with your contact details. Furthermore, we will record all details of your complaint too. Your personal details will be protected from disclosure unless you expressly consent to its disclosure. The recordings will be retained for at least 2 years.
Feedback to customers
Mirroro is committed to answering and solving every inquiry and/or complaint you, as a customer, have. We will acknowledge receipt of your complaint within 3 business days. There may be cases in which we will need to make clear some aspects to proceed with the investigation, in this respect, it may take up longer. Notice that we will keep you informed of the progress of your complaint, proposed actions, and the expected timeframe for resolution. Ended with the complaint, we will guide you on the steps to follow and inform you about the solution.
Compensation
Financial compensation will only apply in exceptional cases where the loss or suffering is considered to warrant such a payment, where a complainant has suffered injustice or hardship resulting in direct financial loss due to the actions of our administration.
