We want you to be happy with your purchase. This Return Policy explains your rights and the return process at ModéNova.

1) Right of withdrawal (14 days)

If you are a consumer in the EU/EEA, you generally have the right to withdraw from your online purchase within 14 days without giving a reason.

• – The withdrawal period expires 14 days from the day you (or someone you choose) receives the goods.
• – To use this right, you must inform us within the 14-day period by email at [support@domain.com] with your order number.
  
  

2) Return conditions

Returned items must be:

• – Unused, undamaged, and in original packaging (where possible)
• – Returned with any accessories, freebies, and proof of purchase
  
  

You may inspect products as you would in a physical store, but returns may be reduced if the value is diminished by unnecessary handling.

3) Hygiene and sealed goods

For health and hygiene reasons, we cannot accept returns for:

• – Sealed cosmetics, skincare, makeup, and personal care products that were unsealed after delivery
• – Other products where a seal is broken, and the item is not suitable for resale for hygiene reasons
  
  

If an item arrived defective or incorrect, this exception does not limit your legal rights (see Section 6).

4) How to start a return

1. 1. Contact us at [support email] within 14 days of delivery
2. 2. Provide: order number, product(s), reason (optional), and photos if damaged
3. 3. We will send return instructions, including the return address: [return address]
   
   

5) Refunds

If your return is approved:

• – We refund the product price and (where applicable) the standard delivery cost you paid for the original order (EU rule, when the entire order is returned).
• – Refunds are issued within 14 days of: receiving the returned goods, or receiving proof you sent them back (whichever is earlier)
  
  

Refunds are made using the same payment method unless otherwise agreed.

Return shipping costs:

• – If you withdraw for personal reasons, you typically pay return shipping costs.
• – If the item is defective, damaged in transit, or incorrect, we cover reasonable return costs (or provide a prepaid label, depending on the case).
  
  

6) Damaged, defective, or wrong items

If your item is defective, damaged, or not what you ordered:

• – Contact us as soon as possible and include photos.
• – We will offer a replacement, repair (if applicable), price reduction, or refund, depending on the situation and local consumer laws.
  
  

7) Legal guarantee (EU standard)

Consumers in the EU generally benefit from a legal guarantee for goods (commonly 2 years, subject to local rules). This covers lack of conformity (e.g., defective product), and your statutory rights apply regardless of any store policy.

8) Cancellation message template

You can copy/paste this to request a withdrawal:

Subject: Withdrawal from contract – Order [#12345]

Hello, I hereby notify you that I withdraw from my purchase contract for the following items: [product names].

Order number: [#]

Received on: [date]

Name: [full name]

Address: [address]

Email: [email]

Date: [today]