Refund policy – La PIEL

Refund policy


Termination of the purchase contract

Buyer can terminate the Contract (cancel the order):

1. unilaterally, without giving reasons for termination of contract within 30 days from the date of delivery of the product
2. If the product delivered is defective

 One-sided termination of the Agreement

If the buyer decides to terminate the contract (cancel the order) before the goods are delivered for delivery, the refund will be made within three (3) business days.

Pursuant to the Consumer Protection Act, in the case of remote purchases (when it is not a personal takeover but sent to a delivery service), you are authorized to terminate the Contract unilaterally by not giving reasons for it within 30 days of the date of delivery of the product or delivery of the last product from order. You can download the Standard Information Form for a one-off termination agreement on this link.

You may unilaterally terminate the contract using this form or by any other unambiguous statement in which you express your will to terminate the contract and specify the ordering information required as stated in the One-time Clearing House Agreement Form.

To be eligible for a one-off termination of this Agreement, you are required to notify La PIEL. to mail about your decision to unilaterally terminate the contract before the expiration of the 30-day deadline and this by an unquestioned statement sent by post or by e-mail, stating your name, surname, address, phone number or email address, you can also use the enclosed example of a one-sided termination agreement form.

In the event of a unilateral termination of the contract, we will act according to the Consumer Protection Act or the Mandatory Relationship Act. The refund of the amount paid for the goods you are seeking for a one-off termination will be effected without delay and within 30 days from the day when the goods are received at the address of the seller or after receipt of the certificate proving that you have returned the goods in question warehouse and that warehouse received the goods. Refunds will be made in the same way that you made your payment. Please note that when refunding the card money, the refund process may take a couple of days longer until the amount is visible on your card.

Returns must be made by the Buyer without delay, and no later than 30 days after the date of the unilateral termination of the contract. According to the Consumer Protection Act, the buyer is liable to bear the direct costs of returning the goods if he / she uses his right to unilaterally terminate the contract. In accordance with Article 77, paragraph 5 of the Consumer Protection Act, the buyer is responsible for any impairment of the purchased product resulting from the handling of the purchased product.

The prerequisite for a unilateral termination of the Agreement is that the Product has not been used and that the Seller returns in the identical condition in which it was taken over by the Buyer, in the original packaging, with the Declaration and the relevant documentation.

The Buyer shall bear the costs of delivering the Goods to the Buyer and returning the Goods to the Seller if all the Seller's conditions are met, that the product / products are ordered and delivered and that they have been delivered to the Buyer indemnified.

Termination of Contract Due to Product Malfunction

In the event that the reason for the refund or replacement is a damaged or defective product, the replacement will be at the Seller's expense, in the event that the Product is taken without any visible damage to the transport.

If goods are damaged when the goods are taken over from the delivery service and if the buyer notices the reason for the complaint for delivery manipulation, the goods must be promptly advertised to the delivery person because the goods and delivery claims filed after the delivery of the delivered items will not be considered by the Seller.

Execution of Product Returns

Ordered products are packaged in a way that they will not be damaged by normal manipulation in transport / delivery. The packs may include a variety of protective materials to prevent fracture (paper, styrofoam, sponge and / or the like).

The buyer is obliged to return the product to the Seller complete, in all cases where the Product is returned on any ground and in the condition in which it is delivered to it in the original packaging (the shopping cart in which the goods are delivered), with all the relevant parts and documentation, a mark indicating that the Product was not used or damaged may not be removed or damaged.

If the Buyer returns a defective product, with major damage or parts and documentation, and if he fails to deliver it within 30 days of the termination of the Contract, it is considered that the Buyer has not fulfilled his obligation to return the Goods and the Seller is not obliged to make a refund of the funds paid or the replacement.

The buyer must make a refund without delay and no later than 30 days from when, in accordance with Article 74 of the Consumer Protection Act, he informed the Seller of his decision to terminate the contract. It is considered that the Buyer has fulfilled his obligation in time if he or she submits to the Seller before the expiry of the above deadline. The buyer is responsible for any impairment of the goods resulting from the handling of the goods, except for what was necessary to determine the nature, characteristics and functionality of the goods.

The order returns must be made to the seller's address:

La PIEL d.o.o.

Gorice 10b

10 000 Zagreb


Reason for refunds

If the refund request is warranted, the Seller will return to the Buyer, on the basis of a refund or replacement request, an account that the Buyer has stated in the application itself or to replace the Product with a new one within a maximum of 15 days from the date of receipt of the returned Product to the address indicated on the form for reclamation.

If the Seller undoubtedly finds that the Product Claim is unjustified or that the Product has been defective due to inadequate handling or use, the Seller is not obliged to make a refund or provide the replacement product with a written explanation of the reasons for not accepting a refund or replacement request.


The Seller guarantees the quality of the products guaranteed by the manufacturer within La PIEL.

In accordance with Art. 10 ZZP, Internet Store and Seller allow you to send your written complaints about the web shopping to the following e-mail:

We will respond to all your remarks and objections within a maximum of 15 days.

In order to give you, in accordance with Article 10, paragraph 5 of the Consumer Protection Act, confirm receipt of the written complaint, and then reply to the same, it is necessary that you provide the correct information in the written complaint for the response to the objection.


Through the special EU regulation of 15 February 2016, disputes relating to online purchases across the EU can be resolved through the ODR platform .

If you encounter a problem during online shopping inside the EU (defective product, inability to substitute products, etc.), you can submit your objection in a faster and simpler way on the ODR platform link.

The advantage of this platform is that it can be used by consumers and traders, and the complaint can be filed in any of the 23 official EU languages.



Join our fantastic community of thousands of beautiful women who use La PIEL products every day


Your skin is most important to us. That is why we use only the best and high quality skincare ingredients that will deeply nourish your skin.


Take advantage of free delivery for all orders over 60 EUR, as well as free return with a 90-day warranty. You don't like the product? You can return it and we will refund your money.

This site uses cookies to protect your information. By accepting cookies, you give us premission to use your information to provide you with the best experience on the site. Learn more