Refund and Return Policy

This policy explains returns, withdrawals, cancellations, damaged deliveries, faulty goods and refunds for purchases from Esthe Depot.

Nothing in this policy limits rights that a consumer has under mandatory EU or national consumer law.

1. Contact Us Before Returning Anything

To request a return, email info@esthedepot.eu with:

• your order number;
• the product and quantity concerned;
• the reason for the request;
• photographs or video where the product is damaged, incorrect or faulty;
• the serial number where applicable.

Wait for written return authorisation and return instructions. Dispatch and return facilities may be different, so do not send a return to an address printed on the original shipping label unless we specifically confirm it.

Failure to obtain authorisation does not remove a consumer’s statutory withdrawal rights, but it may delay identification and processing of the return.

2. EU/EEA Consumer Right of Withdrawal — 14 Days

If you are acting as a consumer, you may withdraw from an eligible online purchase without giving a reason within 14 calendar days from the day:

• you, or a person nominated by you other than the carrier, receives the goods; or
• for an order delivered in separate parts, you receive the final part.

To exercise this right, send a clear withdrawal statement to info@esthedepot.eu before the 14-day period expires. You may use the model form at the end of this policy, but it is not compulsory.

After notifying us, you must send the goods back within a further 14 calendar days.

3. Esthe Depot 30-Day Commercial Return Option

In addition to the statutory 14-day withdrawal right, Esthe Depot offers a voluntary return period of up to 30 calendar days after delivery for eligible standard-stock goods.

For a return requested after the statutory 14-day period but within 30 days:

• the product must be unused, uninstalled and in resalable condition;
• all accessories, manuals, protective materials, free gifts and original packaging must be included;
• seals must remain intact where the product is sealed for hygiene or safety reasons;
• the customer pays return shipping;
• original delivery or special-handling charges are not refundable;
• personalised, made-to-specification and final-sale items are excluded.

No general restocking fee applies to a qualifying complete and unused return under this voluntary policy. We may deduct the documented cost of missing items, damage or reduced value caused by handling beyond what is necessary to inspect the product.

The voluntary 30-day option does not reduce the separate statutory rights of consumers.

4. Business Customers

The statutory consumer withdrawal right does not apply where the customer purchases wholly or mainly for business or professional purposes.

Eligible business customers may request a return of a standard-stock product within 30 calendar days after delivery. A business return is accepted only after written approval and is subject to the commercial conditions confirmed in the return authorisation. Personalised, specially manufactured, installed, used or made-to-order products are normally not accepted for change-of-mind business returns.

Defective or non-conforming business goods remain subject to the applicable warranty, contract and mandatory law.

5. Product Condition and Inspection

A consumer may inspect a product in the way reasonably necessary to establish its nature, characteristics and functioning, similar to an inspection in a physical shop.

If handling goes beyond what is reasonably necessary, the consumer may be responsible for the resulting reduction in value. Installation, treatment use, prolonged operation, contamination, alteration, unauthorised repair or use inconsistent with the manual may reduce the refundable amount, without affecting rights relating to an existing defect.

For the voluntary 30-day return option and approved business returns, the stricter unused and resalable-condition requirements in Sections 3 and 4 apply.

Please keep the original packaging for at least 30 days. Professional devices and screens must be immobilised and protected correctly for return transit. The customer may be responsible for damage caused by inadequate return packaging.

6. Exceptions

The withdrawal right may not apply, to the extent permitted by law, to:

• goods made to the customer’s specifications or clearly personalised, including permanent custom branding or logos;
• sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken;
• opened consumables, liquids, gels or products that cannot safely be resold for hygiene reasons;
• digital content supplied immediately where the customer expressly consented to performance and acknowledged the loss of the withdrawal right;
• a service fully performed during the withdrawal period where the customer expressly requested immediate performance and acknowledged the applicable consequences.

A preorder or special-order label alone does not remove a consumer’s statutory withdrawal right unless a legal exception actually applies.

7. Faulty, Damaged or Incorrect Goods

Inspect the shipment as soon as reasonably possible.

If the package appears damaged, photograph the external packaging before opening it and retain all packing materials. Please report visible transit damage, a missing item or an incorrect product within 48 hours where possible so that we can raise a carrier claim promptly. Failure to report within 48 hours does not remove mandatory consumer rights.

If goods are faulty, damaged, misdescribed or not in conformity with the contract, contact us. Depending on the circumstances and applicable law, the remedy may include repair, replacement, price reduction or refund.

For a valid defect, incorrect-item or transit-damage claim, Esthe Depot will provide or reimburse reasonable return arrangements. Do not arrange an expensive freight return without our written agreement.

EU consumers have a minimum two-year legal guarantee of conformity for new goods, subject to applicable law. This exists separately from any additional Esthe Depot commercial warranty.

8. Return Shipping Costs

For a consumer change-of-mind withdrawal:

• the customer pays the direct cost of returning the goods unless Esthe Depot agrees otherwise;
• large equipment may require insured freight or pallet transport;
• the estimated direct return cost for goods that cannot normally be returned by post will be provided or reasonably estimated before purchase or in the relevant delivery information.

For faulty, damaged, incorrect or non-conforming goods, Esthe Depot bears reasonable authorised return costs where required by law.

Use tracked and adequately insured delivery. Keep the shipping receipt and tracking number until the return and refund are complete.

9. Refund Amount and Timing

For a valid EU consumer withdrawal, we will refund:

• the price paid for the returned goods; and
• the cost of the least expensive standard delivery option offered for the original order.

Additional amounts paid for express, premium, installation, inside-delivery or other optional services are not refundable beyond the standard-delivery amount, unless the service was defective or the law requires otherwise.

We will issue the statutory refund within 14 calendar days after receiving the withdrawal notice. We may withhold the refund until we receive the goods or the customer provides reliable evidence that the goods were sent back, whichever occurs first.

Refunds under the additional 30-day commercial policy or an approved business return are processed within 14 business days after the returned goods are received and inspected.

Refunds are issued to the original payment method unless another method is expressly agreed. Your bank or payment provider may require additional time to display the credit.

10. Order Cancellations and Changes

Contact info@esthedepot.eu immediately if you need to cancel or change an order.

We will try to accommodate requests received before processing or dispatch, but this cannot be guaranteed. If an order has already shipped, it will normally need to follow the return process.

Cancellation of a personalised or made-to-specification order may not be possible after production begins. We will disclose applicable conditions before accepting such an order. Mandatory consumer rights remain unaffected.

11. Refused and Undeliverable Shipments

If a customer refuses an eligible shipment or supplies an incomplete or incorrect address, the actual return-to-sender, storage and redelivery costs may be deducted from any amount refundable, except where refusal results from Esthe Depot’s breach or the goods are faulty, damaged or incorrect.

12. Exchanges

Where an exchange is approved, replacement availability and any price difference will be confirmed before shipment. A refund may be offered if the requested replacement is unavailable.

13. Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract:

To: ESTHE DEPOT sp. z o.o., ul. FRANCISZKA KLIMCZAKA 5/95, 02-797 Warszawa, info@esthedepot.eu, telephone +48732227973
I/We hereby give notice that I/We withdraw from the contract of sale for the following goods:
Order number:
Ordered on/received on:
Customer name:
Customer address:
Customer email:
Date:
Signature (only if submitted on paper):

14. Contact

Return, cancellation and refund enquiries:

Email: info@esthedepot.eu Telephone: +48732227973