Refund policy
We want you to be happy with your order. This policy explains your statutory right of withdrawal, the exception that applies to opened cosmetics, and how to return an item.
Right of withdrawal
You have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. Where your order is delivered in several shipments, the period runs from receipt of the last item.
To exercise the right of withdrawal, inform us of your decision by an unambiguous statement — by email or post, using the contact details below. You may use the model withdrawal form, but this is not obligatory. To meet the deadline, it is sufficient that you send your communication before the withdrawal period expires.
Exception for opened cosmetics
Our products are supplied sealed for reasons of health protection and hygiene. Once the seal has been broken, the product can no longer be returned.
This exception is provided for by law (Article 16(e) of Directive 2011/83/EU on consumer rights, as transposed into Belgian and Dutch law). It means:
- Unopened products with the seal intact may be returned within the 14-day period.
- Products whose seal has been broken cannot be returned, as they are not suitable for return for reasons of health protection and hygiene.
This exception does not affect your rights where an item is faulty, damaged or not what you ordered — see “Faulty or incorrect items” below.
Returning an item
Send the goods back to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send the goods back before that period expires.
You bear the direct cost of returning the goods.
You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Refunds
We will reimburse all payments received from you, including the costs of delivery — with the exception of any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery we offer.
We will make the reimbursement without undue delay, and no later than 14 days from the day on which we are informed of your decision to withdraw. We will use the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise; you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is the earlier.
Faulty or incorrect items
Separately from the right of withdrawal, you benefit from a statutory guarantee of conformity. If an item arrives damaged, is faulty, or is not the item you ordered, contact us and we will arrange a replacement or a refund at our cost. This applies whether or not the seal has been broken, and does not affect your statutory rights.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: TMG Europe BV, Kragendijk 187A, 8300 Knokke-Heist, Belgium — admin@mazi.beauty
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:
Contact
TMG Europe BV
Kragendijk 187A
8300 Knokke-Heist
Belgium
Email: admin@mazi.beauty
Company registration number / VAT: BE 0789.375.013
Complaints and dispute resolution
If you have a complaint, please contact us first at the address above — we would like the opportunity to put things right. If we are unable to resolve the matter together, consumers resident in Belgium may contact the Consumer Mediation Service (Consumentenombudsdienst / Service de médiation pour le consommateur).