Refund policy

Your rights and our procedures for returns and refunds
Last updated: April 15, 2025

1. Your Right of Withdrawal (EU and UK Consumers)

If you are a consumer located in the European Union or the United Kingdom, you have the statutory right to withdraw from your purchase within 14 calendar days from the day you (or a third party nominated by you, other than the carrier) physically received your goods. This right is guaranteed by the EU Consumer Rights Directive (2011/83/EU) and applicable UK consumer law.

You do not need to provide a reason for your withdrawal.

2. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us clearly before the 14-day period expires. You may do so by:

  • Submitting a return request via our contact page
  • Sending a clear written statement (e.g. by email) indicating your decision to withdraw, including your name, order number, and the product(s) you wish to return

We will acknowledge receipt of your withdrawal request promptly. Failure to respond from our side does not affect the validity of your withdrawal.

3. Return Eligibility Conditions

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

  • The return request must be submitted within 14 calendar days from the date of delivery
  • Products must be unused, unopened, and in their original sealed packaging
  • Products must show no signs of use, tampering, or damage caused by the customer
  • The return must be approved by Feluna before the goods are shipped back to us

4. Exceptions — Non-Returnable Items

In accordance with Art. 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply to:

  • Cosmetic products that have been opened, used, or whose hygiene seal has been broken, for reasons of hygiene and health protection
  • Products that have been clearly personalised at the customer's request
  • Gift cards and store credit

Please note: if you open or use a cosmetic product, you forfeit your right of withdrawal for that item under EU law.

5. Return Procedure

Once your return request has been approved, follow these steps:

  1. Contact us via our contact page and provide your order number and reason for return.
  2. You will receive return instructions, including the return address. Do not ship goods to the registered business address.
  3. Pack the product(s) securely in suitable packaging to prevent damage during transit.
  4. Ship the goods back to us using a trackable shipping service. We recommend retaining proof of postage.
  5. Once received and inspected, we will notify you of the outcome and process your refund if approved.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in the following cases where Feluna will bear the return cost or provide a prepaid return label:

  • The product you received was defective or damaged upon arrival
  • You received a product different from what you ordered (incorrect item shipped)
  • A fulfilment error occurred on our part

Please document any damage or discrepancy with photographs at the time of unboxing and include them with your return request.

7. Refunds

Upon receipt and inspection of the returned goods, we will notify you by email of the approval or rejection of your refund.

If approved:

  • Refunds are processed within 14 days of our receipt of the returned goods, in compliance with EU law
  • Refunds are issued via the original payment method used at checkout
  • Standard outbound shipping costs are included in the refund (for orders where shipping was charged)
  • We do not deduct any administration or restocking fees

If rejected (e.g. because the product was used or the seal was broken):

  • We will notify you with an explanation
  • You may request that the item be returned to you at your cost

8. Damaged or Defective Products

If you receive a product that is damaged, defective, or materially different from what was described, please contact us within 48 hours of delivery at our support page and provide photographic evidence. We will offer a replacement, full refund, or store credit at your choice, and will cover all associated return shipping costs.

9. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

  • Check your bank account or payment method statement
  • Contact your bank or payment provider, as processing times can vary
  • If you have done the above and still have not received your refund, please contact us

10. Contact

For all return and refund requests, please contact us at: feluna-cosmetics.myshopify.com/pages/contact-us