Returns & Refunds Policy
Last updated: 22 August 2026
1. Right of withdrawal
The customer has the right to withdraw from a distance purchase without giving any reason within 14 days of receiving the goods.
To meet the deadline, it is sufficient to send us an unambiguous notice of withdrawal through the contacts indicated on the website before the deadline expires.
After giving notice, the goods must be sent back within 14 days.
2. Condition of the returned goods
The customer may inspect the goods in the same way as would be possible in a regular shop.
The goods should be returned without signs of use, where possible in the original packaging and with all accessories. The customer may be liable for any diminished value resulting from handling the goods beyond what is necessary to inspect them.
The absence of the usual outer packaging does not in itself cancel the statutory right of return.
3. Cosmetics and hygiene restrictions
The right of withdrawal may not apply to goods which:
- were supplied sealed;
- after the protective seal or airtight packaging has been opened, are not suitable for return for reasons of health protection or hygiene.
This exception does not apply automatically to all cosmetics and does not limit the customer's rights in the case of a defective, damaged product or one that does not match the order.
4. Cost of return shipping
When returning goods in good condition because of a change of mind, the customer pays the cost of return shipping.
If the goods are damaged, defective or were sent by mistake, Dr. Mazurenko Aesthetics pays the reasonable cost of the return.
Before sending a return, please contact us to receive instructions and the return address.
Do not send a return as cash on delivery without prior agreement.
5. Refunds
A refund is made no later than 14 days after receipt of the notice of withdrawal.
We may withhold the refund until we have received the goods back or until the customer has provided proof that they have been sent.
The following is refunded:
- the cost of the returned goods;
- the cost of the original standard delivery, if it was paid.
Any surcharge for express delivery is not refunded to the extent that it exceeds the cost of standard delivery.
The refund is made using the same means of payment used for the original transaction, unless the parties have agreed otherwise.
6. Cancellation before dispatch
To cancel an order before it is dispatched, please contact us as soon as possible and provide the order number.
If the order has not yet been handed over for delivery, it will be cancelled. If payment has been made, the amount will be refunded in full.
After the order has been handed over to the carrier, the usual return procedure applies.
7. Damaged, incorrect or non-conforming goods
If the goods arrived damaged, are defective or differ from what was ordered, contact us as soon as possible and attach:
- the order number;
- a description of the problem;
- photographs of the product, the packaging and the shipping label.
This requirement helps to review the request faster and does not limit the customer's statutory rights.
8. Model withdrawal form
The customer may use the following text:
I hereby give notice of withdrawal from the contract of sale of the following goods: [product].
Order number: [number].
Order date: [date].
Date received: [date].
Customer name: [name].
Customer address: [address].
Date of notice: [date].
The use of this form is optional — any unambiguous statement of withdrawal is sufficient.
Contacts
To arrange a return or ask a question, please contact us: