Polityka zwrotu kosztów

Thank you for shopping at VesaBeauty. This Returns & Refund Policy explains how returns, refunds and exchanges are handled.

1. Change-of-Mind Returns

This section applies only to change-of-mind returns and does not affect your statutory rights in relation to faulty, damaged or incorrect products.

If you simply change your mind about your purchase, you may cancel your order within 14 days of receiving the goods.

After notifying us of your cancellation, you must return the goods to us without undue delay and, in any event, within 14 days of notifying us of your cancellation.

The direct cost of returning the goods is your responsibility, unless the return is required because the product is faulty, damaged, incorrect or not as described.

We recommend using a tracked delivery service when returning goods. We are not responsible for returns that are lost or damaged in transit where you have chosen and arranged the return.

2. Condition of Returned Items

To qualify for a change-of-mind return, items should be:

in their original condition, with the original packaging and any protective seals intact, unused.
Sealed cosmetics, personal care and hygiene-sensitive products cannot be returned once the protective seal has been opened, where the product is no longer suitable for return for health protection or hygiene reasons.
This includes products where opening the protective seal may compromise the product's hygiene, safety, integrity or shelf life, including where applicable the product's stated period after opening (PAO).

If the product doesn't have such protection seals originally write us at support@vesabeauty.co.uk before initiating the return. We will assist in coordinating with the manufacturer.

3. Items Excluded from the return

Certain goods are excluded from the statutory right to cancel.

These may include:

Perishable goods (e.g., food, unopened products with a short shelf life)
Custom or personalized products
Personal care items (e.g., intimate or sanitary cosmetics or opened, used cosmetics for hygiene and safety reasons)
Items marked as final sale/last chance/outlet (with BB dates in titles).
Digital Gift Cards are delivered electronically and are issued for immediate use. The digital gift card cannot be cancelled or refunded once it has been issued and delivered.
Book with obvious signs of use

Partial Refunds

There are certain situations where only partial refunds are granted:

Books with obvious signs of use
Any item not in its original condition is damaged or missing parts for reasons not due to our fault.

4. How to Request a Return

To request a return, please email: support@vesabeauty.co.uk
Please include: your order number; the product(s) you wish to return; and the reason for the return, where applicable.
If your return is approved or return arrangements are required, we will provide you with the relevant instructions.

Please do not send products to the manufacturer or to any other address without prior agreement from Vesa Beauty Ltd.

5. Returning Your Order

Please package returned products securely to prevent damage during transit.

Where the original product packaging is made of cardboard or another material that may be damaged during transport, we recommend using suitable protective packaging rather than sending the product in an unprotected envelope.

When returning goods, we recommend using a tracked delivery service and keeping your proof of postage and tracking information. Where the customer is responsible for arranging and paying for the return, the customer is responsible for the return until it is delivered to us.

Send your returns to:

Monta Fulfilment UK
2 Spire Rd,
Rushden
NN10 0FN

with a note: VESA + Order Number

Depending on where you live and the shipping option you choose, the time for the returned product to reach us may vary.

6. Return Shipping Costs

Faulty, damaged or incorrectly supplied products
If the return is due to a defect or incorrect product on our part, we will cover the return shipping costs.

For a change-of-mind return, you are responsible for the direct cost of returning the goods to us.

7. Returns Process

Once we receive the returned goods, our Returns Team will inspect the products to confirm that they are eligible for a refund and comply with this Returns Policy.
We aim to process returns within 7 working days of delivery. Occasionally, delays may occur if parcels are difficult to locate or require additional verification, and we will keep you informed.
Where the customer is responsible for arranging and paying for the return, the customer is responsible for the parcel until it is delivered to us. If the return parcel is lost or damaged in transit, the customer should contact the courier and submit any applicable claim as the sender of the return. Any compensation awarded by the courier will be paid in accordance with the courier's terms and conditions.
Once we have received and inspected the returned goods, we will process any eligible refund without undue delay and within 14 days of receiving the returned goods, subject to any rights we may have to withhold the refund in accordance with applicable law. Refunds will be processed using the original payment method. The time it takes for the funds to appear in your account depends on your bank or card issuer and may vary.
If a returned item is not eligible for a refund, we may, at the customer's request, return the item to them at their cost. If the customer does not request the item to be returned, we may dispose of it in accordance with our procedures.

8. Late or missing refunds

If you haven’t received your refund:

Check your bank account again.
Contact your credit card company, as there may be delays in posting.
Contact your bank, as processing times vary.

If you’ve done all of this and still haven’t received your refund, please contact us at support@vesabeauty.co.uk.

9. Exchange (if applicable)

If you receive a damaged, defective, or incorrect item, please contact us at support@vesabeauty.co.uk as soon as possible after delivery.

Please provide photos showing the issue and packaging. We will review the case and provide an appropriate solution, which may include a replacement, refund, or other resolution.
Exchanges are for the same or equivalent product, subject to stock availability.

10. Personalized & Custom-Made Items

The following rules apply to the return of the Advent Calendar & Mystery Box: The Advent Calendars & Mystery Box are personalized and custom-made items. Your right to withdraw from the contract in accordance with the regulations for the above-mentioned reasons does not apply if the calendar has been unpacked and the seals have been removed. Regardless, your statutory rights, including your statutory warranty rights, continue to exist without restriction.

11. International Returns

For international returns, customers are responsible for return shipping costs and any associated duties or taxes. Please contact us at support@vesabeauty.co.uk to arrange an international return.

12. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return - once the returned item is received.

If the item wasn’t marked as a gift when purchased or the gift giver had the order shipped to themselves to give to you later, the refund will be sent to the gift giver.

13. Discount Codes (if applicable)

We are unable to apply discount codes, free items or sale items after purchase.

Vesa Beauty Ltd is not responsible for adding discount codes, sale items or free items after purchase. All sales, discount codes and free items are well described during sale campaigns and should be followed by the customer.

This policy is offered in addition to your legal rights to avoid misleading the consumer.

For any questions regarding returns, please contact us at:

Email: support@vesabeauty.co.uk

Contact Form: https://vesa.co.uk/pages/contact-us