14 days to withdraw
Notify us within 14 days after you or your nominated recipient, other than the carrier, receives the goods. If goods in one order arrive separately, the period starts with the last goods; for an item delivered in parts, with the last part. You may give notice before delivery. Use the withdrawal form, order details or email.
How to give notice
There are two steps. Step 1: after receiving the goods, tell us within 14 days that you wish to withdraw, using the form or email. Step 2: after giving notice, send the goods back without delay and no later than the following 14 days. These are two separate deadlines. We provide the return address for your order; you pay ordinary return shipping. Complete the withdrawal form, review the details and confirm submission. An acknowledgement containing your declaration, date and time will be emailed to you. You can also send an unambiguous notice by email or through your order. No account login or prior permission is required to give notice. The notice deadline is 14 days after receipt; the separate return-dispatch deadline is 14 days after giving notice.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. Add your order reference if available. You may instead use the online withdrawal form or your own clear statement.
To: Baldin Trade OÜ, Allika tn 1, 76610 Keila, Estonia, info@btbeauty.eu — I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: — Ordered on (*) / received on (*): — Name of consumer(s): — Address of consumer(s): — Signature of consumer(s) (only if this form is notified on paper): — Date: (*) Delete as appropriate.
Returning the goods
The buyer pays ordinary return shipping; it is not included in the refund unless we separately agree otherwise. Ask us for the order-specific return address, which depends on the goods and warehouse. Dispatch the goods within 14 days after giving withdrawal notice. Keep evidence of dispatch and pack the goods to avoid damage in transit. Refund procedure and deadlines are set out in the .
Reimbursement
The buyer pays ordinary return shipping. This cost is not reimbursed unless we separately agree otherwise. Ask us for the return address for your order and dispatch the goods within 14 days after giving withdrawal notice. Do not use the sender’s address without confirmation. For a full withdrawal, we reimburse the purchase and initial delivery up to the least expensive standard option offered; premium delivery supplements are excluded. For a partial return, we reimburse the affected goods and any delivery amount due. Reimbursement uses the original payment method within 14 days of receiving notice. When you arrange the return, payment may be withheld until we receive the goods or evidence of dispatch, whichever arrives first. Evidenced diminished value is taken into account in the refund. Legal basis: return shipping — Article 14(1) of Directive 2011/83/EU and VÕS § 56²(3); premium delivery supplements — Article 13(2) and VÕS § 56¹(3); withholding where you arrange the return — Article 13(3) and VÕS § 56¹(5).
Return inspection and loss in value
Return the goods with their accessories and remaining packaging. We inspect returned goods for condition, completeness, seals and signs of use, and obtain an expert assessment where needed. You are responsible for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, for example use, consumption, damage, or missing accessories or packaging. Necessary inspection alone does not justify a deduction. Any deduction reflects the evidenced actual loss and may equal the full price of the goods if they can no longer be sold; initial delivery costs due are calculated separately. Legal basis: Article 14(2) of Directive 2011/83/EU and VÕS § 56²(4).
Where an ordinary return is validly rejected, including under the hygiene exception in Article 16(e) and VÕS § 53(4)(4¹), we send the goods back at your request. You pay that repeat delivery; its price is agreed before dispatch. This does not apply to shipping for a valid defect claim.
Cosmetics, perfumes and hygiene-sealed goods
Many cosmetics are supplied with a hygiene seal, for example a foil or film under the cap, a sealed tube or jar, or a tamper seal on the product. If such a seal is opened or removed after delivery, the right of withdrawal ends, because the product can no longer be returned for health-protection and hygiene reasons. Check the outer packaging before opening the seal. Legal basis: Article 16(e) of Directive 2011/83/EU and VÕS § 53(4)(4¹).
Perfumes: removing the cellophane wrap or opening the outer box does not by itself end the right of withdrawal. If you may want to return a perfume, keep the wrap intact. Handling beyond what is necessary to inspect the goods, such as spraying or using the perfume or removing its seal or atomizer, reduces the refund by the evidenced loss in value, which may equal the full price. The same applies to opened or used cosmetics without a hygiene seal. Legal basis: Article 14(2) of Directive 2011/83/EU and VÕS § 56²(4).
Check the ingredient list before use. A reaction to an ingredient stated on the product is not a defect. The hygiene exception does not limit claims for defective or incorrectly supplied goods.
Defective or non-conforming goods
For defective, damaged, incomplete or incorrectly supplied goods, contact us with your order reference, a description of the problem and photographs of the goods and packaging. Report visible transport damage and missing or incorrect goods within 48 hours of delivery, as described in the . Notify us of other defects within two months of discovering them. Statutory liability for non-conformity applies for two years after delivery.
We arrange assessment and the necessary next steps; the seller bears necessary shipping costs for a valid claim. The hygiene exception to ordinary withdrawal does not prevent these claims. Damage caused by improper use or storage after delivery, and reactions to ingredients stated on the product, are not defects for which the seller is liable. Where a defect is legally presumed to have existed on delivery, evidence is required to rebut that presumption. Legal basis: Articles 10–12 of Directive (EU) 2019/771 and VÕS §§ 218 and 220.
Seller and contact
Send notices and claims to the store’s email or use the . We provide the return destination for each order separately: it may be the seller’s address or an agreed supplier warehouse. Seller details are on the .
Contact us
To request a return or report a problem with your order, use the or email info@btbeauty.eu.