Política de reembolso

Everything about returning an item, cancelling an order and getting a refund. For delivery times, costs, lost packages or address problems, see our separate Shipping Policy.

Article 1 — Your rights at a glance

You may have up to three separate sets of rights, and the option most favourable to you applies. Any mandatory statutory right always overrides our store policy:

  1. Our voluntary 30-day return policy — for all customers (Article 2).
  2. Your statutory 14-day right to cancel — for consumers in the EU (Article 3) and the UK (Article 4).
  3. Your statutory guarantee for faulty goods — a separate right (minimum 2 years in the EU) not limited by the timeframes below (Article 6).

Using one route never removes the others.

Article 2 — Our 30-day return policy

You have 30 days after receiving your item to request a return.

Returns are valid within 30 days of purchase. To be eligible, your item must be in the same condition you received it — unworn, unused, with all tags attached and in its original packaging. You will also need the receipt or proof of purchase.

For change-of-mind returns (outside a statutory cancellation), you cover the cost of returning the item and refunds do not include shipping costs. Any discount applied to your original order will be recalculated when the return is processed. Shipping protection, if purchased, is non-refundable.

To start, contact us at contact@thepinkelement.com (see Article 8). Items sent back without first requesting a return will not be accepted.

Article 3 — EU 14-day right of withdrawal

If your order is shipped to a consumer in the European Union, you may cancel your purchase within 14 days, for any reason and without justification, under the EU Consumer Rights Directive (2011/83/EU).

  • When it starts: the day after you (or someone you nominate, other than the carrier) receive the goods; for split deliveries, the day after the last item arrives.
  • How to cancel: email contact@thepinkelement.com with a clear statement, or use the form in Article 9. No reason required.
  • Sending goods back: within 14 days of notifying us. You bear the direct cost of return. Items must be in the condition received; you are liable only for value lost through handling beyond what is needed to inspect the item.
  • Refund: we refund all payments including the original standard delivery cost, within 14 days of being informed. We may withhold it until the goods are returned or you provide proof of postage. No restocking fee applies.

Article 4 — UK 14-day right to cancel

If your order is shipped to a consumer in the United Kingdom, you have an equivalent 14-day cancellation right under the Consumer Contracts Regulations 2013. Timing, notification, return costs and refunds follow Article 3.

Separately, under the Consumer Rights Act 2015, faulty goods carry a 30-day right to reject for a full refund, in addition to repair or replacement (see Article 6).

Article 5 — Country notes (Big Five)

The 14-day cancellation right is harmonised across the EU, but the statutory guarantee for faulty goods and some formalities differ:

  • United Kingdom — Outside the EU: 14-day cancellation + Consumer Rights Act 2015 (30-day right to reject). Longer claim periods (6 years in England, Wales & NI; 5 in Scotland).
  • Germany — 14-day Widerrufsrecht; 2-year legal guarantee (Gewährleistung); strict on providing cancellation info and the model form up front.
  • France — 14-day droit de rétractation; 2-year garantie légale de conformité plus garantie des vices cachés; some legal-guarantee wording is mandatory.
  • Italy — 14-day diritto di recesso; 2-year garanzia legale (Codice del Consumo).
  • Spain — 14-day derecho de desistimiento; 3-year legal guarantee for goods bought since January 2022 (longer than the EU minimum).

This is a summary, not legal advice.

Article 6 — Damaged, defective or wrong items (legal guarantee)

Please inspect your order on arrival and contact us immediately at contact@thepinkelement.com if the item is defective, damaged, or the wrong item, so we can make it right.

EU consumers have a legal guarantee of conformity of at least 2 years (3 years in Spain for purchases from 2022); UK consumers are covered by the Consumer Rights Act 2015 (Article 4). For faulty, damaged or incorrect items you do not pay return shipping, and you are entitled to a repair, replacement or refund as the law provides. No restocking fee applies.

Article 7 — Items that cannot be returned or cancelled

Some items are excluded from the statutory 14-day withdrawal right, including:

  • items made to your specifications or clearly personalised;
  • sealed goods unsuitable for return for health or hygiene reasons, once unsealed;
  • goods that deteriorate or expire quickly;
  • sealed audio, video or software once unsealed.

These exclusions do not affect your rights if an item is faulty (Article 6). We will always flag non-returnable items at checkout.

Article 8 — How to start a return, cancellation or exchange

  1. Email our customer service at contact@thepinkelement.com and include:
    • your name and date of purchase,
    • your order number, and
    • the reason for the return.
  2. Once we receive your request, we will send you an authorization number and instructions on where and how to return the item(s).
  3. For statutory cancellations (Articles 3–4) you may instead simply notify us in your own words or use the form in Article 9 — no reason required.

Items sent back without contacting us first will not be accepted.

Article 9 — Model withdrawal / cancellation form (EU & UK)

Optional — you are not obliged to use this form.

To The Pink Element (contact@thepinkelement.com):

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

  • Ordered on / received on: __________
  • Order number: __________
  • Name of consumer(s): __________
  • Address of consumer(s): __________
  • Signature (paper only): __________
  • Date: __________

Article 10 — Exchanges

To exchange an item, contact contact@thepinkelement.com. Our exchange fee is USD $15 per item exchanged. Exchanges are a voluntary service, separate from your statutory rights — if you prefer, you may cancel and reorder using the withdrawal right in Articles 3–4, where applicable.

Article 11 — Refunds

We notify you once we have received and inspected your return.

  • Voluntary returns: refunded to your original payment method within 10 business days of approval.
  • EU/UK statutory cancellations: refunded within 14 days (we may withhold until goods are returned or proof of postage is provided).

Your bank or card issuer may need extra time to post the refund. If more than 15 business days have passed since approval and you have not received it, contact us at contact@thepinkelement.com.

Contact

Questions about a return, refund or exchange? Email contact@thepinkelement.com any time.

This policy is provided for general information and is not legal advice. Consumer-protection rules differ by country; please have it reviewed for each market you sell into.