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 justify.

To be eligible for a return:

  • The product must be new, unopened, unused
  • The original packaging must be intact, with seals unbroken
  • For hygiene and safety reasons, we do not accept any opened or tested products

To initiate a return: contact us at contact@clowskincare.com with your order number.

Non-returnable products

For hygiene, safety, and European regulation reasons, the following items cannot be returned:

  • Opened, used, or tested products
  • Products whose seal or foil is broken
  • Kits where one item has been opened
  • Promotional items (as mentioned on the product page)

Conditions for accepting a return

Your return will be accepted if:

  • Products are in their original condition
  • No signs 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

Except in case of our error or a defective product,
return costs are the responsibility of the customer.

We recommend shipping with a tracking number.
Clow will not be responsible for a lost or damaged package during the return.

Defective products or order errors

If you receive:

  • a damaged product
  • a defective product
  • an incorrect item

contact us within 72 hours with:

  • a photo of the product
  • a photo of the packaging
  • your order number

We will proceed according to your choice with:
✔ sending the correct product
✔ a replacement
✔ or a refund

Refunds

Once your return is received and inspected, we will inform you of acceptance or refusal.

If approved:
The refund is processed within 5 to 10 business days using the same payment method used for the purchase.

Initial shipping costs are non-refundable, except in case of our error.

Exchanges

We do not carry out product exchanges for hygiene reasons.
However, you can 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