Returns & withdrawal

Under EU consumer law you may withdraw from a distance purchase within 14 days of receiving it, without giving any reason. The period runs from the day you — or someone you nominated — physically received the goods.

To withdraw, tell us before the 14 days are up. A message on WhatsApp or an email quoting your order number is enough; there is no form you have to use.

This is the part worth reading before you open something. EU law lets a seller refuse a return of sealed goods that are unsuitable for return for health or hygiene reasons once the seal is broken. Cosmetics and skincare fall under this.

• Still sealed — returnable within 14 days, no reason needed.
• Seal broken or opened — not returnable on a change of mind.
• Faulty, damaged, expired or not what you ordered — always returnable, sealed or not. The exception does not apply.

If you are unsure whether a product suits you, message us before opening it and we will help you decide.

You have a separate statutory right to goods that match their description and are of satisfactory quality. If something arrives broken, past its date, or is simply not what you ordered, tell us and we will replace it or refund you in full, including the delivery you paid.

A photo sent on WhatsApp usually settles it without the item having to come back at all.

• Message us with your order number — it looks like KB-01000.
• We confirm the return and tell you where to send it, or arrange collection.
• Pack the item so it arrives in the condition it left in.
• Keep your proof of postage until the refund reaches you.

If you are withdrawing because you changed your mind, you pay the cost of sending the item back.

If the item was faulty, damaged or sent in error, we pay — you should never be out of pocket for our mistake.

Because every order is paid in cash on delivery, there is no card to refund to. We refund by [REFUND METHOD — bank transfer or cash], and will ask you for the details we need at the time.

We refund within 14 days of receiving the item back, or of you showing us proof that you sent it — whichever comes first. Where you withdraw from the whole order, that includes the standard delivery charge you paid.

An order you refuse at the door, or that is never delivered, needs no refund at all: you never paid.

Contact us first — most things are settled in a message. If we cannot resolve it, you may take the matter to the Cyprus Consumer Protection Service, or use the EU online dispute resolution platform.

Our details are on the contact page.

This page sets out sensible defaults under EU and Cyprus consumer law. It is not legal advice, and [BUSINESS NAME] should have it reviewed before launch.