Refund policy

Return & Refund Policy

Right of Withdrawal (EU Consumers)

In accordance with Belgian and Dutch consumer protection laws and EU Directive 2011/83/EU, customers have the right to withdraw from their purchase within 14 days of receiving their order, without giving any reason, provided the conditions below are met.

Hygiene & Safety Exception

Due to hygiene and health protection reasons, **beauty and cosmetic products ** are not eligible for return or refund once they have been opened, used, or unsealed.

This exception applies under Article 16(e) of EU Directive 2011/83/EU.

Eligible Returns

A return is only accepted if:

  • The product is unused

  • The product is unopened

  • The original seal is intact

  • The item is returned in its original packaging

If these conditions are not met, the return will be refused.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Opened or used cosmetic products

  • Products with broken or removed hygiene seals

  • Items damaged due to improper use

  • Products returned after the 14-day withdrawal period

Refunds

If a return is approved, the refund will be processed to the original payment method within 14 days after receiving and inspecting the returned item. Shipping costs are non-refundable unless the item is defective or incorrect.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with clear photos. If approved, a replacement or refund will be provided in accordance with consumer law.

Contact

For return requests or questions, please contact us at:
info@primwellbeauty.com