Serious site but after-sales service to be improved

I have been a customer of the website for several years. I ordered several products on the boticinal site on August 7, 2025, which were delivered on time, but there is a preparation error. One of the products I was expecting was forgotten, while another product was added to my order that I had not ordered. I notified the e-commerce site so that they could send me my missing product, as I had to go abroad, but they told me that I had to return the excess product first, which I find abnormal in terms of procedure. I would have preferred them to send me back my missing product independently of the product I had to send them, because I was pressed for time, and I would have asked someone close to me to send it back to them.

Apart from that, the prices are good and the site is reliable.