Refund policy

Return & Refund Policy (EU-compliant)

Last updated: 01-10-2025
Applies to: Consumer purchases (B2C). No returns for business customers (B2B).

1) Right of withdrawal (consumers, EU/UK)

As an EU consumer you have the right to cancel your order within 14 days after the day you (or a third party indicated by you) received the goods, for any reason and without justification.

  • After cancellation, you must return the goods within 14 days.

  • Please handle the product only as necessary to establish the nature, characteristics and functioning (as you would in a store). We may charge diminished value for use beyond that.

2) How to cancel / start a return

  1. Email hello@cleenlab.com with your order number and items you wish to return.

  2. You may also use the Model Withdrawal Form in §9.

  3. Once approved, we’ll send return instructions (and, where applicable, a prepaid label).

Return address: [INSERT RETURN ADDRESS]

Who pays return shipping?

  • Consumer remorse/changed mind: return shipping is paid by the customer.

  • Wrong/defective item or our error: return shipping is paid by Cleenlab.

Items sent back without first requesting a return may be refused.

3) Condition of returned goods

To be eligible, items must be unused, with all original components, and—where reasonably possible—in original packaging. Missing packaging alone does not void your right, but may lead to a reasonable value reduction.

Important for cosmetics / hygiene products

For reasons of health protection and hygiene (Directive (EU) 2011/83):

  • Sealed cosmetic items cannot be returned once unsealed after delivery.

  • If the hygiene seal is unbroken, returns are accepted under §1/§2.

4) Exclusions (no returns)

  • Unsealed hygiene products (e.g., opened skincare/cosmetics).

  • Custom/personalized products.

  • Perishables or goods liable to deteriorate rapidly.

  • Mixed goods inseparably combined after delivery.

  • Hazardous materials/flammables where applicable.

  • Digital content/services once performance/download has begun with your consent.

  • Gift cards (non-returnable).

Sale/discounted items: In the EU, sale items are also covered by the 14-day right of withdrawal (if not otherwise excluded above). We do accept returns of discounted items that meet the conditions in this policy.

5) Damages and issues

Please inspect your order on delivery and contact us immediately if an item is defective, damaged, or incorrect. We will evaluate and make it right (replacement, repair, or refund as appropriate).

6) Exchanges

For the fastest service, return the item per §2. Once processed, place a new order for the desired item.

7) Refunds (timing & method)

  • We’ll notify you when we receive and inspect your return.

  • If approved, we issue a refund to your original payment method within 10 business days.

  • We may withhold the refund until we have received the goods or you supply proof of return shipment.

  • Your bank/card provider may need extra time to post the refund.

  • If you haven’t received a refund 15 business days after our approval, contact hello@cleenlab.com.

8) Legal guarantee (does not affect your rights)

Your statutory rights regarding non-conformity/defects remain unaffected by this policy (e.g., EU legal guarantee).

9) Model Withdrawal Form (optional)

You can copy/paste the text below into an email to hello@cleenlab.com:

Subject: Withdrawal – Order [number]
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [list items].
Ordered on [date] / received on [date].
Name of consumer(s):
Address of consumer(s):
Date:
Signature (if on paper):

10) Business customers (B2B)

Purchases made with a VAT number or for business purposes are considered B2B. No right of withdrawal or return applies to B2B orders, except where otherwise required by mandatory law or explicitly agreed in writing.