Refund policy
These terms sit alongside your statutory rights as a consumer in the European Union. Nothing here limits them.
Your right to withdraw
You may cancel your order within 14 days of receiving it, without giving a reason. We voluntarily extend this to 30 days for unopened items. To use it, tell us at info@lixirstore.com before the period ends. A clear statement is enough.
What can be returned
Our products are cosmetics, so hygiene sets the boundary:
- Unopened items: returnable, provided the seal and original packaging are intact.
- Opened or used items: cannot be returned. Under Article 16(e) of the EU Consumer Rights Directive, sealed goods that are unsuitable for return for health or hygiene reasons are excluded from the withdrawal right once unsealed. This applies to every product we sell.
This exclusion does not apply if an item is faulty, damaged or not what you ordered. See below.
How to return something
Email info@lixirstore.com with your order number before sending anything back. We will confirm the return address and how to proceed. Items sent back without arranging a return first cannot be processed.
Return postage is at your own cost unless the item was faulty, damaged or incorrect, in which case we cover it. Please keep proof of postage. The parcel remains your responsibility until it reaches us.
Faulty, damaged or incorrect items
Check your order when it arrives. If anything is broken, leaking, missing or not what you ordered, email info@lixirstore.com with your order number and photographs of the items and the outer box. We will send a replacement or refund you in full, including delivery, and we pay any return costs. Please tell us within 14 days of delivery so we can raise it with the carrier in time.
Your statutory rights in respect of goods that are faulty or not as described are unaffected and run well beyond this period.
Refunds
Once we have received the returned item, or proof that you have sent it, we refund you within 14 days to your original payment method. We refund the price you paid plus standard outbound delivery; where you chose a faster delivery option, we refund the standard rate. Your bank may take a few further days to show it.
We may reduce your refund to reflect any loss in value caused by handling the item beyond what is needed to establish its nature and characteristics.
Exchanges
We do not process direct exchanges. Return the unopened item for a refund and place a new order, which is faster.
Complaints and disputes
Write to us first at info@lixirstore.com; we aim to answer within 5 working days. If we cannot resolve matters, EU consumers may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/odr.
LIXIR · KvK 83016406 · VAT NL003771363B46