Refund policy

Return and Refund Policy

We offer a 14-day right of withdrawal, which means you have 14 days after receiving your item to request a return.

How to Start a Return / Withdrawal
To exercise your right of withdrawal, you can complete your request instantly by using our electronic "Withdraw From Contract" button/form page, which can also be accessed at any time via the link located in our website footer.
Alternatively, you may still contact us at info@lafenice24.com.

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

!!! Product Condition Requirements
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You will also need the receipt or proof of purchase.

CRUCIAL HYGIENE EXCEPTION FOR BEAUTY PRODUCTS
In accordance with Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal expires prematurely for sealed goods which are not suitable for return due to health protection or hygiene reasons if they become unsealed or opened after delivery. 
For our cosmetics, skincare, makeup, and perfumes, this means that items can only be accepted for a return or refund if their original protective wrap, boxes, stickers, or hygiene seals remain completely intact, unopened, and unbroken. Opened, unsealed, or tested beauty products are strictly excluded from being returned or refunded.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved based on the condition of the hygiene seals. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@lafenice24.com.