Terugbetalingsbeleid

The short version

14 days to change your mind, no reason needed. Opening the box is fine. The only thing that stops a return is a broken seal on the product itself. You pay the postage back if you simply changed your mind; we pay if we got it wrong.

Your right to change your mind

You may withdraw from your order for any reason within 14 days of receiving it. You do not need to give a reason, and we will not ask for one.

If your order arrives in more than one parcel, the 14 days run from the day you receive the last item — not the first.

To withdraw, tell us within those 14 days. An email is enough:

• Email: hello@routinae.com
• Post: Cloudrix (Routinae), Schoolstraat 355, 5038 RL Tilburg, Netherlands
• Telephone: +31 6 52130980

You then have a further 14 days from telling us to send the goods back.

Goods supplied sealed for hygiene

Some cosmetics are supplied with a protective seal. Where a product was supplied sealed and that seal has been broken, it cannot be returned, for reasons of health protection and hygiene. Where this applies we say so on the product page, before you buy.

This means the seal on the product itself — the foil, the film, the sealed pump. It does not mean the outer carton and it does not mean the shipping box. Opening the parcel to look at what you have bought does not affect your rights in any way.

Where a product was not supplied sealed, this exception does not apply and you may still withdraw. We may reduce your refund to reflect any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

So: opening the box to look at a product costs you nothing. Getting halfway down the bottle affects what we can refund.

Refunds — when you get your money

We refund within 14 days of the day you tell us you are withdrawing, to the payment method you used. You will not be charged a fee for the refund.

We may hold the refund until we have the goods back, or until you show us proof that you have posted them — whichever happens first.

If you withdraw from your whole order, we also refund the standard outbound delivery you paid. If you chose a faster or more expensive delivery option, we refund the standard rate, not the premium.

If you withdraw from part of an order and keep the rest, we refund the goods you sent back but not the delivery, because the delivery was still needed for what you kept. If a partial return takes your order below our free-delivery threshold, we will not go back and charge you delivery afterwards.

Who pays to send it back

You pay the return postage when you are simply changing your mind. We tell you this before you buy so it is never a surprise.

We pay the return postage when the item arrived damaged, faulty, past its date, or is not what you ordered — and we do not argue about which of those it was.

Use the return address on the note inside the parcel. If you received two parcels they may carry two different return addresses, so please do not put items from both into one box. If you are not sure, email us first and we will tell you exactly where to send it.

Faulty, damaged or wrong items — and your legal guarantee

This is a separate right from the 14-day withdrawal, and it lasts much longer. You have a legal guarantee that what we sell you is as described and fit for its purpose. You do not have to use the 14-day window to rely on it, and it costs you nothing.

• Under EU law this guarantee runs for at least two years from delivery.
• Under Dutch law, which applies to your purchase, there is no fixed cut-off at all. What you may expect of a product is judged by what is reasonable for that product — for cosmetics, that is normally its shelf life and the period-after-opening printed on the pack.
• For the first year after delivery, if something is wrong we have to prove the product was fine when it left us. You do not have to prove it was faulty.

If something arrives damaged, leaking, past its date, or is not what you ordered, send us a photograph and we will repair, replace or refund it, and we pay the postage. If a product turns out to be faulty later in its life, write to us anyway — we would rather look at it than have you assume the answer is no.

Nothing in this policy reduces your rights under Dutch or EU consumer law.

What we cannot do

• Take back a half-used product because it did not suit you. Ask us before you buy and we will tell you honestly whether it is likely to.
• Refund the extra you paid for a faster delivery option when you withdraw. We refund the standard rate.
• Accept the return of something bought somewhere else, even where it is the same product from the same brand.

Model withdrawal form

You may use this wording if you want the formal route. You do not have to — a plain email saying you are withdrawing works just as well.

To: Cloudrix (trading as Routinae), Schoolstraat 355, 5038 RL Tilburg, Netherlands. Email: hello@routinae.com. Telephone: +31 6 52130980.

I hereby give notice that I withdraw from my contract of sale of the following goods: [goods].

Ordered on [date] / received on [date].

Name of consumer: [name].

Address of consumer: [address].

Signature (only if this form is sent on paper): [signature].

Date: [date].

If you are not happy with how we handled it

Email us first — we would rather fix it, and we aim to resolve a complaint within 14 days. If we cannot, see the complaints section of our Terms of Service for where to take it next.