Polityka zwrotu kosztów
Created on 22 May 2025
Last update 17 April 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 for goods 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. 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, 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.
5. 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
6. Incorrect orders and cancellation requests
If you placed an order incorrectly and would like to cancel or adjust it, please contact us as soon as possible.
We begin processing orders quickly. For that reason, we cannot guarantee that changes or cancellations can still be made once an order has been placed. If your order has already entered processing or shipment preparation, it may no longer be possible to change or cancel it.
If a cancellation is still possible before dispatch, we will confirm this accordingly. If it is no longer possible, the order will continue through fulfilment and this Refund Policy will apply.
7. 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.
8. 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.
9. Return shipping costs
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. EU guidance also states that the cost of returning a defective product is the trader’s responsibility.
If a valid withdrawal right applies and no defect or seller-side error is involved, return shipping costs are generally your responsibility unless we expressly state otherwise.
10. 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.
11. 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.
12. 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.
13. 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.
14. How to exercise your withdrawal right
If you wish to exercise a valid right of withdrawal, please contact us within the applicable 14-day period using the contact details below and clearly state that you wish to withdraw from the purchase.
We may provide further instructions on how and where to return the goods. Returned products must be sent back in accordance with our instructions and, where the right of withdrawal still applies, must remain unopened, unused and properly sealed if the hygiene exception would otherwise apply.
15. 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.
16. Contact
If you believe there is an issue with your order, or if you wish to contact us regarding a return, refund 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.
17. 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.