Política de reembolso
This policy explains how returns, exchanges, and refunds work when you buy from silexd.com, including an important exception for opened intimate products.
Last updated: 21/08/2026
Seller: CNEX AIE S.L.
Tax ID (NIF/CIF): B64769748
Registered address: Camí de Ca La Madrona, 5-7, Pol. Ind. Mata-Rocafonda, 08304 Mataró (Barcelona), Spain
Email: info@cnex.es
Phone: +34 933 806 526
1. Your 14-day right to return
If you are a consumer resident 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 needing to give a reason, in accordance with Directive 2011/83/EU.
To meet the deadline, it is enough to send us your notice of withdrawal before the 14-day period expires.
2. Condition required for a return
To be eligible for a return, products must be unused, unopened, in their original condition and packaging, with all seals intact, and accompanied by proof of purchase.
3. Exception: opened intimate products
For hygiene and health-protection reasons, the right of withdrawal does not apply once a sealed intimate product has been unsealed or its protective seal removed. This exception is provided for under Article 16(e) of Directive 2011/83/EU and applies to all intimate and personal-care products sold on silexd.com.
You can return an intimate product if its seal and original packaging remain intact and unopened. You cannot return it once the hygiene seal has been broken, even if unused. This exception does not affect your rights under the legal warranty (Section 8) if the product is faulty, damaged, or incorrect.
4. How to request a return
Email info@cnex.es with your order number, the item(s) you wish to return, and the reason. We will confirm eligibility and send you return instructions. Please do not send products back before receiving our confirmation.
https://shopify.com/103601111374/account
5. Who pays return shipping
Where you are withdrawing for reasons of personal choice, you are responsible for the return shipping cost. Where the return is due to a faulty, damaged, or incorrect product, SILEXD covers the return shipping cost.
6. Refunds: method and timeline
Once we receive and inspect the returned product, we process your refund within 14 days, to the original payment method, including the standard delivery cost you originally paid.
7. Damaged, defective or incorrect items
Covered by the legal warranty of conformity under applicable Spanish and EU consumer law, independently of the exception in Section 3. Contact info@cnex.es with photos and your order number; we cover return shipping in these cases.
8. Non-returnable items
Intimate products with a broken hygiene seal; products returned without original packaging or proof of purchase; gift cards, where offered. This does not affect your rights for faulty, damaged, or incorrect items.
9. Cancelling an order before dispatch
Contact us as soon as possible with your order number. If the order hasn't shipped yet, we cancel it and refund you in full.
10. Exchanges
We do not currently offer direct exchanges. Please request a return for the original item and place a new order for the item you want.
11. Contact us
For any question, contact info@cnex.es or +34 933 806 526. EU consumers may also use the Online Dispute Resolution platform.