Returns and Refund Policy
1. Voluntary 30-day return period
We offer a voluntary 30-day return period. This means that you may request a return within 30 days from the date on which you received the goods.
This voluntary option is provided in addition to your statutory consumer rights, including the right to withdraw from a distance contract within 14 days. It does not limit or replace those rights in any way.
For a return requested after the statutory 14-day period has expired, but still within our voluntary 30-day return period, the goods must be unused, undamaged, in the same condition in which you received them, with the original tags attached and, where reasonably possible, in their original packaging.
You will also need your order number, receipt or other proof of purchase.
To request a return, contact us at info@alluree.eu. We will provide instructions on where and how to send the goods.
Goods returned without contacting us first may not be accepted under our voluntary 30-day return policy.
2. Statutory right to withdraw within 14 days
If you are a consumer shopping online, you have the right to withdraw from the purchase contract without giving a reason within 14 days.
For goods, this period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods.
If one order contains several items delivered separately, the withdrawal period begins on the day on which the final item is received.
To exercise your right of withdrawal, you must inform us of your decision through a clear statement before the withdrawal period expires.
You can contact us using the details below:
Allureé s.r.o.
Kaprova 42/14, Prague 1, 110 00
Email: info@alluree.eu
You may use the model withdrawal form provided at the end of this policy, but its use is not mandatory.
3. Returning the goods
After notifying us of your withdrawal, you must send or hand the goods back without undue delay and no later than 14 days after the day on which you informed us of your withdrawal.
Please send the goods to: Allureé s.r.o., Lidická 36, Středokluky, 252 68, Czech Republic.
The deadline is met if you send the goods before the 14-day period expires.
Unless the goods are defective, damaged, incorrectly supplied, or we agree otherwise, you are responsible for the direct cost of returning them.
We recommend using a tracked or otherwise verifiable delivery service. We are responsible for the returned goods only from the time they are delivered to us.
We do not normally provide a prepaid return label unless we expressly confirm otherwise. If we provide a paid return label for non-defective goods, we will tell you in advance whether its cost will be deducted from your refund.
4. Condition of returned goods
During the statutory 14-day period, you may handle and inspect the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same way as you would normally inspect them in a physical shop.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary for this purpose.
Original packaging is recommended because it protects the goods during return, but its absence does not by itself remove your statutory right to withdraw.
For returns made after the statutory 14-day period under our voluntary 30-day return policy, the stricter conditions set out in section 1 apply.
5. Refunds following statutory withdrawal
If you validly withdraw from the entire contract, we will refund the price of the returned goods and the cost of the least expensive standard delivery method that we offered for your order.
If you chose a more expensive delivery option, such as express delivery, we will not refund the difference above the cost of the least expensive standard delivery method.
We will issue the refund without undue delay and no later than 14 days after the day on which you inform us of your decision to withdraw.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.
We will issue the refund using the same payment method that you used for the original transaction, unless we expressly agree otherwise. You will not be charged any fee for receiving the refund.
Your bank or payment service provider may require additional time before the refunded amount appears in your account.
If you have not received an approved refund within 15 business days after we have processed it, contact us at info@alluree.eu.
6. Refunds under our voluntary 30-day return policy
For a return requested after the statutory 14-day period has expired, but still within our voluntary 30-day return period, we will inform you of the outcome after receiving and inspecting the goods.
If the goods meet the conditions of this policy, we will refund the eligible purchase price using the original payment method.
Unless we expressly state otherwise, under our voluntary return policy we do not refund the original delivery cost or the cost of returning the goods.
Nothing in this section affects your statutory rights.
7. Damaged, defective or incorrectly supplied goods
Please inspect your order as soon as reasonably possible after delivery.
Contact us promptly at info@alluree.eu if the goods are damaged or defective, if you received the wrong item, or if anything is missing from your order.
Please provide your order number and, where reasonably possible, photographs showing the issue.
We will assess the situation and provide an appropriate remedy in accordance with your statutory rights. Where the goods are defective, damaged during delivery or incorrectly supplied, we will bear the reasonable cost of returning them. These rights are separate from the right to withdraw because you have changed your mind and do not limit your rights in relation to defective or non-conforming goods.
