14 days to withdraw
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.
Return instructions and refunds
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 full withdrawal terms.
Damaged or incorrect delivery
Check the parcel on delivery. Report transport damage, missing or incorrect goods within 48 hours, with photographs of the box, shipping label, packaging and goods. See the sales terms.
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.
Full rules and defective goods
Read the for timing, exceptions, reimbursement and diminished value. Faulty, damaged, incomplete or incorrect goods are handled separately through ; statutory remedies remain available regardless of an ordinary withdrawal exception.
Contact us
To request a return or report a problem with your order, use the or email info@btbeauty.eu.