Returns and Refund Policy
14 calendar days from receipt to return without giving reasons, under Directive 2011/83/EU.
60-day money-back commercial guarantee, voluntary and additional to your legal rights.
As an EU consumer, you have two distinct, complementary protections when buying from KONIRIA™: a legal right of withdrawal guaranteed by EU law, and our own commercial satisfaction guarantee. Both are explained below.
1. How to exercise your right of withdrawal
Under Directive 2011/83/EU on consumer rights, if you are a consumer resident in the EU you may withdraw from your purchase within 14 calendar days of receiving the goods, without giving any reason and without incurring any charge other than the direct cost of returning the goods.
To exercise this right, simply send a clear statement to [email protected] within the 14-day window, indicating your order number and your wish to withdraw. You may also use the EU Model Withdrawal Form provided in Annex I(B) of the Directive (view on EUR-Lex) — we will gladly send you a copy on request.
2. Refund timing
We will reimburse all payments received from you within 14 days of being informed of your decision to withdraw, using the same means of payment you used for the original transaction (unless you expressly agree otherwise). We may withhold the refund until we have received the goods back, or until you have provided evidence of having sent them back, whichever is the earliest.
3. Cost of return
Unless we have agreed otherwise in writing, you will bear the direct cost of returning the goods. We recommend using a tracked shipping method, since you remain responsible for the goods until we receive them.
4. Condition of returned goods
Goods should be returned unused and, where reasonably possible, in their original packaging. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Cosmetic products that have been opened may have their value reduced and the refund adjusted accordingly.
5. Exceptions to the right of withdrawal
Under Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to certain categories of goods, in particular:
- Sealed cosmetic or hygiene products that have been unsealed (opened) after delivery and are therefore not suitable for return for hygiene or health protection reasons.
- Goods made to your specifications or clearly personalised.
- Goods which, by their nature, are inseparably mixed with other items after delivery.
For our face masks: unopened, unsealed packs can be returned under your right of withdrawal. Opened or unsealed packs cannot be returned for hygiene reasons, in line with Article 16(e) of the Directive.
6. KONIRIA™ 60-day satisfaction guarantee
In addition to your legal rights, we offer a voluntary 60-day satisfaction guarantee. If you are not satisfied with your KONIRIA™ routine within 60 days of receipt, contact us at [email protected] and we will work with you to find a solution, including a refund where appropriate. This guarantee applies to one purchase per customer and may require returning the product. This commercial guarantee is independent of, and does not replace or limit, your statutory rights as an EU consumer.
7. Damaged, defective or wrong items
Under Directive 2019/771 on the sale of goods, you are entitled to a remedy if the goods you receive are not in conformity with the contract — for example if they arrive damaged, defective, or are not what you ordered. In such cases you may request repair or replacement free of charge or, where appropriate, a price reduction or a full refund.
Please contact us at [email protected] within a reasonable period of discovering the defect, ideally with photographs of the item and packaging. The cost of returning non-conforming goods is borne by us.
8. How to contact us
For any return, refund or guarantee request, write to [email protected] including your order number. We typically reply within 1–2 business days.
You may also use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
Frequently asked questions
When does the 14-day withdrawal period start?
On the day you (or a third party indicated by you, other than the carrier) take physical possession of the goods. If your order is delivered in multiple shipments, the period starts on the day you receive the last item.
Can I return a mask I have already opened?
No. Sealed cosmetic and hygiene products that have been unsealed are excluded from the right of withdrawal under Article 16(e) of Directive 2011/83/EU. Unopened, sealed packs can be returned within 14 days.
Who pays the return shipping?
For withdrawals (change of mind), the consumer bears the direct cost of returning the goods. For damaged, defective or wrong items, return shipping is at our cost.
How will I receive my refund?
Via the same payment method used for the original order, within 14 days of being informed of your withdrawal (we may wait until the goods are received or evidence of dispatch is provided).
Is the 60-day guarantee the same as my legal rights?
No. The 60-day satisfaction guarantee is a voluntary commercial commitment from KONIRIA™ and is in addition to — not instead of — your statutory rights as an EU consumer (right of withdrawal, legal guarantee of conformity).
What if my package arrives damaged or items are missing?
Contact us at [email protected] as soon as possible with photographs and your order number. You are entitled to a free repair, replacement or refund under Directive 2019/771.
Do I have to give a reason to withdraw within 14 days?
No. The right of withdrawal can be exercised without giving any reason. We may optionally ask for feedback to help us improve, but it is not a condition for the refund.