Refund policy

A return should be straightforward. Start with your order number and what you need: a change-of-mind return, a product fault or an incorrect delivery.

Withdraw from your purchase online

Withdraw from your purchase through Shopify customer accounts. Use the email for your order, open the relevant order and choose the cancellation or return action. Review the order and items, then confirm submission. The request is recorded by Shopify. Its account service is designed to send an acknowledgement to your order email. The account route identifies your order; it does not require a newsletter subscription. A clear withdrawal statement submitted in time takes effect when submitted, even if the request is still pending review. If the acknowledgement does not arrive, check your spam folder and contact us; do not wait for a reply before giving notice within the deadline.

The cancellation route is available before fulfilment; the return window is 14 days from delivery of the last item in the order, extended where it ends on a weekend or holiday. This online route is additional to your right to send an unambiguous withdrawal statement by email or contact form. You can give notice by any of these routes within the withdrawal period.

Changing your mind: 14-day withdrawal

If you buy as a consumer online, you generally have 14 calendar days from the day you or your nominated recipient receives the goods to tell us you are withdrawing. For one order delivered in separate parts, the period generally starts when the last item arrives. You do not need to give a reason.

1. Send an unambiguous withdrawal statement to info@belom.eu or through our contact form before the period ends. Identify the order and the items.
2. Send the goods back without undue delay and within 14 days after notifying us. For our free return arrangement, contact us for the label or collection instructions before buying postage. Our postal return address is Belom group OÜ, Narva mnt 7a, Tallinn, 15172, Estonia. If you independently choose another courier route, the cost rules below apply. Prior approval is not required for the withdrawal statement to take effect. Contact us for safe handling instructions if the item leaks or is subject to carrier restrictions; requesting instructions does not postpone or condition your right to withdraw.
3. Keep proof of posting. Pack securely and, where possible, include the order number so we can identify the parcel.

We provide free return shipping through our return arrangement when you exercise your consumer withdrawal right within the notification and return deadlines described above. The hygiene exception below applies only where its legal conditions are met. Contact us for the return arrangement before buying your own label. If you choose a separate courier route without agreeing reimbursement, you pay that route; no unannounced return fee is imposed. We pay the appropriate return costs where a product is faulty or incorrectly supplied. Do not send flammable or otherwise restricted products by a carrier method that prohibits them; contact us to arrange an appropriate return route.

Cosmetics, hygiene seals and opened products

There is no automatic “no returns on cosmetics” rule. The statutory hygiene exception applies only to sealed goods genuinely unsuitable for return for health protection or hygiene reasons when that seal is broken after delivery. Ordinary outer transport packaging is not necessarily a hygiene seal. We do not apply an undisclosed hygiene-seal exception. Where this exception applies to a particular item, its product page must identify the hygiene seal and explain before purchase that breaking it after delivery removes the change-of-mind withdrawal right. If that notice is not displayed for the item, we handle it under the ordinary withdrawal rules.

For other goods, you can inspect them as necessary to establish their nature, characteristics and functioning. Handling beyond that may lead to a legally permitted deduction for diminished value; it does not automatically cancel the withdrawal right. Opening a product does not remove your rights if it is faulty, unsafe or misdescribed.

Refund amount and timing

For a full consumer withdrawal, we reimburse the purchase payments and the cost of our least expensive standard outward delivery option. Extra cost for a more expensive delivery option you chose is not included. Refunds are made without undue delay and within 14 days after we receive your withdrawal notice. We may withhold the refund until the returned goods arrive or you provide evidence that they have been sent back, whichever is earlier.

We use the original payment method unless you expressly agree otherwise, and do not charge a refund fee. For a partial return, the refund is based on the actual amount paid for the returned item, including its allocated order discount. A zero-price gift has no paid amount to refund. For a full withdrawal, return any gift received with the order as well. If a partial return removes a gift condition, contact us about returning it; we do not impose an undisclosed gift price or retroactive discount charge. Bank or payment-provider processing can affect when a refund becomes visible.

Faults, damage or a wrong item

Contact us with your order number and describe the issue. Photos of the item, packaging and batch number help us investigate. Stop using a product that appears unsafe. Do not send a leaking or restricted item without return instructions. For consumer goods, statutory conformity protection normally applies for at least two years; remedies are provided in the circumstances and order required by law.

Reporting transport damage promptly helps preserve evidence, but we do not impose an arbitrary 24-hour deadline that removes your statutory rights. Returns for business purchases are handled under the written business agreement and applicable law; the consumer cooling-off right does not automatically apply.

Model withdrawal form

See Terms & conditions for complaint routes and the complete purchase terms.

Last updated: 5 October 2026. Published by Belom group OÜ for NailMarket.