We help with damaged, defective or incorrect products. We do not offer an additional satisfaction guarantee or voluntary returns simply because a product is not to your taste. Your statutory consumer rights, including any applicable right to withdraw, remain unaffected.
Damaged, defective or incorrect items
Email info@soeursbotaniques.com with your order number and a description of the issue. Photos can help us assess damage. We will arrange the remedy required by applicable law, which may include replacement, repair, a price reduction or a refund, and cover return costs where legally required. Opening a product does not remove rights relating to defects or goods that are not as described.
Your right to withdraw
For eligible consumer orders, you generally have 14 days after you, or a person designated by you, receives the goods to tell us that you wish to withdraw from your purchase. You do not need to give a reason. Send your notice to info@soeursbotaniques.com with your name, order number and a clear statement that you wish to withdraw. You can also submit your request through our online withdrawal form, which acknowledges submissions by email.
Returning products
After notifying us of withdrawal, please return eligible products within 14 days. Unless otherwise required by law or agreed by us, customers pay the direct cost of return shipping and should use appropriate protective packaging.
Sealed beauty products
Where a product is supplied sealed and is unsuitable for return for genuine health protection or hygiene reasons, the statutory withdrawal right does not apply after that seal is broken following delivery. This exception applies only when those conditions are met; it is not a blanket exclusion for every cosmetic or accessory. Rights relating to defective or misdescribed goods remain unaffected.
Refunds
For an eligible withdrawal, we refund payments due under applicable law, including original standard outbound delivery charges where applicable, within 14 days of being informed of withdrawal. We may wait until the goods are returned or you provide evidence that you have sent them back, whichever is earlier. Refunds are generally issued using the original payment method unless you expressly agree otherwise.
withdrawal notice
If you reside outside the EU, local mandatory consumer rights may also apply. Contact us if you need information about your rights in your country.
