1. EU 14-Day Right of Withdrawal

If your order is delivered within the European Union, you have the legal right to withdraw from the contract within 14 days from the day you receive the goods, without giving any reason.

To exercise this right:

You must notify us in writing within 14 days of delivery.
After notifying us, you have an additional 14 days to return the goods.

Returned items must be:

Unused
Undamaged
In their original packaging where possible

Return shipping costs for withdrawal are paid by the customer unless otherwise agreed.

We will refund the product value and standard outbound shipping costs (if applicable). Additional express shipping costs are not refundable.

2. Hygiene and Non-Returnable Products

For hygiene and safety reasons, sealed cosmetic products cannot be returned once opened.

The following items are non-returnable unless defective:

Personalised or custom-made products
Items clearly marked as non-returnable

Your legal rights in case of defects remain unaffected.

3. Damaged or Defective Products

If you receive a damaged, defective, or incorrect item:

Provide clear photos
Include your order number

We will review the case and offer repair, replacement, or refund in accordance with applicable consumer laws.

If a return is required due to our mistake, we will cover reasonable return shipping costs.

4. Returns from Outside the EU

If returning from outside the EU:

The customer covers return shipping costs.
Any customs duties or import charges imposed during return are the responsibility of the customer.
Please clearly mark the parcel as “RETURNED GOODS” on the customs declaration.

If additional customs charges are billed to us due to incorrect labelling, these costs may be deducted from the refund.

5. Unclaimed or Refused Parcels

If a parcel is returned to us due to:

Incorrect address
Failure to collect
Refusal at delivery
Unpaid customs charges

We will contact you upon receipt.

You may choose to:

Reship the parcel (additional shipping costs apply), or
Receive a refund in accordance with this policy.

Any additional shipping costs, return shipping fees, customs duties, or carrier charges billed to us may be deducted from the refund.

6. Refund Processing

After we receive and inspect the returned goods, refunds are processed within 5–7 business days.

Refunds are issued to the original payment method used for the order.

Processing time may vary depending on your bank or payment provider.

7. Contact

For all return and refund inquiries:

maderotherapybeautycom