Returns and the 60-day guarantee

There are two separate ways to send something back. The first is a right the law gives you. The second is a longer guarantee we give you on top of it. Use whichever suits you better.

If you are in the European Union: your legal right to cancel, 14 days

You have the right to cancel your order within 14 days without giving any reason. The 14 days run from the day you, or someone you name other than the carrier, take physical possession of the goods. Where an order arrives in more than one parcel, they run from the day the last item arrives.

Tell us by any clear statement before the 14 days are up. An email to ezzahraouy.job@gmail.com is enough, and so is a message through our contact page. You may use the model form below, but you do not have to. To meet the deadline it is enough that you send your message before the 14 days expire.

This right carries none of the conditions our own guarantee carries. You do not need a return authorisation, a reference number or our agreement first, and it does not matter whether you still have the original box.

Send the goods back without undue delay and in any case within 14 days of telling us. You pay the direct cost of returning them. We give you the return address as soon as you contact us.

We refund everything you paid, including the standard delivery charge you paid on the way out, within 14 days of the day you tell us you are cancelling. We may hold the refund until we have the goods back or until you show us proof that you have sent them, whichever happens first. The refund goes to the payment method you used and costs you nothing. If you chose a delivery option more expensive than our cheapest standard one, we refund the standard cost rather than the supplement.

You are only liable for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and how they work.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To VEILUMIA, Calle Canales 3, 05200, Ávila, Spain, email ezzahraouy.job@gmail.com:

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date:

Our 60-day money-back guarantee

This is our own promise, offered in addition to the legal right above and never instead of it. It runs far longer than the law requires because skin changes over weeks rather than days.

You have 60 days from the day your order arrives to change your mind, for any reason. Because this is a voluntary guarantee we set its conditions, and they are these:

• you contact us through the contact page within the 60 days, with your order number;
• the product comes back in its original box, with everything that was supplied with it;
• the jar itself may be full, part used or empty;
• you pay the cost of returning it;
• the delivery charge you paid on the way out is not refunded under this guarantee.

If you would rather not meet those conditions, use the 14-day legal right above, which has none of them.

Write to us with your order number and we reply with the return address. We refund the purchase price of the goods to the card or account you paid with within 14 days of the goods reaching us, or of you showing us proof of posting, whichever comes first. How long it then takes to appear on your statement is set by your bank.

After 60 days this particular guarantee no longer applies. Your legal rights below are unaffected and continue to run.

If something arrives damaged, faulty or wrong

Contact us with your order number and a photograph. We replace the item at our own cost and we pay the return postage.

There is no short deadline for this. Your legal guarantee of conformity runs for three years from delivery, and for the first two of those years the law presumes a fault was already there when the goods reached you. Telling us early helps us act quickly, but it is not a condition of your rights.

If a parcel is not collected

If a parcel comes back to us because it was not collected in time, we will contact you. We refund the price of the goods, less what the carrier charges to return the parcel to us. This does not apply where you have cancelled under your 14-day legal right.

If delivery is refused

If a parcel is refused at the door, the cost of returning it to us is yours. We refund the price of the goods, less that cost. This does not apply where you have cancelled under your 14-day legal right.

Your legal rights

Nothing on this page removes, limits or replaces any right the law gives you. Where the law of your country of residence gives you a stronger right than this page does, that stronger right applies. Our 60-day guarantee is an extra benefit offered on top of your legal rights.