CapyOnsen

Returns & Withdrawal

Last updated: 11 July 2026

We want you to be happy with what you bought from CapyOnsen. This page explains, in plain language, your legal right to change your mind, how our hygiene-seal rule works and why it exists, how refunds work, what happens if something arrives damaged, and how our 2-year conformity guarantee protects you against genuinely faulty products. It applies to orders placed with CapyOnsen for delivery within the European Union.

Your 14-day right to change your mind

If you’re an EU consumer, you have the right to withdraw from your order within 14 calendar days, without giving any reason and without any penalty. This is called the “right of withdrawal” and it’s guaranteed to you by EU law (Directive 2011/83/EU) no matter which of our markets you’re ordering from.

  • The 14 days start on the day you (or someone you nominate) receive the goods.
  • If your order arrives in several parcels or as multiple items delivered separately, the 14 days start when you receive the last item.
  • If the 14th day falls on a weekend or public holiday, you have until the next working day.
  • You don’t need to give us a reason. You don’t need the product to be faulty. You can simply change your mind.

How to exercise your right of withdrawal

You can tell us you want to withdraw in any of these ways:

  • Use the withdrawal function in your account on our website (look for “withdraw from contract” on your order) — this sends us a clear, timestamped notice and we’ll confirm receipt by email.
  • Fill in the model withdrawal form at the end of this page and email or post it to us.
  • Send us any other clear statement — an email to [email protected] or a letter is fine. You don’t have to use our form; you just need to tell us clearly that you’re withdrawing.

Once you’ve told us you’re withdrawing, please send the goods back to us without undue delay and within 14 days of telling us. Send returns to:

Malgorzata Biszewska, trading as CapyOnsen
9, Flat 3, Triq Amery, Sliema SLM 1706, Malta

Return postage is at your cost. On a change-of-mind return, the direct cost of returning the goods is the one thing we do not cover — you pay the return postage. We recommend a tracked service so you have proof of postage: proof of sending is enough for us to release your refund, even before the parcel reaches us. (If a product is faulty, damaged, or not what you ordered, this does not apply — in that case the return costs nothing, see below.)

The hygiene-seal rule — what you can and can’t return once opened

Here’s the part of the law that’s specific to cosmetics, and we’d rather explain it honestly than bury it in small print.

You can return an unopened, hygiene-sealed product within the 14-day window, no questions asked. Once the hygiene seal on a product has been broken — the shrink band, security sticker, or breakable applicator seal on the item itself, not just the outer shipping box — we’re legally unable to accept it back for a refund under the “right of withdrawal,” even within the 14 days.

Why: once a seal is broken on something like a cream, serum, lipstick, or anything applied to skin, we have no way of knowing whether it’s been used, contaminated, or altered, and we can’t put it back into stock for someone else to buy. EU law recognises this directly — sealed goods that can’t be resold for genuine health or hygiene reasons once unsealed are the one narrow exception to the general 14-day right. It isn’t a loophole we invented; it’s there to protect the next customer.

Two things we want to be clear about:

  • This only applies to the product’s own hygiene seal. Opening the delivery box, the branded outer carton, or trying on a product without breaking its seal does not remove your right to return it.
  • If a product is faulty, damaged, or not what you ordered, this rule doesn’t apply at all — see “Faulty or damaged products” and “Damaged in transit” below. The hygiene-seal rule is about changing your mind on a product you opened to use, not about protecting us from complaints about defective goods.

Refunds — timing and method

  • We’ll refund you within 14 days of the day you told us you’re withdrawing.
  • We may wait to refund you until we’ve received the goods back, or until you’ve provided proof you’ve sent them back (whichever happens first) — this is standard and allowed under EU law.
  • We refund using the same payment method you used to pay, and we won’t charge you any fee for the refund itself.
  • We refund the price of the goods and the standard delivery cost you originally paid. If you chose a faster or more expensive delivery option than our standard option, we only refund the cost of our standard delivery — not the difference.

Who pays for return shipping

You cover the cost of sending the item back to us, unless we’ve told you otherwise for a specific promotion or unless the item is faulty or arrived damaged (in which case we cover it — see below). We’re telling you this cost allocation clearly now, before you order, exactly as the law requires — if we hadn’t told you, we’d have to cover it ourselves.

We recommend using a tracked shipping service for your return, since you’re responsible for the item until it reaches us.

Faulty or damaged products — your 2-year guarantee

Separately from the 14-day change-of-mind right above, every product you buy from us comes with a 2-year legal guarantee of conformity. If a product is faulty, not as described, or otherwise doesn’t match what you ordered, you’re covered for two years from delivery — this is a separate, stronger right than the 14-day withdrawal window, and it applies even after a hygiene seal has been broken, because a genuine defect is not the same thing as changing your mind.

  • If something’s wrong within the first year, the law presumes the fault was already there when you received it — we have to prove otherwise, not you.
  • If it’s within the guarantee period, we’ll first offer to repair or replace the item. If that’s not possible, doesn’t happen within a reasonable time, or isn’t a fair fix, you’re entitled to a price reduction or a full refund.
  • What this doesn’t cover: a product simply reaching the end of its normal shelf life or its stated Period-After-Opening (the little open-jar symbol with a number of months on the packaging). That’s expected, normal ageing, not a defect. What is covered is a product that fails, spoils, separates, or causes a reaction before its labelled shelf-life or PAO date under normal storage and use — that’s a genuine conformity issue and you’re covered.

