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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Hygiene exemption — cosmetics Opened, unsealed, or used cosmetic and skincare products cannot be returned for health and hygiene reasons, in accordance with EU Directive 2011/83/EU, Article 16(e).
How to start a return To start a return, please contact us first at balancedskinmethod@gmail.com. Do not send items back without prior authorisation. Once we assess your request, we will provide further instructions. Items sent back without prior authorisation will not be accepted.
Exceptions / non-returnable items We do not accept returns on sale items or gift cards.
Damaged or defective items Please inspect your order upon reception and contact us immediately at balancedskinmethod@gmail.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of the damage.
Exchanges The fastest way to ensure you get what you want is to return the eligible item you have and, once the return is accepted, make a separate purchase for the new item.
European Union — 14-day cooling off period If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. Opened or unsealed cosmetic and skincare products are exempt from this right for hygiene reasons.
Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. If more than 15 business days have passed since we approved your return, please contact us at balancedskinmethod@gmail.com.
Contact Balanced Skin Method By MATRU, La Nucia, Spain balancedskinmethod@gmail.com