Terugbetalingsbeleid

Returns, Withdrawal, Cancellations & Hygiene Policy

Last updated: 15 August 2026

At VMEN'S, we want every return request to be handled clearly and fairly while protecting the health of our customers and the hygiene of our cosmetic and personal care products.

This policy applies to purchases made through vmens.com. Nothing in this policy limits any mandatory consumer rights available under applicable European Union or Danish law. If a mandatory legal rule conflicts with this policy, the mandatory rule will apply.

1. 14-Day Right of Withdrawal

Customers purchasing as consumers generally have the right to withdraw from an online purchase without giving a reason within 14 days.

The withdrawal period begins on the day the customer, or a person designated by the customer other than the carrier, receives the order. Where several goods from one order are delivered separately, the period begins when the final item is received.

The customer must submit a clear withdrawal statement before the 14-day period expires. After notifying VMEN'S of the withdrawal, the customer has a further 14 days to send the eligible products back.

2. How to Submit a Withdrawal

During the applicable withdrawal period, customers can submit a withdrawal request in either of the following ways:

• Use the Withdraw from order function available with the relevant order in the customer account; or
• Email a clear withdrawal statement to order@vmens.com.

A withdrawal request should identify the customer and the relevant order. No reason for the withdrawal is required.

When the online withdrawal function is used, the customer will be able to confirm the request electronically and will receive an acknowledgement without undue delay. Using the withdrawal function records the customer's decision to withdraw; it does not make an otherwise excluded or ineligible product returnable.

3. Hygiene-Sealed Cosmetic and Personal Care Products

For genuine health protection and hygiene reasons, the right of withdrawal does not apply to sealed cosmetic or personal care products when:

• The product was supplied with a genuine hygiene seal;
• The hygiene seal was broken after delivery; and
• The product cannot safely be offered for resale after unsealing.

A hygiene seal may include protective film, a sealed membrane, tamper-evident sticker, sealed cap or another protective feature showing that the product has not been opened or used.

This may include serums, creams, makeup, mascara, lip and eye products, hydrogel patches, and face, hair, body or personal care products where the item is supplied with an appropriate hygiene seal.

Opening the delivery box or ordinary outer packaging does not necessarily constitute breaking the product's hygiene seal.

Once a genuine hygiene seal has been broken, the product cannot be returned solely because the customer:

• Changed their mind;
• Does not like the fragrance, colour or texture;
• Selected an unsuitable product;
• Did not achieve a subjective expected result; or
• Found the product at a lower price elsewhere.

This does not affect the customer's rights if the product is defective, damaged, unsafe, incorrectly described or different from the product ordered.

4. Condition of Returned Products

To receive a full refund for an eligible return, the product should be:

• Unused;
• Unopened where applicable;
• Complete with all components and accessories;
• Protected by its intact hygiene seal where applicable; and
• In a condition suitable for resale.

Products should be returned in their original packaging whenever reasonably possible.

The customer may be responsible for any reduction in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning. A hygiene-sealed cosmetic product must not be unsealed for testing.

5. Return Instructions

After a withdrawal request is submitted through the customer account or by email, VMEN'S will provide the designated return address and the necessary return instructions without undue delay. The return address is supplied directly for the relevant return and is not displayed publicly on this policy page.

Products must not be sent to our registered office, supplier, manufacturer, fulfilment partner or any address that has not been confirmed in the return instructions.

The customer should include the order number inside the return parcel. We strongly recommend using a tracked shipping service and keeping the receipt and tracking number until the return has been completed.

We do not accept parcels sent cash on delivery or with unpaid postage, customs charges or other fees.

6. Return Shipping Costs

When exercising the ordinary right of withdrawal, the customer is responsible for the direct cost of returning the products.

VMEN'S does not provide a prepaid return label unless we have expressly confirmed otherwise.

If a product is damaged, defective, incorrect or does not conform to the order, reasonable return costs will be covered by VMEN'S in accordance with applicable law and the instructions provided for the claim.

7. Refunds

For a valid withdrawal, VMEN'S will refund the amount due without undue delay and no later than 14 days after receiving the withdrawal statement.

Where permitted by law, we may withhold the refund until:

• We receive the returned products; or
• The customer provides evidence that the products have been sent back;

whichever occurs first.

Refunds are issued to the original payment method unless the customer expressly agrees otherwise. The customer will not be charged a fee for receiving the refund.

When the entire order is validly withdrawn, we will also refund the cost of the least expensive standard delivery method offered when the order was placed. Additional costs for express, premium or another more expensive delivery method are not refunded.

VMEN'S voluntarily permits the return of individual eligible products from a multi-product order. When only part of an order is returned, the original delivery charge is not refunded unless mandatory law requires otherwise.

Where legally permitted, we may make a reasonable deduction for a reduction in value caused by excessive handling, missing components or damage for which the customer is responsible.

