Complaints and Returns

COMPLAINTS:
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If a cosmetic defect is found, the Customer should immediately contact the online store, providing the order number and a description of the defect.

The online store requires that the complaint be submitted no later than within 14 days from the date of receipt of the goods.

The customer should deliver the complained product at his own expense along with proof of purchase (VAT invoice or receipt).

The complaint will be considered by the online store within 14 days from the date of receipt of the complained product.

The online store may offer the Customer one of the following options: replacement of the defective product with a new one, refund or discount on subsequent purchases.

Complaints regarding cosmetics should only concern product defects and not changes in color, consistency or smell that are the result of the natural aging process.

Complaints will not be considered in the event of damage to the product by the Customer or its improper use.

The online store reserves the right to refuse to accept a complaint if it finds that the product defect resulted from improper storage, transport or use by the Customer.

The online store is responsible for product defects in accordance with the Consumer Rights Act.

RETURNS:

The customer has the right to withdraw from a distance contract, without giving a reason, within 14 days from the date of receipt of the goods.

Cosmetics to be returned must be in intact, unopened and complete packaging, including all accessories and accompanying documentation.

The costs of returning the product are borne by the customer.

The online store will refund the Customer the entire amount paid for the product within 14 days from the date of receipt of the returned goods.

The online store reserves the right to refuse returns in the case of returning cosmetics whose expiry date has expired or whose packaging has been damaged.

The customer may exercise the right to withdraw from the contract only if he returns the product intact and in its original packaging.

The online store is not responsible for losses incurred by the Customer due to the delay in refunding the returned product.

The customer may exercise the right to withdraw from the contract without incurring any costs, except for the costs of returning the product.

In the case of returning cosmetics, the Customer should precisely describe the reason for the return and attach a document confirming the purchase of the product to the package (an invoice or receipt).

The online store makes every effort to ensure that the cosmetics sold are consistent with the description, which is the basic right of the customer.