CapyOnsen〰

Returns & Withdrawal

Returns & Withdrawal Policy

Last updated: 11 July 2026

We want you to be happy with what you bought from [COMPANY LEGAL NAME]. This page explains, in plain
language, your legal right to change your mind, how our hygiene-seal rule works and why it exists, how
refunds work, what happens if something arrives damaged, and how our 2-year conformity guarantee protects
you against genuinely faulty products. It applies to orders placed with [COMPANY LEGAL NAME] for delivery
within the European Union.

Your 14-day right to change your mind

If you’re an EU consumer, you have the right to withdraw from your order within 14 calendar days,
without giving any reason and without any penalty. This is called the “right of withdrawal” and it’s guaranteed
to you by EU law (Directive 2011/83/EU) no matter which of our markets you’re ordering from.

  • The 14 days start on the day you (or someone you nominate) receive the goods.
  • If your order arrives in several parcels or as multiple items delivered separately, the 14 days start
    when you receive the last item.
  • If the 14th day falls on a weekend or public holiday, you have until the next working day.
  • You don’t need to give us a reason. You don’t need the product to be faulty. You can simply change
    your mind.

How to exercise your right of withdrawal

You can tell us you want to withdraw in any of these ways:

  • Use the withdrawal function in your account on our website (look for “withdraw from
    contract” on your order) — this sends us a clear, timestamped notice and we’ll confirm receipt by
    email.
  • Fill in the model withdrawal form at the end of this page and email or post it to us.
  • Send us any other clear statement — an email to [RETURNS EMAIL] or a letter is fine.
    You don’t have to use our form; you just need to tell us clearly that you’re withdrawing.

Once you’ve told us you’re withdrawing, please send the goods back to us without undue delay and within
14 days of telling us. Send returns to:

[COMPANY LEGAL NAME]
[RETURN ADDRESS]

The hygiene-seal rule — what you can and can’t return once opened

Here’s the part of the law that’s specific to cosmetics, and we’d rather explain it honestly than bury it in
small print.

You can return an unopened, hygiene-sealed product within the 14-day window, no questions asked.
Once the hygiene seal on a product has been broken — the shrink band, security sticker, or breakable
applicator seal on the item itself, not just the outer shipping box — we’re legally unable to accept it back
for a refund under the “right of withdrawal,” even within the 14 days.

Why: once a seal is broken on something like a cream, serum, lipstick, or anything applied
to skin, we have no way of knowing whether it’s been used, contaminated, or altered, and we can’t put it back
into stock for someone else to buy. EU law recognises this directly — sealed goods that can’t be resold for
genuine health or hygiene reasons once unsealed are the one narrow exception to the general 14-day right. It
isn’t a loophole we invented; it’s there to protect the next customer.

Two things we want to be clear about:

  • This only applies to the product’s own hygiene seal. Opening the delivery box, the
    branded outer carton, or trying on a product without breaking its seal does not remove your right to
    return it.
  • If a product is faulty, damaged, or not what you ordered, this rule doesn’t apply at all — see
    “Faulty or damaged products” and “Damaged in transit” below. The hygiene-seal rule is about changing your
    mind on a product you opened to use, not about protecting us from complaints about defective goods.

Refunds — timing and method

  • We’ll refund you within 14 days of the day you told us you’re withdrawing.
  • We may wait to refund you until we’ve received the goods back, or until you’ve provided proof you’ve
    sent them back (whichever happens first) — this is standard and allowed under EU law.
  • We refund using the same payment method you used to pay, and we won’t charge you any
    fee for the refund itself.
  • We refund the price of the goods and the standard delivery cost you originally paid. If you chose a
    faster or more expensive delivery option than our standard option, we only refund the cost of our
    standard delivery — not the difference.

Who pays for return shipping

You cover the cost of sending the item back to us, unless we’ve told you otherwise for a
specific promotion or unless the item is faulty or arrived damaged (in which case we cover it — see below).
We’re telling you this cost allocation clearly now, before you order, exactly as the law requires — if we
hadn’t told you, we’d have to cover it ourselves.

We recommend using a tracked shipping service for your return, since you’re responsible for the item until
it reaches us.

Faulty or damaged products — your 2-year guarantee

Separately from the 14-day change-of-mind right above, every product you buy from us comes with a
2-year legal guarantee of conformity. If a product is faulty, not as described, or otherwise
doesn’t match what you ordered, you’re covered for two years from delivery — this is a separate, stronger
right than the 14-day withdrawal window, and it applies even after a hygiene seal has been broken, because a
genuine defect is not the same thing as changing your mind.

  • If something’s wrong within the first year, the law presumes the fault was already
    there when you received it — we have to prove otherwise, not you.
  • If it’s within the guarantee period, we’ll first offer to repair or replace the item.
    If that’s not possible, doesn’t happen within a reasonable time, or isn’t a fair fix, you’re entitled to
    a price reduction or a full refund.
  • What this doesn’t cover: a product simply reaching the end of its normal shelf life or
    its stated Period-After-Opening (the little open-jar symbol with a number of months on the packaging).
    That’s expected, normal ageing, not a defect. What is covered is a product that fails, spoils,
    separates, or causes a reaction before its labelled shelf-life or PAO date under normal storage
    and use — that’s a genuine conformity issue and you’re covered.

