Complaints & Returns

Complaints

After paying the amount on delivery and confirming receipt of the package, it is possible to open the package in the presence of the courier - in the event of non-compliance, a discrepancy report is prepared, which is the basis for a complaint.

If the purchased product turns out to have manufacturing defects or is not as described, please follow the complaint procedure below:

• Send us the product you want to complain about, enclosing a written statement in which you describe the detailed reasons for the complaint, the form of compensation, as well as the return address and account number to which the refund is to be made (depending on the decision made by the store).
• Within 14 days of receiving the package, we will inform you by e-mail or telephone about the result of the complaint procedure.
• If the complaint is decided in favor, within 7 working days from the date of making the decision, we will compensate the costs incurred by you by: repairing the complained product, sending a new product or refund.
• If the complaint is found to be unjustified, we will provide you with a detailed justification of the decision made and send the product back at our expense within 14 working days. In the case of payment by credit card, the refund will be made to the card.

Download the complaint form.

If in doubt, please contact us at the following e-mail address: support@timelessskincare.eu

We will provide you with tips on how to quickly and easily make a complaint.

 

Returning products

In accordance with applicable regulations, within 14 calendar days from the date of delivery of the ordered goods, you have the right to return them without giving any reasons as part of withdrawal from the contract, in accordance with the general principles resulting from the provisions on concluding distance contracts. This applies to the sale to a natural person who makes a purchase for purposes not related to professional or business activity and a natural person concluding a contract directly related to his business activity, when the content of this contract shows that it does not have a professional nature for that person, resulting in particular from the subject of economic activity performed by him/her, made available on the basis of the provisions on the Central Register and Information on Economic Activity.

 

If you want to return a product:

• Send back the purchased product in an undamaged condition and in its original packaging with all its contents.
• Attach a written declaration to the package in which you express your will to return the product, as well as the account number to which the refund is to be made.
• Within 3 working days of receiving your parcel, we will check the condition of the delivered product (whether it has any signs of use, has not been damaged or destroyed, or is in the original packaging with all its contents).
• If we do not notice any contraindications, we will send a notification to your e-mail address that the return of the product has been approved. Funds will be refunded to the attached account number within 7 days. When paying with a payment card, the funds will be refunded to the card.

Download the specimen of the withdrawal from the contract.

If your return of the product is rejected (due to the damage to the product or signs of use), we will send you a notification to the e-mail address provided that the return of the product has not been accepted. Within 7 working days, we will send the product back to the indicated return address, covering the shipping cost.