Refund Policy

Created on: 22 May 2025
Last updated: 22 June 2026

This Refund Policy explains how Suvera Skincare handles cancellations, returns, refunds, damaged deliveries, incorrect items and related customer requests.

We want every order from Suvera Skincare to arrive in excellent condition. If something is wrong with your order, we encourage you to contact us as soon as possible so we can review the matter properly and provide an appropriate solution.

1. General policy

Because Suvera Skincare sells cosmetic and skincare products, this Refund Policy is designed to protect product integrity, hygiene and customer safety, while also offering a fair and transparent solution where an order arrives damaged, incorrect, incomplete or otherwise falls outside expected standards.

Please read this Refund Policy carefully before placing an order.

2. Your EU right of withdrawal

If you are a consumer located in the European Union, you generally have the legal right to withdraw from your online purchase within 14 days of receiving your goods, without giving a reason.

Where this right applies, the withdrawal period starts on the day you, or a third party indicated by you, receives the goods.

If you validly exercise your right of withdrawal, return shipping costs are generally your responsibility unless we expressly agree otherwise or unless applicable law requires a different outcome.

3. Important hygiene and cosmetics exception

An important exception applies to certain goods supplied sealed for health protection or hygiene reasons.

Because Suvera Skincare sells cosmetic and skincare products, opened, used or unsealed products are generally not eligible for return under the right of withdrawal once the seal has been broken, removed or opened after delivery, where the product is no longer suitable for return for health protection or hygiene reasons.

This means that if a product remains unopened, unused and properly sealed, and no other legal exception applies, you may still have a right to withdraw within the applicable 14-day period. If a product has been opened, unsealed or used after delivery, that right may no longer apply.

We therefore strongly recommend that customers do not open products they may wish to return unless they are certain they want to keep them.

4. Self-serve returns and cancellations

Customers who create a Suvera Skincare customer account may, where eligible, submit cancellation requests and return or withdrawal requests directly through their account using our self-serve returns and cancellations functionality.

Eligibility for cancellation, withdrawal, return approval and refund processing remains subject to this Refund Policy, applicable law and any applicable product-specific restrictions.

Customers who choose not to create a customer account may still exercise any applicable rights by contacting us through our contact form or by email. Requests submitted outside the customer account area will be reviewed manually and may require additional processing time.

5. Returns that are not accepted as a general rule

Due to the nature of skincare and cosmetic products, Suvera Skincare does not generally accept returns simply because a customer changes their mind after opening the product, no longer wants the item, ordered by mistake but contacts us too late, prefers a different texture, or decides that a scent, feel or formula is not personally suitable after delivery.

Opened, used or unsealed products are generally not eligible for return or refund unless mandatory law requires otherwise or unless we expressly agree to another solution in a specific case.

6. When we may offer a refund, replacement or other solution

Although returns are not accepted as a general rule for opened or unsealed cosmetic products, we may offer a refund, replacement or other appropriate solution where:

• your order arrived damaged;
• you received the wrong item;
• your order was incomplete;
• a product arrived with a clear issue that existed on arrival;
• there is another justified issue that, in our reasonable assessment, requires a corrective solution.

Where a problem is confirmed, Suvera Skincare may choose, depending on the circumstances, to offer:

• a replacement product;
• a partial refund;
• a full refund;
• store credit;
• another appropriate resolution.

7. Order cancellations

Orders may be cancelled within 1 hour of placement, provided the order has not yet entered fulfilment or shipment preparation.

Customers with a Suvera Skincare account may submit an eligible cancellation request through their account during this period.

Customers without a customer account must contact us as soon as possible using our contact form or by email.

After the 1-hour cancellation period expires, or once fulfilment has begun, cancellation may no longer be possible. In such cases, any applicable withdrawal rights will be governed by this Refund Policy and applicable law.

8. Damaged, defective or incorrect items

If your order arrives damaged, defective, incomplete or incorrect, please contact us as soon as possible after delivery.

To help us review the matter efficiently, we may ask you to provide:

• your order number;
• your full name;
• clear photos of the product;
• clear photos of the shipping box or outer packaging where relevant;
• a short description of the issue.

We may not be able to assess or resolve certain claims properly without sufficient supporting information.

9. Return approval is required

Please do not send items back without contacting us first and without receiving return instructions from us where applicable.

If a return is approved, we will provide further instructions. Returns sent without prior contact or without approval may experience delays, may not be traceable to the correct customer, or may not qualify for the standard handling process.

10. Return shipping costs

If a valid withdrawal right applies and no defect or seller-side error is involved, customers are responsible for arranging and paying for return shipping unless we expressly state otherwise.

If a return is approved because the issue was on our side, such as a damaged delivery, an incorrect item, an incomplete order or another confirmed problem attributable to Suvera Skincare, we will bear the reasonable return shipping costs where required by applicable law.

11. Where approved returns must be sent

If we approve a return, the item must be sent back to Belgium in accordance with the instructions we provide.

Please do not return any product to the sender address on the parcel unless we have confirmed that this is the correct return route for your case.

12. Refusing a parcel at the door

We do not recommend refusing a parcel at the door as a return method.

Refused parcels are not part of a properly registered return process and may take several days or longer to move back through the logistics chain. Because refused parcels are not always clearly linked to a confirmed return request, this can delay identification, review and resolution.

Where a customer refuses delivery without contacting us first, the refund or return handling process may take longer than usual.

13. Exchanges

We do not offer standard exchanges.

If there is a justified issue with your order, we will review the matter and determine the most appropriate solution, which may include a replacement product where suitable.

14. Refund timing

If a refund is approved, we will process it within a reasonable time after the matter has been reviewed and, where relevant, after the returned item has been received or sufficient proof has been provided.

Please note that the time it takes for the refunded amount to appear in your account may depend on your payment provider or financial institution.

15. How to exercise your withdrawal right

If you wish to exercise a valid right of withdrawal, you must notify us within 14 days from the day on which the goods were delivered to you or to a person designated by you.

Customers with a Suvera Skincare account may be able to submit an eligible withdrawal request directly through their account.

Customers without a customer account must submit their withdrawal request through our contact form or by email.

Where the right of withdrawal applies, returned products must be sent back in accordance with our instructions and, where the hygiene exception would otherwise apply, must remain unopened, unused and properly sealed.

16. Consumer rights

Nothing in this Refund Policy is intended to limit any mandatory consumer rights that may apply under applicable law.

Where mandatory consumer protection law gives you rights that cannot legally be excluded or limited, those rights remain applicable.

17. Contact

If you believe there is an issue with your order, or if you wish to contact us regarding a return, refund, cancellation or withdrawal request, please contact us and include your order number together with a clear explanation of the matter.

Suvera Skincare
Email: hello@suvera.care
Address: Minister Delbekelaan 54/101, 2170 Merksem, Belgium

Please note that this is our registered business address only and not a visiting address, return address, or physical store location.

18. Changes to this Refund Policy

We may update this Refund Policy from time to time to reflect operational, legal or business changes. The latest version will always be published on this page.