Withdrawal from the contract within 14 days

RETURNS AND WITHDRAWAL • 14 DAYS

Right to Withdraw From the Contract and Return Goods

You have the right to withdraw from a purchase contract concluded outside business premises within 14 days of receiving the goods (unless the law provides an exception). Details are governed by the General Terms and Conditions – paragraph 6. WITHDRAWAL FROM THE PURCHASE CONTRACT.

If you are purchasing under a company ID number, you do not have the right to withdraw from the contract within 14 days without giving a reason, because this right applies only to consumers. A purchase under a company ID number is considered a purchase made in the course of business activity and is governed by different rules (for example, a different warranty period, as specified in the terms and conditions).

When can I withdraw?

You may withdraw within 14 days of receiving the goods (or within 14 days of receiving the final delivery in the case of a split order). Withdrawal is also possible before receiving the goods. The seller may not make this right conditional upon any penalty.

Legal references

Section 1818, Section 1820(1)(f), Section 1829 of Act No. 89/2012 Coll., the Civil Code; Section 7(6) of Act No. 102/2014 Coll. (exceptions to the right of withdrawal).

Situation / Type of Goods	Possibility to Withdraw / Return	Note
Goods in protective packaging (hygiene)	Withdrawal is not possible if the protective seal has been broken.	Typically: cosmetics, oils, audio media after unpacking.
Custom-made goods	Withdrawal is not possible.	Custom production and goods made according to the customer’s specific requirements.
Perishable goods	Withdrawal is not possible.	Food and consumer goods with a short shelf life.
Digital content (without physical media)	Generally, withdrawal is not possible if the consumer expressly agreed to the supply and was informed of the loss of the right.	For example, downloaded files, access to streamed content.
Periodicals / books	Not possible if the protective packaging has not been preserved.	Exceptions apply to subscriptions.
Diffusers (electric / battery-operated)	Return is possible when performing a normal function check (without using oil). If the diffuser has been used with oil, it cannot be returned.	A short start-up of the empty device is sufficient for inspection.
Aroma oils, sets, and samples	Returns of oils and sprays are not possible for hygiene reasons.	Sets may only be returned as a whole; individual parts supplied as one unit cannot be returned separately.

When can I withdraw?

Within 14 days of receipt (or from the final delivery in the case of a split order). Also possible before receipt.

Protective seals

Goods with a broken safety seal (hygiene) cannot be returned.

Diffusers

You may inspect them without oil. After use with oil, they cannot be returned.

Sets and samples

They must be returned as a whole; breaking the seal on the box makes return impossible.

Custom-made products

Withdrawal is not possible.

How can I withdraw from the contract?

To withdraw, use our sample form or contact customer support. Please provide the order number, date of receipt, and your preferred return method (in person / by shipment).

Who pays the return costs?

The usual costs of a standard return are borne by the customer, unless agreed otherwise. If the goods are defective or were delivered incorrectly, the seller bears the return costs.

What if I return a damaged product?

If you return goods damaged on your side or used beyond what is necessary for inspection, the reduction in the value of the goods may be taken into account. In the event of damage during transport, please inform us immediately.

Online form for returning or exchanging goods

This information is a summary of the rules for withdrawal and goods returns. Final legal claims and exceptions are governed by the relevant sections of the law (see above). If anything is unclear or if you want to start the return process, please contact our customer support — we will help you with the next steps.