Refund and Returns Policy

1. Overview

This policy outlines the terms for returns, withdrawals, complaints and cancellations applicable to purchases made via [https://Ewopharma.shop] in the Czech Republic. All actions (returns, cancellations, withdrawals) must be initiated through your personal account on our Website.

2. Right to Withdraw

2.1. Eligibility for Withdrawal

  • For a remote purchase contract, you are entitled to withdraw, without reason, within 14 days of you acquiring the Product. Unless permitted by applicable law, there is no right to refund outside of those 14 days.

2.2. Procedure

  • To withdraw from the contract, you must log in to your personal account on our website and complete the Contact form provided (“Question about my order”).
  • Products must be returned within 14 days of the date of withdrawal from the purchase contract.
  • Refunds shall be processed within three weeks of receiving the returned Product (together with proof of delivery cost) in their original packaging and condition. We shall use the same means of payment you used to pay the purchase price, unless we agree otherwise.
  • If no personal account was created, please submit  withdrawal request via  Contact form  (“Question about my order”)

2.3. Exceptions

  • It will not be possible to withdraw from the contract where the Products are customized for you, or removed from packaging (package seal is not broken) and cannot be repackaged for hygienic reasons (e.g., opened cosmetics).

2.4. Liability for Reduction in Value

  • By law, you shall be held liable for any reduction in the value of the Products as a consequence of handling the Products in a manner other than is necessary to familiarize yourself with the nature, properties, and functionality of the Products (e.g., if you continue to use a perfume after you have initially tried it). We reserve the right to deduct from the refund if the goods are returned damaged or in an unsellable condition.

3. Complaints

3.1. Defective Products

  • You can reject the delivery of a visibly defective Product and obtain a full refund, or have it replaced.
  • Products shall be considered defective, in particular, when they do not have the usual or presented properties, do not serve their purpose, do not comply with statutory requirements, or have not been delivered in the agreed quantity.

3.2. Exceptions

  • An increased sensitivity or allergic reaction to the delivered Products cannot in itself be deemed a defect in the Products.
  • Shortcomings in gifts and other gratuitous performance we provide beyond the scope of your order do not constitute a defect.
  • Defects after the expiry date of the Product, or after the recommended use date post-opening of the Product, shall not constitute a defect.

3.3. Complaint Process

  • Defective Product matters shall be notified to us within 2 years from the date of purchase (for hidden defects –  within 5 years of purchase).
  • Products shall be considered defective, in particular, when they do not have the usual or presented properties, do not serve their purpose, do not comply with statutory requirements or have not been delivered in the agreed quantity. Please note that an increased sensitivity or allergic reaction to the delivered Products cannot in itself be deemed a defect in the Products. Likewise, shortcomings in gifts and other gratuitous performance we provide beyond the scope of your order do not constitute a defect. Pictures of Products in our Website are illustrative only and do not constitute a binding depiction of the Products’ properties (for example, the packaging may differ due to a change made by the manufacturer).
  • We will be happy to answer any questions regarding complaints via Contact form. Please send us the Products under complaint together with a completed complaint form that can be found on our website (“Question about my order”). In the event you fill in the form without the assistance of our staff, please remember to indicate what you find to be a defect or how the defect has manifested, and your requirement as to the method of handling your complaint.
  • We will inform you of the progress of the complaint, in particular of its receipt, acceptance, or rejection, via e-mail or text messages. We may also contact you by phone.
  • We will make a decision on the complaint without delay. The processing of the complaint including the defect removal will not exceed ordinarily 30 days. This is on the basis that you provide us with any necessary assistance and information that is requested of you. Otherwise, you shall be entitled to withdraw from the purchase contract. Please note, no compensation will be provided for delays in the complaint resolution process.
  • In the case of a justified complaint, we shall bear the costs associated with the return of the Products.

4. Order Cancellation

4.1. Pre-shipment Cancellations

  • Orders may be cancelled via your personal account before the shipment confirmation email is sent.
  • Cancelled orders will be refunded within 7 calendar days of cancellation.
  • If no personal account was created, please submit cancellation request via  Contact form  (“Question about my order”)

4.2. Post-shipment Cancellations

  • Once shipped, orders cannot be cancelled but may be returned under the withdrawal procedure.

5. Return Method

To ensure smooth processing:

  1. Log in to your account and select the relevant order.
  2. Submit a return request and receive a return authorization.
  3. Ship the item to the provided return address, using a trackable method to ensure delivery.
  4. If no personal account was created, please submit  return request via  Contact form  (“Question about my order”)

6. Shipping and Handling Costs

  • For returns or withdrawals, the customer bears the cost of shipping the product back unless the return is due to a defective or incorrect item.
  • Shipping costs for non-compliant returns will not be refunded.

7. Inspection and Non-compliance

  • If a returned product fails inspection (e.g., damaged, missing accessories, used items returned), the customer will be notified:
  • A partial refund or no refund may be issued, depending on the extent of the issue.
  • The product can be returned to the customer at their expense.

8. Contact Information

For further assistance, please contact us at:

  • Email: info@ewopharma.cz
  • Phone: +420 267 311 613
  • Return Address:
    • Ewopharma, spol. s r. o.
      Sodomkova 1474/6
      102 00 Praha 10
      Česká republika