To make a claim under this guarantee, contact us at [email protected] with your order number, a description of the issue, and photos if you have them.

Damaged in transit

If your order arrives damaged, that’s on us, not you — the product is our responsibility until it’s safely in your hands. This is not a “change of mind” withdrawal and the hygiene-seal rule doesn’t apply to it either.

  • Contact us at [email protected] within a reasonable time of delivery, ideally with a photo of the damage and the packaging.
  • We’ll arrange a replacement or a full refund, including shipping, at no cost to you.
  • You won’t be asked to cover return shipping for a damaged-in-transit item.

Country-specific notes

Germany

Below is our statutory withdrawal notice (“Widerrufsbelehrung”) for customers in Germany, alongside the model withdrawal form. This section supplements, and doesn’t replace, the general policy above.

Widerrufsrecht

Sie haben das Recht, binnen vierzehn Tagen ohne Angabe von Gründen diesen Vertrag zu widerrufen. Die Widerrufsfrist beträgt vierzehn Tage ab dem Tag, an dem Sie oder ein von Ihnen benannter Dritter, der nicht der Beförderer ist, die letzte Ware in Besitz genommen haben bzw. hat.

Um Ihr Widerrufsrecht auszuüben, müssen Sie uns (Malgorzata Biszewska, trading as CapyOnsen, 9, Flat 3, Triq Amery, Sliema SLM 1706, Malta, [email protected]) mittels einer eindeutigen Erklärung (z. B. ein mit der Post versandter Brief oder E-Mail) über Ihren Entschluss, diesen Vertrag zu widerrufen, informieren. Sie können dafür das beigefügte Muster-Widerrufsformular verwenden, das jedoch nicht vorgeschrieben ist. Sie können außerdem die Widerrufsfunktion in Ihrem Kundenkonto auf unserer Website nutzen.

Zur Wahrung der Widerrufsfrist reicht es aus, dass Sie die Mitteilung über die Ausübung des Widerrufsrechts vor Ablauf der Widerrufsfrist absenden.

Ausschluss des Widerrufsrechts

Das Widerrufsrecht besteht nicht bei Verträgen zur Lieferung versiegelter Waren, die aus Gründen des Gesundheitsschutzes oder der Hygiene nicht zur Rückgabe geeignet sind, wenn ihre Versiegelung nach der Lieferung entfernt wurde.

Folgen des Widerrufs

Wenn Sie diesen Vertrag widerrufen, haben wir Ihnen alle Zahlungen, die wir von Ihnen erhalten haben, einschließlich der Lieferkosten (mit Ausnahme der zusätzlichen Kosten, die sich daraus ergeben, dass Sie eine andere Art der Lieferung als die von uns angebotene, günstigste Standardlieferung gewählt haben), unverzüglich und spätestens binnen vierzehn Tagen ab dem Tag zurückzuzahlen, an dem die Mitteilung über Ihren Widerruf dieses Vertrags bei uns eingegangen ist. Sie tragen die unmittelbaren Kosten der Rücksendung der Waren.

Impressum-Hinweis: Unsere vollständigen Anbieterangaben (Firma, ladungsfähige Anschrift, Vertretungsberechtigte, Kontaktdaten, Handelsregister, USt-IdNr.) finden Sie auf unserer Impressum-Seite.

France

Conformément au Code de la consommation, vous disposez d’un délai de rétractation de 14 jours, dans les conditions décrites ci-dessus. Un formulaire type de rétractation figure en annexe de cette page.

En cas de litige, et après nous avoir contactés directement, vous pouvez recourir gratuitement au service de médiation de la consommation suivant : [NOM DU MÉDIATEUR DE LA CONSOMMATION — EN COURS DE DÉSIGNATION], [ADRESSE DU MÉDIATEUR], [SITE WEB DU MÉDIATEUR]. Ce médiateur sera désigné et publié ici avant le lancement commercial en France.

Poland

Zgodnie z prawem konsumenckim obowiązującym w Polsce, przysługuje Państwu prawo odstąpienia od umowy w terminie 14 dni, na zasadach opisanych powyżej. Niezależnie od tego prawa, każdy zakupiony produkt objęty jest odpowiedzialnością sprzedawcy z tytułu niezgodności towaru z umową przez okres 2 lat od dostawy. Jeżeli towar okaże się niezgodny z umową, mają Państwo prawo w pierwszej kolejności żądać jego naprawy lub wymiany, a jeżeli nie jest to możliwe — obniżenia ceny lub odstąpienia od umowy. Domniemywa się, że niezgodność towaru z umową, która ujawniła się przed upływem dwóch lat od dostawy, istniała już w chwili dostawy.

Annex — Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Malgorzata Biszewska, trading as CapyOnsen, 9, Flat 3, Triq Amery, Sliema SLM 1706, Malta, [email protected]

  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
  • Ordered on (*) / received on (*):
  • Name of consumer(s):
  • Address of consumer(s):
  • Order number:
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.