Cancellation, Returns & Exchanges Policy

Order cancellation

You may ask to cancel your order by contacting support before it has been handed to the carrier. If preparation or carrier handover has already been completed, the withdrawal and return process may apply instead. Once cancellation is approved, the amount collected is refunded using a method compatible with the original payment method.

14-day right of withdrawal

For products not subject to a statutory exception, you may withdraw from the contract within fourteen days of delivery without giving a reason or paying a penalty. You may also notify us of withdrawal before the goods are delivered.

Your notice should be sent by email, contact form or another durable medium and clearly state your order number and intention to withdraw. A telephone call alone is not treated as a sufficient method of exercising the right of withdrawal.

Health and hygiene exception for cosmetic products

The right of withdrawal may not apply where, after delivery, packaging, tape, seals, protective film or security seals have been opened and, due to the nature of the product, resale would be unsuitable for health or hygiene reasons. This exception applies only where all conditions required by law are satisfied for the specific product and circumstances.

Inspecting the outside of a product box is not the same as opening a hygiene seal or protective element attached to the product. If you are unsure, contact support before using the product or opening protective elements.

Important: the hygiene exception does not remove your statutory remedies for a product that is damaged, incorrect or defective.

Returning the product

Following a withdrawal notice, unless the seller has offered to collect the goods, you must send the product to the notified return address within the period prescribed by current law—currently fourteen days. Where possible, the product should be packed with its original box, accessories, gifts and invoice in a way that protects it during transport.

The return code and carrier details are shared when your request is approved. The carrier, charges and cost allocation stated in the pre-contract information apply. Consumers cannot be charged return shipping for defective goods.

Return shipping costs

In a withdrawal, the amount of the return shipping cost and the party responsible for it must be shown clearly in the Pre-Contract Information Form before the order is placed. If this information was not provided, the relevant cost is borne by the seller. If the specified carrier has no branch at the customer’s location, the goods are collected from the customer without an additional charge.

If the customer uses a carrier other than the one specified, the cost and risk rules set out in applicable law apply.

Refunds

For a product subject to withdrawal, payments collected—including delivery costs where required by law—are refunded within fourteen days from the date the product is handed to the carrier specified in the pre-contract information; where a different carrier is used, the period runs from the date the product reaches the seller. For withdrawal before delivery, the period begins when the notice is received.

The refund is made in one transaction, using a method compatible with the original payment method and without imposing an additional cost on the consumer. The time taken by a bank or card issuer to post the refund may be outside Rasvenis’s control.

Damaged, incorrect or defective products

If a product does not match the order, arrives incomplete or damaged, or does not have the characteristics reasonably expected of it, contact us with your order number and, where possible, photographs. The statutory remedies under Law No. 6502—including repair free of charge, replacement with a conforming equivalent, price reduction or rescission of the contract—will be assessed according to the product and the nature of the request.

Consumers are not charged shipping or inspection costs in defective-goods processes. The hygiene exception for cosmetics does not prevent a defective-goods claim.

Exchanges, promotions and gifts

A direct exchange may be offered where stock and operations allow; otherwise, a new order can be placed after the return has been completed. If only part of a bundle, set or promotional order is returned, the applicable discount conditions may be recalculated. Promotional items or gifts linked to the returned order may also need to be returned, without limiting statutory rights.

Submitting a request

In your email, include the order number, your full name, request type, date of your withdrawal notice and the products being returned. Photographs or video can help us assess a damaged or defective product more quickly; being unable to provide them does not automatically remove your statutory right to make a claim.

Example wording: “I hereby notify you that I exercise my right to withdraw from the distance sales agreement in respect of the products listed below.” Include the order number, product, delivery date, full name, address and date.