Refund policy
You have the right to withdraw from your purchase within 14 calendar days after receiving your order, without providing a reason.
To exercise your right of withdrawal, please contact us within 14 days of delivery at:
Please include your full name, order number and the product or products you wish to return.
After notifying us, you must send the eligible products back within 14 calendar days. We will provide you with the applicable return instructions and return address.
Return Conditions
To be eligible for a return, the product must:
- Be unused and unopened;
- Have all original product seals and tamper-evident seals fully intact;
- Be in its original packaging;
- Show no signs of use, damage or tampering;
- Be returned with the order number or proof of purchase.
Opening the shipping parcel alone does not automatically prevent a return. However, the seal protecting the cosmetic product itself must remain intact.
Please package the product carefully. You are responsible for the product until it has been safely received by us. We recommend using a tracked shipping service and retaining your proof of postage.
Opened Cosmetics and Hygiene Products
For health protection and hygiene reasons, cosmetic and personal-care products cannot be returned once their product seal or tamper-evident packaging has been broken.
By breaking the hygiene seal, you acknowledge that the product can no longer be resold safely and that your right of withdrawal for that product is lost.
We therefore cannot accept returns of:
- Opened cosmetic products;
- Used or tested products;
- Products with a broken or removed hygiene seal;
- Products showing signs of tampering;
- Products damaged after delivery through misuse or improper storage.
This exclusion does not apply when a product was delivered damaged, defective, leaking or incorrect.
Return Shipping Costs
For returns made because you have changed your mind, the direct cost of returning the product is your responsibility.
MAVURA does not currently provide prepaid return labels for standard returns.
If the product is damaged, defective or incorrect, MAVURA will cover the reasonable return costs where a return is required.
Returns must be sent to:
Schweitzerstraat 76, 2131RH hoofddorp, The Netherlands
Please contact us before returning your order so that we can provide the correct return instructions.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as it arrives.
Contact us as soon as reasonably possible if:
- The product arrived damaged or broken;
- The product is leaking;
- The product appears defective;
- You received the wrong product;
- An item is missing from your order.
Please email info@mavuracosmetics.com and include:
- Your order number;
- A clear description of the problem;
- Photographs of the product;
- Photographs of the packaging and shipping box;
- A photograph of the shipping label where relevant.
After reviewing the information, we will provide an appropriate solution at no additional cost to you. Depending on the circumstances, this may include a replacement product or a refund.
Please do not dispose of a damaged product or its packaging until we have reviewed your claim, unless keeping it would be unsafe.
Refunds
Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
When you return your entire order under the right of withdrawal, we will also refund the cost of the least expensive standard delivery option originally offered by us. Additional costs resulting from your choice of a more expensive or express delivery method will not be refunded.
When only part of an order is returned, the original delivery costs will not normally be refunded.
We will process the refund within 14 calendar days after receiving your withdrawal notification. We may withhold the refund until we have received the returned products or until you provide evidence that the products have been shipped back, whichever occurs first.
Please note that your bank or payment provider may require additional time to display the refund in your account.
Exchanges
We do not currently offer direct exchanges.
To order a different product, size or quantity, please return the eligible unopened product in accordance with this policy and place a new order separately.
Orders That Have Not Yet Shipped
Contact us as quickly as possible at info@mavuracosmetics.com if you wish to cancel or amend an order.
We cannot guarantee that an order can be cancelled once it has entered the fulfilment or shipping process.
Statutory Rights
Nothing in this policy limits your statutory consumer rights regarding products that are defective, damaged, unsafe or not as described.
Where mandatory consumer law in your country provides additional rights, those rights will continue to apply.
Contact
For questions concerning returns, damaged products or refunds, contact:
MAVURA Cosmetics
Email: info@mavuracosmetics.com
Return address: Schweitzerstraat 76, 2131RH hoofddorp, The Netherlands