RETURN POLICY

We want you to be happy with your purchase. However, if you change your mind or experience a problem with your order, you can return your products under the conditions below.

Right of withdrawal
You have the right to submit a return request within 14 days of receiving your order, stating the reason.

Returns conditions
To be eligible for a return, the item must:

  • to be unused and undamaged
  • must be in the original, unopened packaging, including any seals
  • must be accompanied by proof of purchase

Return and service costs

Return costs are 8.95 euros from Belgium and 12.25 euros from the Netherlands, this will have to be compensated by the buyer if it meets our return policy.

There is also a service charge of 2.25 euros added to every return shipment.

Cancellation Policy

At Anua Vera we strive to process and ship orders as quickly as possible. Therefore we have the following cancellation policy:

  • Cancellation is only possible within 24 hours after placing the order.
  • The customer must actively contact us within these 24 hours (for example via email or our contact form) to request a cancellation.
  • If no contact is made within this period, the order will be processed and/or shipped automatically. In that case, cancellation is no longer possible and the right to a refund expires.
  • If your order has already been shipped, you can no longer cancel it. You can return the product after receiving it according to our return policy.

Important exception: opened and sealed products

For reasons of health protection and hygiene, we cannot accept returns of cosmetic products if the seal has been broken (in accordance with Article 16 of the European Consumer Rights Directive).

Please note: the seal is considered broken when a product is visibly opened or the safety sticker is damaged.

Return procedure

  1. Please contact us at info @anua -vera .com to request your return.
  2. Please provide your order number and reason for return (if applicable).
  3. If approved, you will receive a return label and shipping instructions.

We cannot process items that are returned without approval.

Damaged or incorrect items
Please check your order carefully upon receipt. If an item is damaged or you have received the wrong product, please contact us immediately at info @anua -vera .com . We will be happy to resolve the issue as soon as possible.

Exceptions to returns
We do not accept returns for:

  • products where the seal has been broken
  • items on sale
  • gift cards

Exchanges
Want a different product? Return your original item according to our guidelines and place a new order.

Refunds

Once we have received and checked your return, you will receive a confirmation by email. If the return is approved, we will refund the amount to your original payment method within 10 business days .

Please allow processing times with your bank or credit card company. If you have not received your refund after 15 business days , please contact us at info@anua-vera.com .

NB:

  • Refunds will only be processed after we have received and inspected the returned product .
  • Orders that have already been shipped are not eligible for cancellation and immediate refund . Only after receipt of the product and approval of the return can a refund be made.
  • We do not offer refunds without a return .

This addition makes it clear that a refund will only take place once the product has been returned and checked.

Contact
If you have any questions about our return policy, please feel free to contact us at info @anua -vera .com .