To make a claim under this guarantee, contact us at [RETURNS EMAIL] with your order number, a description
of the issue, and photos if you have them.

Damaged in transit

If your order arrives damaged, that’s on us, not you — the product is our responsibility until it’s safely in
your hands. This is not a “change of mind” withdrawal and the hygiene-seal rule doesn’t apply to it either.

  • Contact us at [RETURNS EMAIL] within a reasonable time of delivery, ideally with a photo of the damage
    and the packaging.
  • We’ll arrange a replacement or a full refund, including shipping, at no cost to you.
  • You won’t be asked to cover return shipping for a damaged-in-transit item.

Country-specific notes

Germany

Below is our statutory withdrawal notice (“Widerrufsbelehrung”) for customers in Germany, alongside the model
withdrawal form. This section supplements, and doesn’t replace, the general policy above.

Widerrufsrecht

Sie haben das Recht, binnen vierzehn Tagen ohne Angabe von Gründen diesen Vertrag zu widerrufen. Die
Widerrufsfrist beträgt vierzehn Tage ab dem Tag, an dem Sie oder ein von Ihnen benannter Dritter, der nicht
der Beförderer ist, die letzte Ware in Besitz genommen haben bzw. hat.

Um Ihr Widerrufsrecht auszuüben, müssen Sie uns ([COMPANY LEGAL NAME], [RETURN ADDRESS], [CONTACT EMAIL],
[CONTACT PHONE]) mittels einer eindeutigen Erklärung (z. B. ein mit der Post versandter Brief oder E-Mail)
über Ihren Entschluss, diesen Vertrag zu widerrufen, informieren. Sie können dafür das beigefügte
Muster-Widerrufsformular verwenden, das jedoch nicht vorgeschrieben ist. Sie können außerdem die
Widerrufsfunktion in Ihrem Kundenkonto auf unserer Website nutzen.

Zur Wahrung der Widerrufsfrist reicht es aus, dass Sie die Mitteilung über die Ausübung des Widerrufsrechts
vor Ablauf der Widerrufsfrist absenden.

Ausschluss des Widerrufsrechts

Das Widerrufsrecht besteht nicht bei Verträgen zur Lieferung versiegelter Waren, die aus Gründen des
Gesundheitsschutzes oder der Hygiene nicht zur Rückgabe geeignet sind, wenn ihre Versiegelung nach der
Lieferung entfernt wurde.

Folgen des Widerrufs

Wenn Sie diesen Vertrag widerrufen, haben wir Ihnen alle Zahlungen, die wir von Ihnen erhalten haben,
einschließlich der Lieferkosten (mit Ausnahme der zusätzlichen Kosten, die sich daraus ergeben, dass Sie eine
andere Art der Lieferung als die von uns angebotene, günstigste Standardlieferung gewählt haben), unverzüglich
und spätestens binnen vierzehn Tagen ab dem Tag zurückzuzahlen, an dem die Mitteilung über Ihren Widerruf
dieses Vertrags bei uns eingegangen ist. Sie tragen die unmittelbaren Kosten der Rücksendung der Waren.

Impressum-Hinweis: Unsere vollständigen Anbieterangaben (Firma, ladungsfähige Anschrift,
Vertretungsberechtigte, Kontaktdaten, Handelsregister, USt-IdNr.) finden Sie auf unserer
Impressum-Seite.

France

Conformément au Code de la consommation, vous disposez d’un délai de rétractation de 14 jours, dans les
conditions décrites ci-dessus. Un formulaire type de rétractation figure en annexe de cette page.

En cas de litige, et après nous avoir contactés directement, vous pouvez recourir gratuitement au service de
médiation de la consommation suivant : [NOM DU MÉDIATEUR DE LA CONSOMMATION — EN COURS DE
DÉSIGNATION], [ADRESSE DU MÉDIATEUR], [SITE WEB DU MÉDIATEUR]. Ce médiateur sera désigné et publié ici
avant le lancement commercial en France.

Poland

Zgodnie z prawem konsumenckim obowiązującym w Polsce, przysługuje Państwu prawo odstąpienia od umowy w
terminie 14 dni, na zasadach opisanych powyżej. Niezależnie od tego prawa, każdy zakupiony produkt objęty jest
odpowiedzialnością sprzedawcy z tytułu niezgodności towaru z umową przez okres 2 lat od
dostawy. Jeżeli towar okaże się niezgodny z umową, mają Państwo prawo w pierwszej kolejności żądać jego
naprawy lub wymiany, a jeżeli nie jest to możliwe — obniżenia ceny lub odstąpienia od umowy. Domniemywa się,
że niezgodność towaru z umową, która ujawniła się przed upływem dwóch lat od dostawy, istniała już w chwili
dostawy.

Annex — Model Withdrawal Form

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

To: [COMPANY LEGAL NAME], [RETURN ADDRESS], [CONTACT EMAIL]

  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following
    goods (*):
  • Ordered on (*) / received on (*):
  • Name of consumer(s):
  • Address of consumer(s):
  • Order number:
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.