Refund policy
We offer a 30-day right of withdrawal. To exercise the right of withdrawal, the product must be in the same condition as when you received it: unused, in unbroken original packaging (plastic/seal intact), and with all labels attached. For hygiene reasons, we cannot accept returns of opened or used skincare products under the standard right of withdrawal.
Complaints (If the Product Does Not Work or Is Defective)
If you believe the product is defective (e.g., in the case of an allergic reaction or defective packaging):
- Contact us at kontakt.loera@hotmail.com.
- Describe the defect carefully and attach photos of the product.
- In the case of an approved complaint, we reserve the right to require that the product be sent back to us for technical examination before a refund is issued.
Damages and Issues
Please check your order when you receive it and contact us immediately if the item is defective, damaged, or if you have received the wrong item, so that we can assess the problem and correct it.
Exceptions/Non-Returnable Items
Certain types of items may not be returned, such as perishable goods (for example, food, flowers, or plants), custom products (for example, special orders or personalized items), and personal care products (for example, beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Contact us if you have questions about or problems with a particular item. Unfortunately, we cannot accept returns of sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return has been approved, purchase the new item separately.
14-Day Withdrawal Period in the EU
If goods are delivered within the EU, you have, notwithstanding the above, the right to cancel or return the order within 14 days, without any need to provide specific reasons. As above, the item must be in the same condition as you received it, unused, with all tags attached, and in its original packaging. You must also have the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected the return, and whether the refund is approved or not. If the refund is approved, it will be made automatically to the original payment method within 10 business days. Please remember that it may take some time before the bank or credit card company has processed the return so that it appears in your account. If more than 15 business days have passed since we approved your return, please contact us at kontakt.loera@hotmail.com.