Refund policy

Right of Withdrawal (EU)

For orders shipped to the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.
To exercise this right:

  • Items must be unused, unopened, and in their original packaging.
  • For hygiene and health protection reasons, opened products or products with broken seals (e.g., jars, bottles, pumps, tins, deodorant sticks, lip balms) cannot be returned.
  • Proof of purchase is required.


Order Cancellations / Cutoff Time

  • Orders can only be cancelled if the request is received before 17:00 (5 PM) local time on the day of purchase.
  • Orders placed or cancellation requests received after 17:00 are processed for evening dispatch and cannot be stopped.
  • If you change your mind after 17:00, you may refuse the package upon delivery or return it following our standard return policy.
  • Return shipping costs are the responsibility of the customer.

 

Return Conditions

  • Items must be unused and in original packaging.
  • Cosmetics can only be returned if the seal has not been broken.
  • Sale items are non-returnable.
  • Proof of purchase is required.


Non-returnable Items

  • Opened skincare or cosmetic products.
  • Products with broken seals.

How to Start a Return

Contact us at info@dutchheritagecosmetics.com before sending anything back. Returns sent without prior approval will not be accepted. If approved, we will send you return instructions.


Return Address

Dutch Heritage Cosmetics

Industrieweg 33

3762EK Soest

The Netherlands

(No visiting address)


Return Shipping Costs

  • Return shipping is always the responsibility of the customer.
  • We do not refund return shipping costs.

 

Shipping Costs in Case of Returns

  • If you return your order, we will refund only the purchase price of the products.
  • Shipping fees paid at the time of ordering are non-refundable, as these costs were already incurred to deliver the package to you.
  • If you return part of your order and the total value drops below the free shipping threshold, we reserve the right to deduct the standard shipping fee (€6.95 NL / €6.95 BE/DE / €9.95 EU / €20 worldwide) from your refund.
  • This is because we have already paid the shipping provider to deliver your order, and these costs cannot be recovered. Refunds therefore cover only the product value, not the shipping fees.

 

Customer Responsibility

The customer is responsible for correct return handling, including:

  • Using the correct return address and adding all necessary details.
  • Proper packaging to avoid damage.
  • Retaining proof of shipment and providing the tracking number immediately after shipping.


If a return is lost, damaged, or misdelivered due to customer error or failure to provide tracking information, we cannot issue a refund.


Refunds

Refunds are processed once the return has been received and inspected.

  • If approved, the refund will be issued to your original payment method within 10 business days.
  • Banks/credit card providers may take longer to process.
  • If you have not received your refund after 15 business days, contact us.


Exchanges

If you wish to exchange an item, please return the unwanted item and place a new order once the return has been accepted.