Refund and Return Policy

This policy explains the return, cancellation, damaged-delivery, faulty-goods and refund procedures applicable to purchases from Esthe Depot.

Nothing in this policy limits or excludes any mandatory rights available to consumers under applicable European Union or national consumer law.

1. Contact Us Before Returning a Product

Before physically returning a product, please contact:

Email: info@esthedepot.eu

Please provide, where applicable:

• Your order number
• The product and quantity concerned
• The reason for the return or request
• Photographs or videos if the product is damaged, incorrect or faulty
• The product serial number where applicable

We will provide the appropriate return address and return instructions.

Our registered office, warehouses and authorised return facilities may be located at different addresses. Please do not send a product to the address shown on the original shipping label or to our registered office unless we have specifically confirmed that address for your return.

Contacting us before sending the goods helps ensure that the return is directed to the correct facility and processed efficiently. Mandatory consumer rights remain unaffected.

2. Esthe Depot 30-Day Commercial Return Option

Esthe Depot offers a voluntary return period of up to 30 calendar days from delivery for eligible standard-stock products, subject to the conditions below and without limiting any mandatory statutory rights that may apply.

For an eligible return under this commercial return option:

• The product must be unused and uninstalled
• The product must be in resalable condition
• All accessories, manuals and included components must be returned
• Original protective materials and packaging should be included
• Complimentary items supplied with the purchase must also be returned
• Any hygiene or safety seal must remain intact where applicable
• The customer is responsible for return shipping for a change-of-mind return
• Original premium delivery, installation or special-handling charges are not refundable unless required by applicable law
• Personalised, customised, made-to-specification and final-sale products are excluded where permitted by law

There is no general restocking fee for an eligible, complete and unused return under this voluntary policy.

Where permitted by law, we may make a reasonable deduction for missing items, physical damage or reduced value caused by handling or use beyond what is necessary to inspect the product.

This 30-day commercial return option does not replace or reduce mandatory statutory consumer rights.

3. Business and Professional Customers

Statutory consumer rights generally do not apply where a purchase is made wholly or mainly for business or professional purposes, except where applicable law provides otherwise.

Eligible business customers may request the return of a standard-stock product within 15 calendar days after delivery.

Business change-of-mind returns require written approval before the product is shipped back.

Unless otherwise agreed:

• The product must be unused and uninstalled
• The product must be in resalable condition
• All accessories and supplied components must be included
• The customer is responsible for return shipping
• Original delivery and optional service charges are not refundable
• Personalised, customised, specially manufactured, installed, used or made-to-order products are normally not eligible for change-of-mind returns

Rights relating to defective or non-conforming goods remain subject to the applicable contract, commercial warranty and mandatory law.

4. Product Condition and Inspection

Consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, subject to applicable law.

Where handling exceeds what is reasonably necessary and results in a reduction in value, a deduction may be made where permitted by applicable law.

Examples of handling that may affect the value of professional equipment include:

• Treatment or commercial use
• Installation beyond what is reasonably necessary for inspection
• Prolonged operation
• Physical damage
• Contamination
• Modification
• Unauthorised repair
• Use contrary to the operating instructions

Such deductions do not affect rights relating to a defect or lack of conformity that already existed.

For returns under our voluntary 30-day policy and approved business returns, the stricter unused and resalable-condition requirements described above apply.

We recommend retaining the original packaging and protective materials for at least 30 days after delivery.

Large professional equipment must be packed and protected appropriately for return transportation. A customer may be responsible for physical damage caused by inadequate return packaging where permitted by law.

5. Non-Returnable or Restricted Items

Certain products may be excluded from the voluntary change-of-mind return option where permitted by applicable law, including:

• Goods made to the customer's specifications or clearly personalised, including permanent customised branding or logos
• Opened or unsealed hygiene-sensitive products where resale would not be appropriate
• Opened consumables, liquids, gels or similar consumable items
• Digital content or services that have already been supplied where applicable legal conditions are satisfied
• Products identified as final sale where such restriction is lawful

A product being described as a preorder or special order does not by itself remove mandatory statutory rights. Any mandatory legal exception or protection will continue to apply.

