Refund policy

Last updated: November 8, 2026.

Here you will find information about canceling an online purchase from Feveli, returning goods, and making a claim.

The 14-day right of withdrawal

If you are a consumer, you may withdraw from an online purchase within 14 days without giving a reason and without a penalty, subject to the conditions and exceptions provided by applicable law.

The period expires 14 days after the day you, or a third party you designate other than the carrier, receive the goods. If several items from one order are delivered separately, the period begins when the last item is received. It is sufficient to send your withdrawal statement before the period expires.

How to notify us

You can submit a cancellation or return request through “Cancel or return an order.” Sign in with the email address used for your purchase and the one-time code you receive. Open your order and follow the cancellation or return action available for its status. After submission, the system sends an email acknowledging the request.

If the relevant action is not displayed or you prefer another method, send a clear statement of your decision through our contact form. You may use the sample statement below, but it is not required. Including your name, email, and order number helps us identify the purchase.

You do not need to explain your reason or wait for prior approval to exercise your right. For questions, you can also use our contact page.

Sending goods back

For return-shipping information and the exact return address, use our contact form. This is not a condition for exercising a right of withdrawal and does not change statutory deadlines.

Send or hand over the goods for return without undue delay and no later than 14 days after the day you notify us of your withdrawal. You meet the deadline if you send the goods before it expires. Keep your proof of shipment.

For an ordinary withdrawal, you bear the direct return-shipping costs where you were informed of this before purchase. We do not charge a separate withdrawal-processing fee. Where a return results from a valid claim, we bear the necessary costs.

Package the product to protect it in transit and include its accessories and included components. Original packaging is helpful, but its absence alone does not remove a right of withdrawal.

Condition of diffusers and fragrance refills

You may inspect the goods as necessary to establish their nature, characteristics, and functioning. If handling goes beyond what is necessary and reduces the value, you are responsible only for the actual diminished value under the applicable legal conditions. If a deduction applies, we explain its specific basis and calculation; we do not automatically apply a fixed percentage.

Opening a diffuser or refill package does not automatically remove a right of withdrawal. Fragrance consumed, contamination, missing components, or damage may be taken into account where they result from handling beyond a necessary inspection and cause an actual loss of value.

We do not apply a blanket exception to all opened fragrances. Statutory exceptions apply only where the particular goods actually meet their conditions and the information was provided in advance. Choosing a standard finish, fragrance, or volume is not by itself considered a custom-made order.

Refunds

On withdrawal, we refund payments received for the returned purchase, including the cost of the least expensive standard outbound delivery method we offered. We are not required to refund the additional cost of a more expensive delivery method you selected.

We issue the refund without undue delay and no later than 14 days after the day we are informed of the withdrawal. Unless we have offered to collect the goods ourselves, we may withhold payment until we receive the goods back or you provide evidence that you sent them, whichever happens first. This does not start a new 14-day period after the goods are returned.

We use the same payment method as the original purchase unless you expressly agree to another method. For an order paid cash on delivery, we may agree on a bank transfer with you, for example. The refund does not result in fees for you and is not required to be replaced with a voucher or store credit.

Defective, damaged, or incorrect goods

If the goods do not conform to the contract, you have statutory rights separate from the 14-day right of withdrawal. You may make a claim against the seller for nonconformity that appears within two years of receipt, subject to the applicable legal conditions.

Contact us through our contact page and describe the issue and purchase. You may include proof of purchase and available photos or video to help the review. This does not mean that claims can be made only through this channel or only with photos.

Where the legal conditions are met, you are entitled to repair or replacement at no cost to you and, in the circumstances provided by law, a proportionate price reduction or cancellation of the contract. We do not require you to contact only the manufacturer, and we do not limit your rights because a commercial warranty card is missing or the packaging has been opened. Normal fragrance consumption is not itself nonconformity, but it does not exclude your rights for a defective refill.

Sample withdrawal statement

You can copy this text into a message through our contact form if you wish to withdraw from the contract. You may send any other clear statement instead.

To Feveli through the contact form

I/We hereby notify you that I/we withdraw from my/our contract of sale for the following goods:

Item(s): ........................................................

Ordered on/received on: ........................................................

Consumer name(s): ........................................................

Consumer address(es): ........................................................

Consumer signature(s), only if submitted on paper: ........................................................

Date: ........................................................

Optional details to help us process the request — order number and reply email: ........................................................

Delete as applicable.