Terugbetalingsbeleid

Your right to cancel (EU/EEA customers)

You have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, contact us at support@strawberryskinlab.com with your order number, or use the EU Model Withdrawal Form.

You then have a further 14 days to send the goods back to: Strawberry Skin Lab, Rogier van der Weydestraat 1-A49, 1817MJ Alkmaar, the Netherlands.

What can and can’t be returned

For hygiene reasons, we can only accept returns of skincare products if the factory seal is unbroken and the item is unused. This is standard practice for cosmetic products and is permitted under EU consumer law (Article 16(e), Directive 2011/83/EU). Once a seal is broken, the product cannot be resold and cannot be returned unless it is faulty or not as described.

Bundles/systems must be returned complete; we cannot accept partial returns of a multi-product set.

Refunds

Once we receive your return, we refund the full order value (including original standard shipping cost) within 14 days, using your original payment method. Return shipping costs are the customer’s responsibility unless the item is faulty or we made an error.

Faulty or incorrect items

If an item arrives damaged, faulty, or different from what you ordered, contact us within 14 days of delivery with a photo. We will replace it or refund it in full, including return shipping, at no cost to you. This is separate from — and in addition to — your 14-day cancellation right, and reflects your statutory rights under Dutch/EU conformity law (Book 7 BW), which cannot be limited by this policy.

Customers outside the EU/EEA (including the United States)

The same 14-day return window and conditions above apply to all customers as a matter of policy, regardless of location, unless local law grants you additional rights. We do not offer extended or “satisfaction guaranteed” return windows beyond what is stated here. All claims regarding product results are limited to those explicitly stated on our product pages; see our Terms of Service for our full disclaimer on results and fitness for a particular purpose.

Subscriptions

See the separate Purchase Options Cancellation Policy below for how returns interact with Subscribe & Save orders.