Refund policy

Returns and Refunds Policy

Last updated: July 2026.

At OBSESSIVE, we want you to shop with complete confidence. We fully respect your statutory consumer rights and, in addition, offer additional commercial guarantees. Below, we explain your rights and how to exercise them.

1. Statutory Right of Withdrawal (14 Days)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days from the date you receive the product, without having to provide a reason and without penalty, in accordance with Spanish Royal Legislative Decree 1/2007 (General Law for the Protection of Consumers and Users) and Directive 2011/83/EU.

  • How to exercise your right: notify us of your decision before the 14-day period expires by sending an unequivocal statement to devoluciones@obsessivesmiles.com. You may use the model withdrawal form in Section 8 (this is not mandatory).
  • Returning the product: you must send it back without undue delay and no later than 14 calendar days after notifying us of your decision, to the address indicated in Section 7.
  • Refund: we will refund all payments received from you, including standard outbound delivery costs, without undue delay and no later than 14 calendar days after receiving your withdrawal notification. We may withhold the refund until we receive the product or until you provide proof that it has been returned. The refund will be made using the same payment method used for the original transaction, at no additional cost to you.

If you selected a delivery method that is more expensive than the least expensive standard delivery option we offer, we are not required to refund the additional cost. The direct cost of returning the product is borne by the customer, unless the product is defective or incorrect (Section 4). You are only responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature and functionality.

2. Health and Hygiene Exception

In accordance with Article 103(e) of Spanish Royal Legislative Decree 1/2007, the right of withdrawal does not apply to sealed products that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery.

Due to their nature, gels, strips, and other teeth-whitening and oral hygiene products that have been opened or unsealed cannot be returned once their safety seal has been removed. You may exercise your right of withdrawal if they remain closed, unopened, and with the original seal intact.

3. Statutory Guarantee of Conformity (3 Years)

All our products are covered by the 3-year statutory guarantee of conformity from the date of delivery, in accordance with Articles 114 et seq. of Spanish Royal Legislative Decree 1/2007.

  • In the event of a lack of conformity, you are entitled to repair, replacement, a price reduction, or termination of the contract, under the conditions established by law.
  • During the first 2 years, it is presumed that the lack of conformity already existed at the time of delivery, unless proven otherwise.
  • The limitation period for bringing a claim is 5 years from the date the lack of conformity becomes apparent.

To make a claim under this guarantee, contact us at devoluciones@obsessivesmiles.com with your name, order number, and a description of the issue (and, if possible, photographs).

4. Defective, Damaged, or Incorrect Product

If you receive a product that is defective, damaged in transit, or different from the one you ordered, please contact us at devoluciones@obsessivesmiles.com as soon as possible, attaching a photograph of the item and its packaging.

  • In these cases, OBSESSIVE will cover all return and replacement shipping costs.
  • Once we have verified the issue, we will send you a replacement product at no additional cost or, if you prefer, issue a refund.
  • We recommend reporting any visible shipping damage as soon as possible, as this will help us process your claim more quickly, although it does not limit your statutory guarantee rights.

5. Extended Commercial Returns (30 Days) and Exchanges

In addition to and independently of your statutory rights, we voluntarily offer:

  • Commercial returns (30 days): you may return unopened products in their original condition within 30 calendar days of delivery. For these non-defective returns, the customer is responsible for the return shipping costs, and the purchase price of the product will be refunded.
  • Exchanges (14 days): request an exchange within 14 days of delivery by contacting devoluciones@obsessivesmiles.com with your name, order number, and the item you would like to receive. The exchange must be for an item of equal or greater value. If the replacement item is of lower value, we will issue a non-expiring voucher for the difference. If it is of greater value, you must pay the difference via PayPal or bank transfer. The customer is responsible for the outbound shipping costs of the exchange; OBSESSIVE will cover the return shipping costs via express delivery.
  • Promotional gifts: if your order included a promotional gift and you return the main product, you must also return the gift. Otherwise, its value will be deducted from the amount refunded.

6. Subscriptions

If your order includes a subscription, it is the customer's responsibility to manage or cancel the subscription before renewal. Renewals that have already been processed and delivered are not eligible for a refund, without prejudice to the 14-day statutory right of withdrawal applicable to each delivery and the statutory guarantee.

7. Return Address

Unless we provide you with a different address for your specific case, please send returns to our logistics center in Spain:

OBSESSIVE – Returns
BEEPING - Carrer dels Artesans, 29, 46970 Alaquàs, Valencia, Spain

We recommend using a tracked shipping method. The return shipment remains your responsibility until we receive it; we are not responsible for packages lost during return transit where the return shipping is your responsibility.

8. Model Withdrawal Form

You may copy and send us the following form (its use is not mandatory):

To OBSESSIVE (devoluciones@obsessivesmiles.com — Polígono Azasol, Calle Perú 8, Las Rozas de Madrid, 28290, Madrid, Spain):

I hereby give notice that I withdraw from my contract of sale for the following product:

Product: __________________________
Order number: __________________________
Order date / Date received: __________________________
Consumer's name: __________________________
Consumer's address: __________________________
Date: __________________________
Signature (only if submitted on paper): __________________________

9. Contact and Dispute Resolution

Please always include your name and order number so that we can process your request as quickly as possible.

Online Dispute Resolution (ODR): in accordance with Regulation (EU) No 524/2013, the European Commission provides European Union consumers with an online dispute resolution platform, available at: https://ec.europa.eu/consumers/odr. Our contact email address for these purposes is devoluciones@obsessivesmiles.com.