6. Faulty, Damaged, Incorrect or Non-Conforming Goods

Please inspect your order as soon as reasonably possible after delivery.

If the external packaging is visibly damaged, we recommend that you:

• Photograph the package before opening it
• Photograph the shipping label
• Retain the packaging, pallet, crate and protective materials
• Photograph or video the product during unpacking
• Contact us as soon as possible

Where possible, please report visible transit damage, missing items or incorrect goods within 48 hours so that we can investigate promptly with the carrier.

The 48-hour reporting request does not remove or limit mandatory consumer rights.

If a product is faulty, damaged, incorrectly supplied, misdescribed or otherwise not in conformity with the contract, please contact:

info@esthedepot.eu

Depending on the circumstances and applicable law, available remedies may include repair, replacement, price reduction or refund.

For a valid claim concerning non-conforming goods, Esthe Depot will bear the costs required of the seller under applicable law.

Please do not arrange an expensive freight return or unauthorised repair without first contacting us.

Statutory consumer rights relating to conformity exist independently from any additional Esthe Depot commercial warranty.

7. Return Shipping Costs

Change-of-Mind Returns

For an eligible change-of-mind return under the Esthe Depot 30-day commercial return option, the customer is responsible for the direct cost of returning the goods unless Esthe Depot agrees otherwise or applicable law requires a different result.

Large professional equipment may require insured pallet or freight transportation.

Where applicable law requires pre-contract information about the direct return cost of goods that cannot normally be returned by ordinary post, the required information or reasonable estimate will be provided before purchase.

Faulty or Non-Conforming Goods

Where goods are faulty, damaged, incorrect or otherwise non-conforming and applicable law makes Esthe Depot responsible for return costs, we will arrange or reimburse reasonable authorised return transportation.

Customers should not arrange expensive freight transportation without first obtaining return instructions from us.

For customer-arranged returns, we recommend using an appropriately tracked and insured service and retaining the shipping receipt until the return has been completed.

8. Refund Amount and Timing

Refunds required under mandatory consumer law will be processed within the period required by applicable law.

For approved returns under the Esthe Depot 30-day commercial return policy or approved business returns, refunds are normally processed within 15 business days after the returned goods have been received and inspected.

Approved refunds are normally returned to the original payment method, unless another method is expressly agreed or required.

Where applicable, amounts required to be refunded under mandatory law will be included.

Additional amounts paid for express delivery, premium delivery, installation, inside delivery or other optional services are not normally refundable unless required by applicable law or the relevant service was not properly provided.

After Esthe Depot issues a refund, the customer's bank, card issuer or payment provider may require additional processing time before the funds appear in the account.

9. Order Cancellations and Changes

If you need to cancel or change an order, please contact us as soon as possible:

info@esthedepot.eu

We will try to accommodate requests received before processing, production or dispatch, but changes cannot always be guaranteed.

If an order has already been dispatched, it will normally need to follow the applicable return procedure.

For personalised, customised or made-to-specification equipment, cancellation may no longer be possible after production has begun where permitted by law.

Mandatory consumer rights remain unaffected.

10. Refused and Undeliverable Shipments

If a customer refuses a shipment without a valid legal or contractual basis or provides an incomplete or incorrect delivery address, reasonable costs actually incurred for the following may be deducted from an amount otherwise refundable where permitted by law:

• Return-to-sender transportation
• Redelivery
• Storage
• Address correction or rerouting

This does not apply where the refusal results from Esthe Depot's breach or where the goods are faulty, damaged, incorrect or otherwise non-conforming and the customer has a legal right to refuse them.

11. Exchanges

Where an exchange is available and approved, we will confirm:

• Replacement-product availability
• Any applicable price difference
• Any applicable shipping arrangements

If the requested replacement is unavailable, an appropriate refund or other remedy may be offered.

12. Return Address

Our registered office is not automatically the physical return address for products.

Please contact info@esthedepot.eu before physically returning any product so that we can provide the correct authorised return facility and instructions for your order.

13. Contact

For return, cancellation, faulty-product or refund enquiries:

Esthe Depot

Email: info@esthedepot.eu

Phone: +48 732 108 367