Refund policy

Last updated: 18 September 2026

This Refund Policy explains your right of withdrawal and how returns and refunds work at [[TO BE COMPLETED BY OWNER: store name]], the webshop for MYKONOS perfumes. It applies to consumers, meaning natural persons who buy for purposes outside their trade, business, craft or profession. Nothing in this policy limits the rights you have under mandatory consumer law.

1. Summary

Topic	What applies
Withdrawal period	14 days, starting on the day after you receive the goods
Reason required	No
Refund	Without undue delay and no later than 14 days after the day we receive your withdrawal notice; we may wait until we have received the goods back or you have shown proof that you sent them, whichever comes first
Outbound delivery costs	The standard delivery costs of the original shipment are refunded
Direct cost of returning the goods	[[TO BE COMPLETED BY OWNER: who pays return shipping]]
Sealed perfume	Can be returned if the seal is intact; the right of withdrawal ends once the seal has been broken after delivery (see section 5)

2. Right of withdrawal

Under Directive 2011/83/EU on consumer rights you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a third party indicated by you who is not the carrier, take physical possession of the goods. If one order is delivered in several parcels, the period ends 14 days after the day on which you receive the last parcel.

3. How to withdraw

To exercise the right of withdrawal, you must inform us of your decision by a clear statement, for example a letter sent by post or an e-mail, addressed to:

FragranceGems VOF
IJsselstroom 33, 2721 AW Zoetermeer, The Netherlands
E-mail: [[TO BE COMPLETED BY OWNER: customer service e-mail address]]
Phone: [[TO BE COMPLETED BY OWNER: customer service phone number]]

You may use the model withdrawal form at the end of this policy, but this is not obligatory. To meet the deadline, it is sufficient that you send your notice before the withdrawal period has expired. Please mention your order number so that we can find your order quickly.

4. Effects of withdrawal

Refund

If you withdraw, we refund all payments received from you for the returned goods, including the standard delivery costs of the original shipment. Extra costs that arose because you chose a delivery method other than the least expensive standard delivery we offer are not refunded. We make the refund without undue delay and in any event no later than 14 days after the day on which we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back or until you have supplied proof that you have sent them back, whichever is the earliest.

We refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. You will not be charged any fee for the refund.

Sending the goods back

Send the goods back without undue delay and in any event no later than 14 days after the day on which you informed us of your withdrawal. The deadline is met if you send the goods before those 14 days have expired. Return address: [[TO BE COMPLETED BY OWNER: return address]].

Direct cost of returning the goods: [[TO BE COMPLETED BY OWNER: who pays return shipping]].

We recommend using a shipping service with tracking and keeping the proof of posting until the refund has been made.

Diminished value

You may handle and inspect the product in the same way as you would in a physical shop. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. In that case we may deduct the loss in value from the refund.

5. Exception: sealed products

Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene and which were unsealed after delivery. Perfume is applied to the skin. Once its seal has been broken, we can no longer offer the product to another customer.

For perfume that we deliver with a protective seal, for example sealed cellophane wrapping or a seal label, this means:

Withdrawal is possible as long as the product is unopened and the seal is intact. Opening the outer shipping parcel does not count as breaking the seal.
The right of withdrawal ends once you have removed or broken the seal after delivery.

This exception concerns only the right of withdrawal. It does not affect your rights if a product is damaged, defective or not the product you ordered; see sections 7 and 8.

6. Cancelling an order before dispatch

If you want to cancel an order that has not yet been handed over to the carrier, contact us as soon as possible and mention your order number. If the order has already been dispatched, you can use your right of withdrawal as described in this policy.

7. Damaged or wrong delivery

If a product arrives damaged, or you received a different product from the one you ordered, contact us as soon as reasonably possible after you discover it. Mention your order number and describe the problem; photos of the product and the packaging help us handle your report quickly. We will arrange a solution in line with the legal guarantee described in section 8, at no cost to you.

8. Legal guarantee of conformity

We are responsible for delivering goods that conform to the contract. Under EU law (Directive (EU) 2019/771) you are entitled to the legal guarantee for any lack of conformity that becomes apparent within at least two years of delivery. National law in your country of residence may give you more extensive rights, and those rules continue to apply.

If a product does not conform, you are entitled to repair or replacement free of charge and, where that is not possible or not done within a reasonable time, to a price reduction or termination of the contract with a refund. A lack of conformity that becomes apparent within one year of delivery is presumed to have existed at the time of delivery, unless this is incompatible with the nature of the goods or of the defect.

9. Business customers

The statutory right of withdrawal applies to consumers only. It does not apply to purchases made in the course of a trade, business, craft or profession.

10. Complaints and help

If you are not satisfied with how we handled your return or refund, please contact us first using the details in section 3. If we cannot resolve the matter together, you can seek advice from the consumer organisation or competent consumer authority in your country. For cross-border purchases within the EU you can contact the European Consumer Centre in your country of residence through the European Consumer Centres Network (ECC-Net).

11. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: FragranceGems VOF, IJsselstroom 33, 2721 AW Zoetermeer, The Netherlands, [[TO BE COMPLETED BY OWNER: customer service e-mail address]]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.