Returns and withdrawal
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Everything in [square brackets] is still missing. The operator's name, address and contact details have to be filled in, and the wording should be checked by a lawyer or a legal-text service before the shop goes live.
In short
- You can send back an order within 14 days of receiving it, without giving a reason. Just tell us by e-mail or letter.
- Cosmetics with a hygiene seal (a protective foil, a sealed cap, a sealed box) can only be returned while the seal is unbroken. Once opened, they cannot be taken back for health and hygiene reasons.
- You pay the cost of sending the goods back.
- We refund you within 14 days, to the same payment method you used.
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us ([Full name of the owner, or company name with legal form], [Street and number], [Postcode] [City], Germany, phone: [Phone number], e-mail: [hello@dewlycare.com]) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Opened cosmetics (hygiene exception)
The right of withdrawal expires early for contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery (§ 312g(2) no. 3 BGB; Art. 16(e) Directive 2011/83/EU).
In plain words: many cosmetics come with a seal — a protective foil, a sealed cap or pump, or a sealed box. If you remove or break that seal, the product can no longer be returned, because nobody else could safely use it afterwards. As long as the seal is unbroken, you can return the product as described above. Products without such a seal are not affected by this exception.
Your statutory rights for a defective product are not affected by any of this.
Returning part of a 3-item order
If your order got the 3-item discount and fewer than 3 items remain after a partial withdrawal, the discount on the items you keep falls away and is deducted from the refund. You may keep the gift. Details: terms, section 7.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
— To [Full name of the owner, or company name with legal form], [Street and number], [Postcode] [City], Germany, e-mail: [hello@dewlycare.com]:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date
(*) Delete as appropriate.
Last updated: 25 September 2026