Widerrufsrecht
Returns & Complaints
Withdrawal from the Contract
General Information
If you are a consumer, you generally have the right to withdraw from a distance contract concluded with COSMEHUB within 14 days, without giving any reason.
You may exercise your right of withdrawal by submitting a clear statement informing us of your decision to withdraw from the contract. You may send your withdrawal statement by e-mail to:
The 14-day withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, take possession of the goods.
To meet the withdrawal deadline, it is sufficient for you to send your withdrawal statement before the 14-day period expires.
After submitting your withdrawal statement, you must return the goods to us without undue delay and no later than 14 days from the day on which you informed us of your withdrawal.
Return Address
Returned goods should be sent to:
COSMEHUB
Pistacjowa 16
Dyminy, Poland
The consumer is responsible for the direct costs of returning the goods.
The returned products should be properly secured for transportation and, where possible, returned in their original packaging.
Condition of Returned Products
The consumer may inspect the goods to the extent necessary to establish their nature, characteristics and functioning.
However, the consumer may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Products that have been used are not eligible for return where the use goes beyond what is necessary to inspect the goods.
In particular, products that have been opened, used, consumed, altered or otherwise handled beyond what is necessary for inspection may be subject to a reduction in the refund or may not be eligible for return where an applicable statutory exception applies.
Sealed Products
Some products sold by COSMEHUB are supplied in sealed packaging.
Where a product is delivered in sealed packaging and cannot be returned after opening for reasons relating to health protection or hygiene, the right of withdrawal does not apply once the sealed packaging has been opened, where such statutory exception is applicable.
For this reason, customers should not open or use sealed products if they intend to exercise their right of withdrawal.
Refunds
Once you validly withdraw from the contract, COSMEHUB will refund the payments received from you in accordance with applicable consumer law.
The refund will generally be made using the same payment method that you used for the original transaction, unless you have expressly agreed otherwise.
COSMEHUB may withhold the refund until we have received the returned goods or until you have provided evidence that you have sent the goods back, whichever occurs first.
Where applicable, the refund will include the cost of the standard delivery option offered by COSMEHUB for the original order. Additional costs resulting from your choice of a more expensive delivery method will not be refunded.
The consumer is responsible for the direct costs of returning the goods.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply in cases provided for by applicable law, including, in particular, contracts:
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for goods made to the consumer's specifications or clearly personalised;
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for goods that are liable to deteriorate or expire rapidly;
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for sealed goods which are not suitable for return for reasons of health protection or hygiene if the seal has been removed after delivery;
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for goods which, after delivery, have been inseparably mixed with other items due to their nature;
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for other goods or services for which the applicable consumer protection legislation expressly excludes the right of withdrawal.
If you are unsure whether a particular COSMEHUB product can be returned, please contact us before opening or using the product at:
Complaints
If a product purchased from COSMEHUB is defective or does not conform to the contract, you have the statutory rights available to you under applicable consumer protection legislation.
A complaint may be submitted by e-mail to:
Please include, where possible:
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your name and contact details;
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order number;
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name of the product;
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description of the defect or non-conformity;
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date on which the defect was noticed;
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photographs or other evidence of the issue.
If necessary, we may ask you to provide additional information or to return the product for inspection.
Returning a Product Subject to a Complaint
If the product needs to be returned for examination, COSMEHUB will provide you with the appropriate instructions.
The return address is:
COSMEHUB
Pistacjowa 16
Dyminy, Poland
Please do not send a product subject to a complaint without first contacting us by e-mail.
Available Remedies
Depending on the circumstances and applicable consumer law, you may be entitled to remedies including:
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replacement of the defective product;
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repair of the defective product, where applicable;
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a reduction of the price;
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withdrawal from the contract and a refund, where the statutory requirements are met.
Where a refund is due, COSMEHUB will refund the relevant amount using the original payment method, unless otherwise agreed with you.
Complaint Processing
COSMEHUB will review your complaint and provide a response within 7 days of receiving the complaint, where this timeframe is applicable to the particular complaint under our customer service procedure.
If additional information or examination of the product is required, we may contact you to obtain the necessary information.
Important Information
COSMEHUB sells cosmetic products to consumers.
We recommend that all products are stored and handled in accordance with the manufacturer's instructions and any information provided on the product packaging.
For health and hygiene reasons, customers should not open or use sealed products if they intend to exercise their statutory right of withdrawal and the relevant statutory exception applies.
If you have any questions regarding returns, withdrawal from a contract or complaints, please contact us:
COSMEHUB
Pistacjowa 16
Dyminy, Poland
E-mail: cosmehub.contact@gmail.com