Refund policy
Right of withdrawal
Under EU consumer law, you have the right to withdraw from your purchase within 14 calendar days from the day you (or a third party indicated by you) receive the goods, without giving any reason. To meet the deadline, it is sufficient to send your withdrawal notice before the 14-day period expires.
What can be returned
Because our products are cosmetics, the right of withdrawal does not apply to sealed goods that have been unsealed after delivery, for hygiene reasons. We can therefore only accept the return of products that are unopened, with all original hygiene seals intact.
For products returned with intact seals, you are liable for any diminution in value resulting from handling that goes beyond what is necessary to establish their nature, characteristics, and functioning (for example, damaged packaging); we may deduct this from your refund.
Bundles must be returned in full; individual items from a bundle cannot be returned separately.
How to start a return
Notify us of your decision to withdraw before the 14-day period expires by an unequivocal statement, for example through the contact form on our website, stating:
- Your order number.
- The product(s) you wish to return.
- The reason for the return (optional).
You may also use the model withdrawal form provided for by EU consumer law, but it is not obligatory. We will reply within two business days with the return shipping address and instructions.
You must send the goods back without undue delay and in any event within 14 days from the day you notified us of your withdrawal.
Return shipping costs
The direct cost of returning the goods is borne by the customer. We recommend a tracked shipping method.
Refunds
- Method: the original payment method used for the purchase.
- Timing: without undue delay and in any event within 14 calendar days from the day we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever comes first. Your bank may take additional time to display the refund.
- Amount: the full price of the returned product(s). If you withdraw from your entire order, we also refund the standard outbound delivery costs you paid. We do not refund the supplementary costs of a delivery option other than the least expensive standard delivery we offer, nor outbound delivery costs in the case of a partial return.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or contains the wrong product, contact us within 14 days of delivery with your order number, a description, and photos (including the outer packaging if damaged in transit). We will arrange free replacement at our cost. If replacement is not possible, we will issue a full refund including the original shipping fee. This is without prejudice to your rights under the legal guarantee of conformity.
Exchanges
We do not offer direct exchanges. To receive a different product, please return the original (if eligible) and place a new order.
Statutory warranties
Nothing in this policy affects your statutory rights under EU consumer law, including the 2-year legal guarantee of conformity.
Dispute resolution
If you have a complaint, please contact us first, we will always try to find an amicable solution. As a consumer, you may also have recourse to the alternative dispute resolution (ADR) procedures provided for by applicable consumer law.