Returns & withdrawal

14-day right of withdrawal

As a rule, you may withdraw from a distance purchase without giving any reason within 14 calendar days of the day on which you, or a person you designate, receive the product. If a single order is delivered in several parcels, the period starts from receipt of the last one.

To exercise this right, send a clear statement of withdrawal to [CUSTOMER SERVICE EMAIL] before the deadline expires. You may include your name, contact details, order number, product and date of delivery. No specific justification or mandatory use of a particular form is required.

Sending the product back

After giving notice of withdrawal, return the product without undue delay and in any event within 14 days. The deadline is met if you send it before it expires. The return address and practical instructions will be provided by the business.

[TO BE COMPLETED: return address and who bears the direct cost of the return. This information must be provided before purchase.]

Refunds

Following a valid withdrawal, all payments received are refunded, including the cost of the cheapest standard delivery option available, without undue delay and no later than 14 days from notification of the withdrawal. Any additional cost is not refunded if you chose a more expensive delivery method.

The refund is made using the same means of payment, unless you expressly agree otherwise at no cost to you. The business may withhold the refund until it has received the product or proof that you have sent it back, whichever occurs first.

Product condition and legal exceptions

You may examine the product to the extent you reasonably could in a physical shop. You may be liable for any diminished value resulting from handling beyond what is necessary to establish its nature and characteristics.

The health or hygiene exception applies only to products that were delivered sealed, were unsealed after delivery and genuinely cannot be returned for such reasons. It does not mean that every opened cosmetics package is automatically excluded. Other legal exceptions apply only where their conditions are met.

Faulty or incorrect products

If you received a product that is defective, does not match its description or differs from what you ordered, let us know at [CUSTOMER SERVICE EMAIL]. Your statutory warranty rights and remedies—such as repair or replacement where appropriate, a price reduction or termination of the contract under the legal conditions—are not limited by the withdrawal policy.