Refund policy

Return & Refund Policy

Last updated: 13/09/2026

We want you to love what you ordered. If something isn't right, this policy explains your rights and how returns and refunds work.

Your Right to Cancel (14-Day Withdrawal Right)

If you are a consumer shopping from within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days, without giving any reason, in accordance with EU Directive 2011/83/EU on consumer rights.

  • The 14-day period starts on the day you (or someone you nominate) receive the goods.
  • If your order contains multiple items delivered separately, the period starts on the day you receive the last item.
  • To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires. You can do this by emailing us at [insert email] with your order number and a clear statement that you wish to withdraw from your purchase.
  • After notifying us, you have a further 14 days to send the item(s) back to us.

Exceptions to the Right of Withdrawal

For hygiene and health protection reasons, the right of withdrawal does not apply to the following once the item has been unsealed or used, in line with Article 16 of Directive 2011/83/EU:

  • Makeup brushes and applicators that have been used
  • Eye masks, skincare patches, or any product designed for direct skin/eye contact once the seal or packaging has been opened
  • Any item that is not suitable for return due to health or hygiene reasons, and was unsealed after delivery

Unused items in their original, unopened packaging can still be returned within the 14-day period.

How to Return an Item

  1. Contact us at mvretail@outlook.be within 14 days of receiving your order, including your order number and the item(s) you wish to return.
  2. We will confirm your return and provide instructions on where to send the item.
  3. Pack the item securely in its original packaging, unused and with all tags/seals intact (where applicable).
  4. Send the item back to the address we provide. Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit back to us.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed within 14 days of receiving the returned goods (or proof that you've sent them back, whichever is earlier).
  • Refunds will be issued to your original payment method.
  • The original standard shipping cost you paid at checkout will also be refunded, in accordance with EU consumer law. If you chose an upgraded/express shipping option, we will only refund the cost of standard shipping.
  • We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent them back.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us within 14 days of delivery at mvretail@outlook.be with photos of the issue. In these cases:

  • You will not be charged for return shipping.
  • You are entitled to a full refund, replacement, or repair, at your choice, in accordance with EU consumer protection law.

Legal Guarantee of Conformity

As an EU consumer, you are entitled to a legal guarantee that goods are free from defects that existed at the time of delivery, for 2 years from the date of delivery, in accordance with EU Directive (EU) 2019/771 on the sale of goods. This is separate from and in addition to your right of withdrawal above.

If a product turns out to be faulty within this period, please contact us at mvretail@outlook.be and we will offer a repair, replacement, price reduction, or refund, depending on the circumstances.

Non-Returnable Items

In addition to the hygiene exceptions above, the following cannot be returned:

  • Gift cards
  • Items marked as final sale or clearance at the time of purchase

Contact Us

If you have any questions about our Return & Refund Policy, please contact us at:

Email: mvretail@outlook.be  Business name & address: [Edgar Van Baveghemstraat 8, Tielt, Belgium

This policy is provided as a general template based on EU consumer protection law (Directive 2011/83/EU and Directive (EU) 2019/771) and does not constitute legal advice. We recommend having it reviewed by a legal professional to ensure it fully complies with the specific requirements of the country/countries you sell to.