Refund policy

Right of withdrawal and product exchanges 

We want you to be completely happy with your purchase at Two Poles. If for any reason you change your mind, you have the right to withdraw from the contract of sale within fourteen (14) calendar days from the day on which you, or a third party indicated by you other than the carrier, took possession of the parcel. 

We do not carry out exchanges; if you wish, once your return has been processed you can place a new order on our website.

We will accept the return of products subject to the following conditions:

The item or items must be returned in their original condition, unused and unopened, unaltered, and with their guarantee seals intact. These are cosmetic products, so if they have been unsealed after delivery they are not suitable for return for reasons of health protection or hygiene.

• The item or items must be returned within fourteen (14) calendar days from the day on which you, or a third party indicated by you other than the carrier, took physical possession of the goods, together with the original proof of purchase.
• The item or items must be returned in their original packaging and must not have suffered any damage from improper use.
• The return will be approved beforehand by sending photographs showing that the products are unused and unsealed, which you will need to email to us.

How to make a return

1) Send us an email at helpme@twopoles.co including the following details:

• Order number
• Items you wish to return
• Name, phone number and email
• Reason for the return
• Photos that allow us to verify that the product is unopened

Once we confirm the return, please proceed as follows:

2) Prepare a parcel like the one you received, one that protects the product properly.

3) Arrange the return shipment using a carrier of your choice. In this case you must cover the cost of return shipping, which is non-refundable. You must send the parcel to the following address:

GALMA SKINCARE S.L.

Torre d'ara

Av cabrera 36, planta baja.

Office 05

08302 Mataró
Barcelona  (Spain)

The parcel must be sent as a registered parcel, so that it can be tracked in case it goes missing.

4) Once we have received your parcel and checked that it is in perfect condition, you will receive your refund in approximately 5-10 days.

The amount refunded is the one originally shown on the order and paid by the buyer, not including shipping costs. If the buyer used discount coupons in the purchase, these will not be refunded and only the amount actually paid for the returned product or products will be refunded. If the purchase included more than one product, the coupon will be deducted from the amount of the first return requested by the customer.  

Returns or exchanges for damaged products

If the product or products arrive damaged, or the order is incorrect due to TWO POLES or the carrier, you have two (2) calendar days to let us know by email at hello@twopoles.co and one week to make the return to the following address: 

GALMA SKINCARE S.L.

Torre d'ara

Av cabrera 36, planta baja.

Office 05

08302 Mataró
Barcelona  (Spain)

TWO POLES will arrange the collection of the parcel and cover the costs where applicable.

Once the order is received at our premises, its condition will be checked. Where the return is accepted, the amount of the item will be refunded using the same payment method used for the purchase.