8. Exceptions to the right of withdrawal
In the circumstances provided for by applicable law, the statutory right of withdrawal may not apply in particular to:
- goods made to your specifications or clearly personalised to your needs;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been broken after delivery;
- goods that, because of their nature, have become inseparably mixed with other goods after delivery;
- sealed audio or video recordings or computer software where the original seal has been broken;
- digital content not supplied on a tangible medium where performance began with your prior express consent and after you acknowledged that you would lose your right to withdraw;
- other circumstances in which withdrawal is excluded by applicable law.
We will apply an exception only where all relevant legal requirements are met. If you are uncertain whether an exception applies to your purchase, contact us at info@alluree.eu.
9. Personalised products
Products made to your specifications or clearly personalised to your needs may not be eligible for return under the statutory right of withdrawal unless they are defective, damaged or incorrectly supplied. This exception does not apply merely because you selected a standard product option, such as a standard colour or size, unless the product was genuinely made or altered specifically for you.
10. Cosmetic, personal-care and hygiene products
We do not apply a blanket exclusion to all cosmetic, personal-care or hygiene products. A sealed item that is unsuitable for return for health-protection or hygiene reasons may become non-returnable only after its protective seal has been broken following delivery.
Unopened products remain subject to the applicable statutory and voluntary return rights unless another legal exception applies.
11. Digital products
For digital content not supplied on a tangible medium, such as a downloadable guide, the statutory right of withdrawal may be lost once supply begins only if, before delivery, you expressly consented to performance beginning before the withdrawal period expired and acknowledged that by doing so you would lose your right to withdraw.
Simply purchasing or downloading a digital product does not remove the statutory right of withdrawal unless the legally required consent and acknowledgement were obtained.
If the digital content is defective or does not conform to the contract, your statutory rights remain unaffected.
12. Sale items
Sale and discounted items remain eligible for statutory withdrawal during the 14-day period unless a specific legal exception applies.
We may exclude sale items from our voluntary return period after the statutory 14-day period has expired, provided this is made clear before purchase.
Unless otherwise stated on the relevant product page, sale items may therefore be returned during the statutory period, but after that period they may not be eligible for return solely under our voluntary policy.
This does not affect your rights where the goods are defective, damaged or incorrectly supplied.
13. Gift cards
Gift cards cannot be returned under our voluntary return policy.
Any statutory right to return a gift card depends on its nature, how it was supplied, whether it has been used, and the applicable law.
This section does not limit any mandatory consumer rights.
14. Exchanges
We do not currently process direct exchanges.
The quickest way to obtain a different product is to return the original item in accordance with this policy and place a separate order for the replacement.
Availability of the replacement product cannot be guaranteed.
15. Partial returns
You may return only part of an order, provided the relevant item is eligible for return.
For a partial statutory withdrawal, we will refund the price of the returned item.
The original delivery charge will generally not be refunded where you keep part of the order and the same delivery charge would have applied to the items you retain.
16. Refused and uncollected parcels
Simply refusing or failing to collect a parcel may not constitute a valid withdrawal from the purchase contract.
If you wish to withdraw from the contract, you should notify us clearly.
Where a parcel is returned because it was refused, was not collected, or the delivery address provided was incorrect, we may deduct reasonable direct costs incurred by us to the extent permitted by applicable law. This does not apply where the issue resulted from our error or the error of a carrier for whom we are responsible.
17. Contact details
For returns, withdrawals, refunds or questions about this policy, contact us at:
Allureé s.r.o.
Company ID: 10860436
VAT ID: CZ10860436
Registered office: Kaprova 42/14, Prague 1, 110 00
Return address: Lidická 36, Středokluky, 252 68
Email: info@alluree.eu
18. Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract. You may also send us any other clear statement containing the same information.
To:
Allureé s.r.o.
Registered office: Kaprova 42/14, Prague 1, 110 00
Email: info@alluree.eu
I hereby notify you that I withdraw from my contract for the purchase of the following goods:
- Goods: [insert description]
- Order number: [insert order number]
- Date ordered: [insert date]
- Date received: [insert date]
- Consumer's full name: [insert name]
- Consumer's address: [insert address]
- Consumer's signature: required only if this form is submitted on paper.
- Date: [insert date]