Refund and Returns Policy

Return & Refund Policy

At Abellas Secret, we are committed to providing you with high-quality products and a positive shopping experience. Your satisfaction is our priority. This policy outlines your rights and our procedures regarding returns and refunds for purchases made on abellassecret.com, in accordance with European consumer protection laws.

I. Your Right of Withdrawal (Change of Mind)

As a consumer in the European Union (EU) or European Economic Area (EEA), you have a statutory right to withdraw from your purchase contract without giving any reason within 14 calendar days.

  • Withdrawal Period: The withdrawal period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If your order consists of multiple goods delivered separately, the withdrawal period expires 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
  • Notification of Withdrawal: To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement (e.g., a letter sent by post, fax, or email). You may use the model withdrawal form provided below, but it is not obligatory.
    • Email: abella@abellassecret.com
    • Postal Address: Abellas Secret, Grønland 46, Drammen, Norway
  • Deadline: To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

II. Effects of Withdrawal (Change of Mind)

If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

  • Refund Timeline: We will make the reimbursement without undue delay, and not later than:
    • 14 days after the day we receive the returned goods back from you, or
    • (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
    • If no goods were supplied, 14 days after the day on which we are informed about your decision to withdraw from this contract.
  • Refund Method: We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
  • Condition of Returned Goods: You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. This means you can inspect the goods as you would in a physical store. If the goods are returned used beyond this necessary inspection, or damaged due to your handling, we reserve the right to deduct an amount from the refund to compensate for the diminished value.
  • Return Shipping Costs (Change of Mind): You will have to bear the direct cost of returning the goods.

III. Damaged, Defective, or Incorrect Items (Statutory Warranty Rights)

Your statutory rights for faulty goods remain unaffected by this policy. Under EU law, all products come with a minimum 2-year guarantee (legal guarantee of conformity) from the moment you receive them. This means you have a right to a repair, replacement, or refund if goods are faulty or not as advertised.

We handle damaged, defective, or incorrect items differently based on their value:

A. For Products with a Value Below €100:

  • No Return Required: For products valued below €100 (excluding shipping costs), you generally do not need to return the physical item if it is damaged, defective, or incorrect.
  • Documentation Required: To process your claim, you must provide clear documentation of the issue. This can be:
    • Images: High-quality photos clearly showing the defect or damage from multiple angles.
    • Video: A short video demonstrating the defect or problem (e.g., if a function isn’t working).
  • Resolution: Upon receiving and verifying your documentation, we will, at our discretion, offer you one of the following solutions:
    • Replacement: A new, identical product will be sent to you at no additional cost.
    • Refund: If a replacement is not possible or you prefer a refund, we will issue a full refund for the product.
  • How to Claim: Please contact us immediately at abella@abellassecret.com with your order number, a description of the issue, and attached images/video evidence.

B. For Products with a Value of €100 or More:

  • Return Required: For products valued at €100 or more (excluding shipping costs) that are damaged, defective, or incorrect, you must return the item to us for inspection and processing.
  • Return Shipping Costs (Faulty Items): If the product is indeed found to be damaged, defective, or incorrect as per your claim, we will reimburse you for the reasonable cost of return shipping. Please retain proof of shipping costs.
  • Resolution: Upon receiving and inspecting the returned item, we will offer one of the following solutions based on the nature of the defect and your preference, in accordance with your statutory rights:
    • Repair: We will repair the item free of charge.
    • Replacement: We will send you a new, identical product.
    • Price Reduction: If repair or replacement is not possible or disproportionate, we may offer a partial refund while you keep the item.
    • Full Refund: If repair or replacement is not possible, or if the defect is significant and cannot be remedied, you will receive a full refund.
  • How to Claim: Please contact us at abella@abellassecret.com with your order number, a detailed description of the issue, and then follow our instructions for returning the item.

IV. General Conditions for All Returns

  • Proof of Purchase: All returns and claims must be accompanied by valid proof of purchase (e.g., order confirmation email, invoice).
  • Original Condition (for Change of Mind): For returns based on the Right of Withdrawal, items must be returned in their original condition, unused, and with all original packaging, tags, accessories, and documentation. Any use beyond what is necessary to establish the nature, characteristics, and functioning of the goods may lead to a deduction from your refund.
  • Packaging: When returning items, please ensure they are securely packaged to prevent damage during transit. We recommend using a trackable shipping service.

V. Items Not Eligible for Return or Withdrawal

Please note that certain types of goods are exempt from the right of withdrawal under EU law:

  • Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • Goods which are liable to deteriorate or expire rapidly.
  • Goods made to your specifications or clearly personalised.
  • Newspapers, periodicals, or magazines (with the exception of subscription contracts).
  • The supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and their acknowledgment that they thereby lose their right of withdrawal.
  • The supply of services after the service has been fully performed if the performance has begun with the consumer’s prior express consent, and with the acknowledgement that they will lose their right of withdrawal once the contract has been fully performed by the trader.

VI. How to Initiate a Return or Claim

To initiate any return or claim, please follow these steps:

  1. Contact Us: Send an email to abella@abellassecret.com stating your intention to return or make a claim.
  2. Provide Information: Include the following details in your email:
    • Your full name
    • Your order number
    • The name(s) of the product(s) you wish to return/claim for
    • The reason for the return/claim (e.g., “Change of Mind,” “Damaged,” “Defective,” “Incorrect Item”)
    • For damaged/defective items <€100: Attach clear images or a video demonstrating the issue.
  3. Await Instructions: We will respond to your email with further instructions, including the specific return address (if applicable) and any necessary return authorisation.
  4. Send the Item (if required): If a return is required, please send the item to the following address:
    Abellas Secret
    Grønland 46
    3045 Drammen
    Norway
    Please ensure the package is well-protected and consider using a shipping method with tracking.

VII. Refunds Processing

  • Once your return is received and inspected (for physical returns), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 calendar days.
  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at abella@abellassecret.com.

VIII. Dispute Resolution

In the event of a dispute, we encourage you to contact us directly to seek a resolution. We are committed to finding a fair solution.

For consumers in the European Union, the European Commission provides an online platform for out-of-court dispute resolution: https://ec.europa.eu/consumers/odr/

IX. Contact Information

If you have any questions about our Return & Refund Policy, please contact us:

  • Email: abella@abellassecret.com
  • Postal Address: Abellas Secret, Grønland 46, Drammen, Norway

X. Model Withdrawal Form (Optional but Recommended)

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

To: Abellas Secret
abella@abellassecret.com
Grønland 46,
3045 Drammen,
Norway

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*):

Ordered on ()/received on ():
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

Contact us at abella@abellassecret.com for questions related to refunds and returns.

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