Terugbetalingsbeleid
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, items must be returned unused, unopened, undamaged, and in their original packaging, including any tags, seals, protective wrapping, or accompanying materials where applicable. Proof of purchase is required.
Please note that certain products are not suitable for return for reasons of health protection and hygiene once opened or unsealed. This includes, but is not limited to, beauty and personal care products where the original packaging, seal, or protective closure has been opened, removed, or damaged.
Products that do not have a seal by default (including but not limited to La Sultane de Saba Black Soap, Shea Butters, Scrubs, and similar items) may only be returned if the shipping box remains unopened.
Returns sent without prior return authorization will not be accepted. To request a return, please contact us at info@peonybeauty.nl.
Customers are responsible for all return shipping costs. Original shipping costs are non-refundable.
Once your return request has been approved, we will provide further return instructions.
Damaged or Incorrect Items
Please inspect your order upon delivery and contact us immediately if an item is defective, damaged, or if you received the wrong product so that we can evaluate the issue and provide an appropriate solution.
Non-Returnable Items
The following items cannot be returned:
- Opened or used beauty and personal care products
- Products with broken or removed seals
- Products not returned in their original condition or packaging
- Gift cards
- Personalized or custom-made items
- Hazardous materials, flammable liquids, or gases
Clearance and sale items are eligible for return only in accordance with applicable European consumer legislation. Exchanges are not available for clearance items.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a different item is to place a new order separately once your approved return has been processed.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, subject to the conditions outlined in this policy.
Returned items must be unused, unopened, undamaged, and returned in their original packaging together with proof of purchase.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please note that processing times may vary depending on your payment provider or bank.
Refund processing may take up to 14 business days after the return has been received and approved.
Original shipping costs are non-refundable.
Incorrect Delivery Information
Customers are responsible for providing accurate delivery information at checkout.
PEONY cannot be held responsible for lost, delayed, or undeliverable shipments caused by incorrect or incomplete address details provided by the customer.
If you notice an error in your delivery information, please contact us immediately at info@peonybeauty.nl.
If a shipment can still be intercepted or redirected, any additional shipping or handling fees will be the responsibility of the customer.
If a package cannot be recovered due to incorrect delivery information provided at checkout, no refund will be issued.