Refund policy
TERMINATION OF CONTRACT AND RETURN OF PRODUCTS
Withdraw from contract online - quick and without logging in
You can send your withdrawal from the contract using our online form, even if you shopped without a customer account. You will immediately receive a confirmation of receipt by e-mail, with the date and time of your withdrawal.
You can still send your withdrawal by e-mail to help@lapielshop.com or using the standard withdrawal form.
Termination of the purchase contract
The buyer can terminate the contract (cancel the order):
- unilaterally, without giving any reason, within 90 days from the date of delivery of the product;
- if the delivered product is defective.
Cancelling before delivery
If the buyer decides to cancel the order before the goods are handed over for delivery, the refund will be made within three (3) business days.
Unilateral termination of the contract (right of withdrawal)
In the case of distance purchases (when the products are sent by a delivery service and not collected in person), you have the right to terminate the contract unilaterally, without giving any reason, within 90 days from the day of delivery of the product, or of the last product from the order. This period is longer than the 14 days required by EU consumer protection law.
To exercise this right, you must inform La PIEL of your decision before the 90-day period expires, by an unambiguous statement. You can do this in one of the following ways:
- Online form (fastest): Withdraw from contract here. After sending the form, you will immediately receive a confirmation of receipt by e-mail, with the date and time of your withdrawal.
- By e-mail to help@lapielshop.com, stating your name and surname, address, phone number or e-mail address, order number and the products you are returning.
- By post to the address below. You can use the standard withdrawal form (PDF), but this is not mandatory.
After we receive your withdrawal, our customer support will send you instructions for returning the products. Please do not send the package before you receive them.
Refund
In the event of a unilateral termination of the contract, we will refund all payments received from you, including the costs of standard delivery, without undue delay and no later than 14 days from the day we received your withdrawal. We may withhold the refund until we have received the returned products or proof that you have sent them, whichever comes first.
Refunds are made using the same payment method you used for the purchase. Please note that card refunds may take a few extra days before the amount is visible on your card.
Returning the products
The products must be returned without undue delay, and no later than 30 days from the day you informed us of your withdrawal. The deadline is met if you send the products before it expires.
The buyer bears the direct costs of returning the products when using the right of unilateral termination of the contract.
The products must be returned unused, in the same condition in which they were received, in the original packaging, with the declaration and the relevant documentation. The buyer is responsible for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
For hygiene reasons, sealed cosmetic products cannot be returned if the seal or protective film was opened after delivery.
Returns must be sent to the seller's address:
La PIEL d.o.o.
Gorice 10b
10 000 Zagreb
Croatia
Termination of contract due to a defective or damaged product
If the reason for the refund or replacement is a damaged or defective product, the replacement or refund is at the seller's expense.
If you notice that the package is visibly damaged when you receive it from the delivery service, please point this out to the delivery person and note it on delivery. This helps us resolve the claim with the delivery service faster. If you notice damage only after opening the package, contact us at help@lapielshop.com with your order number and a photo of the damage.
Packaging and return of products
Ordered products are packaged so that they are not damaged by normal handling during transport and delivery. Packages may contain various protective materials (paper, styrofoam, sponge and similar).
When returning a product for any reason, the buyer should return it complete, in the condition in which it was delivered, in the original packaging, with all relevant parts and documentation. Any mark showing that the product was not used or damaged must not be removed or damaged.
Refund or replacement for defective products
If the claim is justified, the seller will refund the amount to the account stated by the buyer, or replace the product with a new one, within a maximum of 15 days from the day the returned product is received.
If the seller establishes that the claim is unjustified, or that the product is defective due to improper handling or use, the seller is not obliged to make a refund or replacement and will give the buyer a written explanation of the reasons.
COMPLAINTS
The seller guarantees the quality of the products sold by La PIEL. This does not affect your statutory rights in case of defective products.
Written complaints about the web shop can be sent to: help@lapielshop.com
We will confirm receipt of your complaint and reply within a maximum of 15 days. Please include correct contact details in your complaint so that we can reply.
Order Protection
When purchasing from us, the customer can add package protection for €1.20 including VAT. In the event of loss or damage to the package, the protection ensures that a new package is sent to you as soon as possible. If the products are no longer available, we will issue a refund. With this additional option, we will send a new product or refund your money without asking too many questions.
