Returns & Refund Policy

Customer care

Returns & Refund Policy

We want you to be happy with your order. This page explains when an item can be returned, how to start a return, and how refunds are handled. Please read the section on sealed items carefully, as fragrance and cosmetics are treated differently to most products for hygiene reasons.

Your right to cancel

Wherever you are in the world, you have 14 days to change your mind. You may return an eligible item within 14 days of receiving your order, without giving a reason. The 14 days run from the day you, or someone you nominate, physically received the goods.

If you are a consumer in the European Union or European Economic Area, this reflects your statutory right of withdrawal. For customers everywhere else, including Canada and the United States, we apply the same 14 day window as a matter of policy.

We do not charge a restocking fee. Eligible returns are refunded in full for the price of the product.

Please read the next section before opening anything. Returns are only possible while the item is still sealed. This applies to every product we sell, with one exception: the B-Cure Laser, which is covered by our 30-Day Money-Back Guarantee.

Sealed items: what can and cannot be returned

Perfume, cosmetics and skincare are sealed for health protection and hygiene reasons. Under EU consumer law, once the protective seal, wrapping or packaging has been opened, unsealed, broken or tampered with, the item can no longer be returned or refunded.

This means a return is only possible if the product is still completely sealed and unopened, in its original, undamaged packaging.

This is not a restriction we have invented. It exists because a fragrance that has been opened cannot be resold safely to another customer, and the law recognises this for hygiene-sensitive goods.

Items that cannot be returned

Any product where the seal, wrapping or packaging has been opened or broken
Items that have been used, sprayed, tested or altered in any way
Personalised, engraved or custom-made items, unless they arrive faulty or damaged
Items returned without their original packaging, or returned damaged

The exclusion for personalised items and opened products does not apply if the item arrived faulty, damaged or incorrect. See the section below.

B-Cure Laser: 30-Day Money-Back Guarantee

Try the B-Cure Laser at home. If it does not help, you can return it within 30 days of delivery for a full refund of the device price.

The guarantee applies only when all of the following conditions are met:

You contact us at support@hezoria.com within 30 days of the day the device was delivered to you, quoting your order number.
The device has been used for no more than 7 consecutive days.
You provide evidence that the device was used as directed and did not help, such as the dates of your treatments and the areas treated.
The device is returned complete, undamaged and in its original packaging, with all parts, accessories and documentation.

Refund only after inspection. Every returned device is inspected by Hezoria. A refund is approved only after the device has passed our inspection and the conditions above are confirmed. We will email you with the result.

Return shipping is paid by you. You are responsible for sending the device back and for the parcel until it reaches us. Please use a tracked, insured service. Return shipping costs are not refunded.

Approved refunds are issued to the original payment method within 14 days of approval.

This guarantee is offered in addition to your statutory rights, including the right to cancel described above, and does not reduce them.

How to start a return

Contact us within 14 days Email support@hezoria.com with a clear statement that you wish to return your order, including your order number.
Wait for our confirmation We will confirm whether the item is eligible and give you the return address and any instructions. Please do not send anything back before this.
Send the item back securely Pack the product so it cannot be damaged in transit. It must arrive sealed, unopened and in its original condition. We recommend using a tracked service, as you remain responsible for the parcel until it reaches us.
We inspect and refund Once the item arrives and we have checked it meets the return criteria, we will process your refund.

Return shipping costs

You are responsible for the cost of returning the item to us. Returns are sent by post. We do not include a prepaid return label in the package, and return postage is not refunded.

The one exception is where the item was faulty, damaged on arrival or not what you ordered. In those cases we cover the return cost in full. See the section on faulty items below.

Import duties and customs charges are paid by us, so there is nothing for you to reclaim from your local authority.

Refunds

We will process your refund within 14 days of receiving the returned item back at our facility and confirming that it meets the return criteria.

Refunds are issued to the original payment method. Depending on your bank or card provider, it can take a few additional working days for the money to appear in your account. Currency conversion differences and bank fees are outside our control.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, or does not match what you ordered, you are entitled to a replacement or a full refund under your statutory consumer rights. The sealed-item exception does not apply in these cases.

Please inspect your parcel on arrival and contact us at support@hezoria.com as soon as possible, including photographs of the item and the packaging so we can resolve it quickly.