Return & Refund Policy 14‑day right of withdrawal – DiaQuilin
📅 Last updated: April 2026 | Applies to customers in Spain (ES), Poland (PL), Hungary (HU), Estonia (EE)
At DiaQuilin, we want you to feel completely confident when trying our product. If you are not entirely satisfied with your purchase, you have the right to return the goods without giving any reason within 14 calendar days from the day you receive your order, in line with EU consumer protection legislation. This policy explains your rights and how to proceed with a return.
1. Right of withdrawal (cooling-off period)
Under the Consumer Rights Directive 2011/83/EU and the national laws of Spain, Poland, Hungary, and Estonia, consumers who purchase goods online have a 14-calendar-day withdrawal period after receiving the product. During this period you may cancel your purchase for any reason, even if the product is not faulty.
✅ You have 14 days from the delivery date to notify us of your decision to return DiaQuilin.
✅ After notifying us, you have another 14 days to send the product back to us.
✅ We will refund the full price of the product (including standard delivery costs) within 14 days of receiving your cancellation request.
2. Conditions for return
To be eligible for a full refund, please follow these conditions:
The product must be unused, in its original packaging, and in a re-sellable condition.
You must contact our support team within 14 days of receiving the parcel to declare your wish to return.
If the product is damaged or defective upon arrival, please notify us within 48 hours with photos for a full refund or replacement at no cost to you.
We do not accept returns on products that have been opened, partially consumed, or damaged due to mishandling after delivery.
3. How to initiate a return
To return your DiaQuilin order, follow these simple steps:
Contact us – Send an email to support@diaquilin.shop with your order number and the reason for return (optional).
Receive return instructions – You will receive a confirmation email with the return address and any necessary forms (depending on your country).
Pack and ship – Securely repackage the product. We recommend using a tracked shipping service, as you are responsible for the return goods until they reach us.
Send us the tracking number – Once shipped, forward the tracking number to support@diaquilin.shop.
Once we receive the returned product and verify its condition, your refund will be processed.
4. Return costs (Who pays for shipping?)
📍 Important by country: customers are generally responsible for return shipping costs unless the product is faulty. Below are the specific expectations for each market:
🇪🇸 Spain (ES): Customers bear the direct return costs, unless we have informed you otherwise or the product is defective. Under Spanish law (Real Decreto Legislativo 1/2007), return shipping is at your expense when you exercise your right of withdrawal without fault.
🇵🇱 Poland (PL): According to the Polish Consumer Rights Act, you must cover the direct cost of returning the goods unless the seller has agreed to bear them. Standard return shipping is therefore paid by the buyer.
🇭🇺 Hungary (HU): Hungarian consumer protection law (Act CLV of 1997) allows the trader to require the consumer to pay the return costs, as long as this information is provided before the contract is concluded. We clearly state that return shipping is to be covered by the customer, except in cases of defective products.
🇪🇪 Estonia (EE): Under the Estonian Law of Obligations Act, the consumer is only responsible for return costs if the trader has informed them beforehand. Our policy requires the buyer to cover return postage unless the product does not match the order or is faulty.
No restocking fees are charged. If we made a shipping error (wrong product/damaged), we will provide a prepaid return label and cover all costs.
5. Refund process
Once you have notified us of your cancellation and we have received the goods (or you have provided proof of return), we will refund you within 14 calendar days. The refund will be issued using the same payment method you used during checkout.
Refund amount: You will receive the full product price plus the standard delivery fee you originally paid. Express shipping upgrades are non-refundable unless the return is due to our error.
Refund timeline: We aim to process refunds within 5 business days after inspection, but never later than 14 days after your cancellation notice.
Payment proof: You will receive a confirmation email once the refund has been initiated.
6. Exceptions – where the right of withdrawal does NOT apply
In accordance with EU law, the 14‑day return right does not apply to certain categories of goods. Although DiaQuilin is generally eligible for return, there are a few specific situations:
Products that have been sealed for health protection or hygiene reasons and have been opened after delivery (e.g., if the inner safety seal is broken).
Products that are customised, personalised, or made to order.
If the goods have been clearly used, partially consumed, or damaged by the customer beyond simply opening the outer packaging.
⚠️ If the outer safety seal is intact and you simply opened the shipping box but did not use the capsules, the return can still be accepted.
7. Defective or damaged products
In the unlikely event that you receive a damaged or defective DiaQuilin box, please contact support within 48 hours of delivery. We will arrange a replacement or full refund at no extra cost, including return shipping if necessary.
For EU consumer rights in cross-border purchases, you are also protected by the EU Consumer Centre (ECC-Net). If you encounter any issues, feel free to contact us first or reach out to your local European Consumer Centre.
8. Contact information & support
If you have any questions or need help with a return, please reach out to our customer service team:
📍 Our office: DiaQuilin EU Logistics, Calle del Alcalde 21, 28014 Madrid, Spain
We typically respond to all emails within 1 business day.
🔁 Need to return a product? – Quick checklist
☐ Notify us within 14 days of receiving the package → email support@diaquilin.shop
☐ Ensure the product is unused and in original packaging
☐ Ship the return at your own cost (unless defective) to the address we provide
☐ Provide a tracking number
☐ Refund is processed within 14 days of cancellation notice
📜 This return policy is compliant with the following the European Consumer Rights Directive and the respective national laws of Spain (Real Decreto Legislativo 1/2007, modified by Law 3/2014), Poland (Consumer Rights Act of 30 May 2014), Hungary (Act CLV of 1997 on Consumer Protection), and Estonia (Law of Obligations Act § 56).