8. Ineligible Returns

If we receive a product that does not meet the return conditions, including a cosmetic product with a broken hygiene seal where the hygiene exception applies, we may refuse the refund.

We will notify the customer if a return is rejected. If the customer wants an ineligible product sent back, the customer may be required to pay the new delivery cost.

This section does not apply where the product is defective, damaged, unsafe, incorrect or not as described.

9. Damaged, Defective or Incorrect Products

If an order arrives damaged, defective, leaking or incorrect, please contact us as soon as reasonably possible at order@vmens.com.

For visible delivery damage, we recommend contacting us within 48 hours of delivery so that the carrier issue can be investigated promptly. This recommended timeframe does not limit any mandatory legal guarantee or conformity rights.

Please provide, where reasonably possible:

• The order number;
• A description of the issue;
• Photos or video of the affected product;
• Photos of the inner and outer packaging; and
• A photo of the shipping label.

We may request reasonable additional information or arrange for the product to be returned for inspection.

After reviewing the claim, we will provide the appropriate legal remedy. Depending on the circumstances, this may include replacement, reshipment, a price reduction, a partial refund or a full refund.

Rights concerning defective or non-conforming products are not restricted by the rules concerning hygiene seals.

10. Individual Sensitivity and Skin Reactions

Cosmetic products may perform differently from person to person. Individual sensitivity, an allergic reaction or dissatisfaction with a subjective result does not automatically mean that a product is defective.

Customers should review the complete ingredient list and perform a patch test on a small area of skin before the first full application.

If a serious or unusual reaction occurs, discontinue use and contact us so that the matter can be reviewed. This section does not limit any rights relating to an unsafe, incorrectly labelled or genuinely defective product.

11. Order Cancellations

A customer may request cancellation by using the available withdrawal function for the relevant order or by contacting order@vmens.com as soon as possible.

We cannot guarantee cancellation where an order has already entered preparation, fulfilment or shipping.

If we successfully cancel the order before dispatch, the payment will be refunded to the original payment method. If the order has already been dispatched, the withdrawal and return conditions in this policy will apply.

12. Exchanges

We do not currently offer direct exchanges. An eligible product may be returned in accordance with this policy, and the customer can place a new order for the preferred product.

For an incorrect or defective product, VMEN'S may offer a replacement as part of resolving the claim.

13. Sale Items, Sets and Promotional Gifts

Discounted products have the same mandatory consumer rights as full-price products. A “Final Sale” label does not remove a statutory right of withdrawal unless a recognised legal exception applies, such as a broken hygiene seal on an eligible hygiene-sensitive product.

For a full refund of a set, box or bundle, all included components must be returned in an eligible condition.

A promotional gift supplied as part of a specific purchase should also be returned unused and sealed when the entire qualifying order is withdrawn. If the gift is not returned, its value may be deducted only to the extent permitted by applicable law.

14. Uncollected and Refused Deliveries

Failing to collect a parcel or refusing delivery does not automatically constitute a clear withdrawal statement. The customer must still notify VMEN'S through the online withdrawal function or by email.

Where a parcel is returned because of an incorrect or incomplete address, non-collection or refused delivery, the actual additional return or reshipping costs may be deducted or charged where permitted by law.

15. Return Abuse and Commercial Orders

VMEN'S monitors order and return activity to protect customers and the business from fraud and misuse.

Where permitted by law, VMEN'S may:

• Limit purchase quantities;
• Place an order under manual review;
• Request reasonable additional verification; or
• Decline or cancel future orders before dispatch.

Such action may be taken where objective evidence indicates:

• Fraudulent or misleading activity;
• Resale;
• Purchasing for commercial or non-personal purposes;
• A repeated pattern of orders and returns inconsistent with ordinary personal use;
• The use of multiple accounts or details to avoid reasonable restrictions; or
• Another demonstrable misuse of the ordering or return process.

Any order cancelled by VMEN'S before dispatch will be refunded in full.

This section does not limit mandatory consumer rights relating to an order already accepted and delivered, including a valid statutory right of withdrawal or rights concerning defective, damaged, incorrect or non-conforming products.

Orders placed primarily for trade, business, professional or resale purposes are not treated as consumer purchases and do not qualify for consumer withdrawal rights except where mandatory law provides otherwise.

16. Contact

For questions concerning a withdrawal, return, cancellation or order issue, contact:

VMEN'S Cosmetics
Email: order@vmens.com
CVR: 44965569
Website: www.vmens.com

17. Optional Withdrawal Form

The use of this form is optional. A customer can instead use the online withdrawal function or send another clear statement by email.

To: VMEN'S Cosmetics email: order@vmens.com

I hereby give notice that I withdraw from my contract for the purchase of the following product(s):

Product(s):
Order number:
Order date:
Date received:
Customer name:
Customer address:
Customer email:
Date:
Customer signature, only if this form is submitted on paper: