Returns & Refunds

30-Day Return

We offer a 30-day return window as a goodwill policy, in addition to your statutory rights described below. You have 30 days from the date you receive your item to request a return.

Because we sell cosmetic products, to be eligible for a voluntary return the item must be unused and still closed in its original hygiene seal. If you request a return from an email address different from the one used to place the order, please also provide proof of purchase (invoice).

To request a return, fill out the Request Withdrawal form, which is also linked in our site footer, or send us an email at info@alveacare.hr. If your request is approved, we will send you instructions on how and where to send the package. You arrange and pay for return shipping. Please request a return before sending anything back, so we can give you the correct address and instructions; items sent to us without a prior request cannot be processed.

This voluntary policy does not limit or replace your statutory right of withdrawal described below.

Order Issues (Damaged, Defective, or Wrong Item)

Please inspect your order on delivery and contact us at info@alveacare.hr immediately if your item arrived damaged or defective, or if you received the wrong product. In these cases we cover the cost of return shipping and will replace the item or refund you. This is separate from the voluntary return and the right of withdrawal.

Your 14-Day Right of Withdrawal

As a consumer, you have the right to withdraw from a distance contract within 14 days, for any reason and without justification.

  • The 14-day period starts on the day the product is delivered into the possession of you, or of a third party designated by you other than the carrier.
  • You exercise this right by sending us a clear statement of your decision by post or email to the contacts published on our store. You may use the withdrawal form, but using it is not mandatory.
  • If you validly withdraw, we will refund all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days from the day we receive your statement of withdrawal.
  • We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them back, whichever happens first.
  • You must send the goods back without undue delay and no later than 14 days from the day you declared your withdrawal.
  • You bear the direct cost of returning the goods.
  • You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Sealed Cosmetics (Important)

Under the Consumer Protection Act, the right of withdrawal does not apply to sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed after delivery. All of our cosmetic products are sealed for hygiene reasons. This means:

  • If a product is returned still sealed and unused, your withdrawal is valid and we refund you as set out above.
  • If a product has been unsealed or opened, it is no longer eligible for return or refund. In that case we will notify you, and we can either return the item to you at your expense or, if you do not wish to have it sent back, dispose of it.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. For valid withdrawals, the refund is issued to your original payment method within the timeframe stated above. We inspect returns only to confirm that the product is still sealed and unused and to assess any diminished value; this does not extend the refund deadline set out above. It may take additional time for your bank or card provider to process and post the refund. If you have not received an approved refund after 15 business days, please contact us at info@alveacare.hr.