Complaint Form (PDF)
Use this form when reporting product defects, damage, or delivery issues.
DownloadCustomer Service
Returns &
Complaints
We stand behind the quality of every shipment. If something isn't right, we want to make it right quickly and professionally.
The Process
01
Inspect on Arrival
Inspect all goods within 2 business days of delivery. Check for damage, incorrect items, or quality discrepancies. Note any issues on the carrier's delivery documentation if applicable.
02
Contact Us Promptly
Email [email protected] as soon as possible. For B2B quality claims, notify us within 5 business days of delivery unless mandatory law requires otherwise. Include order number, issue description, and photos of products and packaging.
03
Investigation
We will review your claim within 3 business days and may request a physical sample for lab analysis. We take all quality claims seriously and investigate thoroughly.
04
Resolution
Approved claims are resolved by: (a) replacement shipment, (b) credit note for future orders, or (c) partial/full refund depending on the nature of the issue. We aim to resolve all claims within 10 business days.
Conditions for B2B Quality Claims
Accepted Claims
- ✓Products materially different from specification
- ✓Verifiable contamination or foreign matter
- ✓Incorrect products shipped
- ✓Damage in transit (with carrier documentation)
- ✓Missing certification documents
Not Accepted
- ✗Claims submitted after 5 business days of delivery
- ✗Products that have been opened and partially used
- ✗Subjective preference (aroma intensity, color shade)
- ✗Damage caused by improper storage by Buyer
- ✗Custom/special orders (unless defective)
Consumer Returns (EU Distance Sales)
If you purchase as a consumer, you may have a statutory 14-day right of withdrawal from delivery, unless a legal exception applies. Typical exceptions include sealed goods that are not suitable for return for health or hygiene reasons once unsealed, or custom-made goods prepared to your specification.
To request withdrawal, email [email protected] with your order number and withdrawal notice before sending goods back.
This section does not limit any mandatory rights you have under applicable consumer law.
Downloadable Forms
Withdrawal Form (PDF)
Use this form for statutory consumer withdrawal requests where applicable.
DownloadSubmit a Complaint
Email us at [email protected] with your order number, photos, and a description of the issue.
Contact Support