Returns and complaints

1. Right of withdrawal

As a consumer you may withdraw from the order within 14 days of receiving it, without giving a reason (art. 50 ZZP).

Telling us at info@onecosmetix.com within that period is enough. No form is needed.

2. When it does not apply

A cosmetic product whose original packaging or hygiene seal has been broken cannot be returned, for reasons of hygiene and health protection (art. 57(5) ZZP).

Orders from a business account are not consumer contracts, and the right of withdrawal does not apply to them.

3. Conditions

• The product is unused, in its original packaging, with the hygiene seal intact.
• The proof of purchase or the order number is included.
• Return postage is at your cost, unless the product is defective or was sent in error.

4. Refunds

We refund within 14 days of receiving the returned goods, by the same means the order was paid for, unless agreed otherwise.

The original delivery cost is refunded when the withdrawal covers the whole order.

5. Complaints

If something is defective or not as described, write to info@onecosmetix.com with the order number and a photograph.

A consumer may raise a complaint within two years of delivery (art. 112 ff. ZZP).

If a parcel arrives damaged, refuse the delivery and tell us at once: a claim against the courier is far easier to make before the parcel has been accepted.