Effective as of: June 8, 2026
1. Purpose
1.1. This Policy governs the conditions for requesting returns, exchanges and refunds of products purchased at C.16 Beauty Studio.
1.2. This Policy is part of the store's Terms and Conditions and applies without prejudice to the consumer's non-waivable rights recognized by Ecuadorian law.
1.3. Consumers who purchase products through electronic means in this store are entitled to return or exchange the goods within the legal term of fifteen (15) days after receipt, pursuant to article 45 of the Organic Law for Consumer Protection (Ley Orgánica de Defensa del Consumidor), provided that the product is in the same condition in which it was received and its nature so permits.
2. Legal right of return or exchange
2.1. Consumers who purchase goods or services through any means have the right to return or exchange them within the legal term of fifteen (15) days after receipt of the good or service, provided that the nature of the good permits it and the good is in the same condition in which it was received.
2.2. In the event of a valid return, no credit notes, compensatory goods or services will be given in place of the amount paid, unless the consumer expressly accepts it and their non-waivable rights are not affected, in accordance with the applicable Ecuadorian regulations.
2.3. C.16 Beauty Studio will respect the applicable legal term at all times. Without prejudice to the consumer's legally recognized term, the operating conditions for accepting voluntary returns are described in section 3 of this Policy.
3. Conditions for accepting returns or exchanges
3.1. Due to the nature of cosmetic, hair-care and personal-care products, and for hygiene and safety reasons, returns or exchanges will only be accepted when the following conditions are jointly met:
a. The product has not been opened and retains all its original security seals intact.
b. The product is complete and in the same condition in which it was shipped, including original packaging, box, labels, seals, accessories, samples, promotional gifts, manuals and the corresponding proof of purchase.
c. The return or exchange request is submitted within a maximum of seven (7) days from receipt of the order.
d. Verification of serial numbers, lot numbers or security codes of the products is allowed, in order to confirm that they correspond exactly to the units dispatched by C.16 Beauty Studio. C.16 Beauty Studio may reject the return when those numbers do not match the dispatch records or show signs of alteration.
e. The nature of the product permits its return or exchange.
3.2. The provisions of this section do not limit or restrict the rights that Ecuadorian legislation grants to the consumer in cases of defective products, dispatch errors, incorrect products, incomplete products, lack of conformity or applicable legal warranty, in which cases the request will be handled in accordance with the regulations in force even if the product was opened to verify the defect.
4. Cases in which a return or exchange may not proceed
4.1. Except in cases of defect, dispatch error, legal warranty or other applicable obligation, C.16 Beauty Studio may refuse returns or exchanges in the following cases:
a. products that have been opened, used or tested;
b. products without a security seal or with a broken seal;
c. products with altered containers, caps, dispensers, boxes, labels or packaging;
d. products with spills, contamination, odors, residues, mixing or tampering;
e. incomplete products or products missing accessories, gifts, samples or delivered components;
f. products whose serial numbers, lot numbers or security codes do not match the dispatch records or show signs of alteration;
g. products damaged by improper use, inadequate storage, exposure to heat, moisture, impacts or handling after delivery;
h. products purchased in promotions with duly communicated special conditions, provided that legal rights are not affected;
i. requests submitted outside the applicable period;
j. products whose nature does not permit return for hygiene or safety reasons.
4.2. No restriction in this section will affect the consumer's rights in cases of defective products, dispatch errors, misleading information, lack of conformity or applicable legal warranty.
5. Requirements to request a return or exchange
5.1. The customer must send a request to soporte@c16beauty.com or via WhatsApp +593 96 362 3563 with the following information:
a. order number;
b. first and last name;
c. email and telephone number;
d. product subject to return or exchange;
e. reason for the request;
f. photographs of the product, packaging, labels, seals, serial numbers and delivery waybill;
g. proof of purchase;
h. in the case of a defect, a clear description of the issue.
5.2. C.16 Beauty Studio may request additional information to validate the case.
5.3. The request must be submitted within seven (7) days of receipt of the order, without prejudice to the legal term applicable to the consumer.
6. Procedure
6.1. Upon receiving the request, C.16 Beauty Studio will conduct a preliminary review of the information within forty-eight (48) working hours.
6.2. If the request meets the minimum requirements, C.16 Beauty Studio will inform the customer of the procedure to:
a. hand the product over to a courier;
b. coordinate a pickup;
c. deliver it at a physical location;
d. send additional evidence.
6.3. The product will be reviewed physically or through sufficient evidence, including verification of seals, packaging and serial numbers, lot numbers or security codes.
6.4. Approval of the return, exchange or refund will be subject to verification of the product's condition, timing, nature, reason and compliance with this Policy.
6.5. C.16 Beauty Studio will inform the customer of its decision within five (5) business days from the physical receipt of the product or the complete delivery of the required evidence.
