Refund Policy
Right of Withdrawal (14 days – EU)
You have a period of 14 days after receiving your order to exercise your right of withdrawal and request a return, without any obligation to provide a reason.
To be eligible for a return:
- The product must be new, unopened, and unused,
- The original packaging must be intact, with no broken seals.
For hygiene and safety reasons, we do not accept the return of any opened or tested product.
To initiate a return: contact us at contact@clowskincare.com with your order number.
Non-returnable Products
For hygiene, safety, and European regulatory reasons, the following items cannot be returned:
- Opened, used, or tested products
- Products whose seal or tamper-evident closure is broken
- Kits in which one item has been opened
- Items on promotion (as indicated on the product page)
Conditions for Accepting a Return
Your return will be accepted if:
- The products are in their original condition
- There is no sign of use / opening
- The product is returned in packaging that provides adequate protection
If these conditions are not met, Clow reserves the right to refuse the return.
Return Costs
Unless there is an error on our part or a defective product,
return costs are the responsibility of the customer.
We recommend sending your return with a tracking number.
Clow will not be responsible for a package lost or damaged during the return.
Defective Products or Order Errors
If you receive:
- a damaged product
- a defective product
- the wrong item
contact us within 72 hours with:
- a photo of the product
- a photo of the packaging
- your order number
Based on your preference, we will proceed with:
✔ sending the correct product
✔ a replacement
✔ or a refund
Refunds
Once your return has been received and inspected, we will inform you of its acceptance or refusal.
If approved:
The refund will be issued within 5 to 10 business days to the same payment method used for the purchase.
Original shipping costs are non-refundable, unless there is an error on our part.
Exchanges
We do not offer product exchanges for hygiene reasons.
However, you may return your unopened product and place a new order.
Return Address
Kwakkelstraat 5C, 1800 Vilvoorde
Contact
For any questions regarding returns or refunds: contact@clowskincare.com