Return and Complaint Policy

1. Right of Withdrawal

We believe you will be satisfied with our products. However, if for any reason you are not completely happy with your purchase, you have the right to withdraw from the contract and return the goods within 14 days of delivery, without giving any reason.

2. Conditions for Returning Goods

To be eligible for a return, the following conditions must be met:

The product must be unused, undamaged, and in its original, unopened packaging.

A valid proof of purchase (e.g., invoice or receipt) must be included with the returned goods.

The goods must be properly packaged to avoid damage during transport.

3. Opened or Used Goods

Returns of opened or used goods will not be accepted, except in cases where the goods are faulty or damaged.
For hygiene and safety reasons, cosmetics, food supplements, or other consumables that have been opened cannot be returned, even within the statutory period.

4. Return Procedure

If you wish to return an item, please contact us in advance by email at [email protected].
Once your request is received, our customer service team will send you:

A Return Form,

Detailed instructions for packaging and sending the item.

Returns sent without prior communication and approval may not be accepted.

5. Return Shipping Costs

If the goods are not faulty or incorrectly delivered, the customer is responsible for all return shipping costs.
We recommend choosing a shipping service that offers tracking.

6. Refunds

Refunds will be processed within 14 days of receiving the returned goods.
Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed.

7. Faulty or Damaged Goods

If you receive goods that are damaged, faulty, or incorrect, please contact us immediately at [email protected].

We will confirm your complaint within 7 business days of receipt.

The complaint will be resolved within 30 days, in accordance with applicable laws.
We will arrange for a replacement or refund at no additional cost to you.

8. Exceptions for Specific Products

Some products may have limited or modified return conditions. If applicable, these conditions will be stated directly on the product page.

9. Personal Data Protection (GDPR)

When handling returns or complaints, we collect and process only the necessary personal data (e.g., name, address, contact information, bank details). This data:

Is used solely to process the return or complaint,

May be shared only with shipping or courier services for the purpose of the return,

Is processed in compliance with the GDPR Regulation and our Privacy Policy.

10. Legal Framework

This Return and Complaint Policy is governed by applicable laws of the European Union, especially Directive 2011/83/EU on consumer rights.

11. Business Customers (B2B)

This policy applies exclusively to purchases made by end consumers (B2C). Different conditions may apply for business customers (B2B).

12. Changes to the Return and Complaint Policy

We reserve the right to change or update this policy at any time. Any changes will take effect immediately upon publication on our website.

13. Contact

If you have any questions or concerns, please don’t hesitate to contact us:
Email: [email protected]
Phone: +421 918 142 520