7. Return costs
7.1. Transportation costs for returns will be borne as follows:
a. if the return is due to an error by C.16 Beauty Studio, an incorrect product, a defective product or an incomplete order: the cost will be fully borne by C.16 Beauty Studio;
b. if the return is due to the customer's decision and is legally valid: the transportation cost will be borne by the customer;
c. if the product does not meet the return conditions and must be sent back to the customer: the re-shipment cost will be borne by the customer.
7.2. C.16 Beauty Studio must inform the customer of any applicable cost before proceeding, unless there is a legal obligation to the contrary.
8. Exchanges
8.1. If the customer requests a product exchange and the request is approved, C.16 Beauty Studio may offer:
a. an exchange for the same product, if in stock;
b. an exchange for another product of equal value;
c. an exchange for another product of greater value, with the customer paying the difference;
d. a refund, where applicable.
8.2. Exchanges will be strictly subject to stock availability at the time of processing.
8.3. If the product requested for the exchange is not available in inventory, C.16 Beauty Studio will promptly inform the customer of the available commercial alternatives.
9. Refunds
9.1. When a refund is applicable, C.16 Beauty Studio will return the corresponding amount by reversing the transaction through PayPhone for card payments, or by direct bank transfer for other payment methods, as applicable.
9.2. The internal period to initiate the refund process will be up to seven (7) business days from the date the return is approved.
9.3. The time it takes for the money to be effectively reflected in the customer's account, card or payment method will depend on the processes of PayPhone, the issuing bank, the financial institution or the corresponding payment processor.
9.4. If the customer paid by card and deferred the purchase in up to 12 installments with interest, the reversal, cancellation, refund or interest adjustment will depend on PayPhone, the issuing bank and the financial conditions of the card. C.16 Beauty Studio will only process the return of the net amount that corresponds according to the approved transaction and the applicable regulations.
9.5. No credit notes, compensatory goods or services will be issued in place of the amount paid when a monetary refund is legally due, except with the consumer's express and valid acceptance where the law permits it.
10. Defective product or dispatch error
10.1. If the product arrives defective, damaged, incomplete or different from what was purchased, the customer must report it within a maximum of forty-eight (48) hours from receipt of the package, by sending a notification to soporte@c16beauty.com.
10.2. The customer must keep the product, packaging, labels, shipping waybill, proof of purchase and the corresponding photographic evidence.
10.3. C.16 Beauty Studio will review the case and, if applicable, may offer replacement, exchange, repair where appropriate, return or refund, in accordance with the applicable regulations.
10.4. Damage caused by the following will not be considered a defect attributable to C.16 Beauty Studio:
a. use other than as indicated by the manufacturer;
b. mixing with other products;
c. incorrect application;
d. inadequate storage;
e. handling after delivery;
f. exposure to temperature, humidity or conditions not recommended;
g. allergies or individual reactions not attributable to an intrinsic defect of the product.
11. Promotional products, bundles and gifts
11.1. If the product was purchased as part of a bundle, kit, promotion or with a gift, the return must include all products, accessories, samples, gifts or benefits delivered, unless C.16 Beauty Studio indicates otherwise.
11.2. If the customer does not return the complete bundle or the associated gifts, C.16 Beauty Studio may deduct the proportional value of the items not returned, provided this is legally permissible and has been communicated.
12. Cancellations
12.1. The customer may request the cancellation of the order before dispatch by writing to soporte@c16beauty.com / WhatsApp +593 96 362 3563.
12.2. If the order has already been dispatched, this Policy and the Shipping Policy will apply.
12.3. If the cancellation is valid, the refund will be processed in accordance with the refunds section.
13. Rejection of a return
13.1. If C.16 Beauty Studio determines that the return is not valid, it will inform the customer of the reasons for the refusal.
13.2. In that case, the customer may pick up the product or request its re-shipment, bearing the shipping and freight costs corresponding to the new delivery.
13.3. The customer retains the right to file complaints with the competent authorities if they do not agree with the decision.
14. Handling of claims
14.1. Requests for returns, exchanges or refunds will be handled through the following official communication channels:
- Email: soporte@c16beauty.com
- WhatsApp / Phone: +593 96 362 3563
- Service hours: Monday to Friday, during business hours from 09:00 to 18:00
14.2. In order to process the request, the customer must include the order number, their complete contact details, the detailed reason for the claim and the corresponding photographic or video evidence.
15. Authorities and consumer rights
15.1. This Policy does not limit, restrict or waive the non-waivable rights recognized by the Organic Law for Consumer Protection (LODC) or by other applicable rules within the legal system of the Republic of Ecuador.
15.2. Consumers may freely turn to the competent administrative authorities (such as the Ombudsman's Office or the LODC control commissions) or judicial authorities when they consider that their rights have been violated within the consumer relationship.