You may request a voluntary change-of-mind return within 30 calendar days after delivery. The item must be unused, complete and in its original packaging, with any original hygiene or tamper-evident seals intact. Please keep labels, accessories and included components together so the returned item can be identified.

The request date is the date you tell us clearly that you want to return the item. Include your order number and identify the products. Our voluntary 30-day policy is additional to legal rights. It does not shorten any statutory period or exclude a remedy available because an item is faulty or misdescribed.

Some sealed personal hygiene goods are unsuitable for a change-of-mind return once unsealed for genuine health protection or hygiene reasons, where applicable law allows that exclusion. Using, washing, contaminating or removing a product’s protective hygiene seal can affect voluntary return eligibility.

Opening an outer delivery carton is not automatically the same as breaking an individual product’s hygiene seal. We assess the actual product and condition rather than treating every opened parcel as ineligible. A hygiene restriction never removes a valid claim about a defect, damage, wrong item or lack of conformity.

If goods arrive damaged, the wrong item is supplied, essential contents are missing or a product is materially different from its description, contact us as soon as reasonably possible. Please stop using an item that appears unsafe. Keep relevant packaging and batch information when available.

Provide the order number, a description and a photograph if it reasonably helps show the issue. We will not require intimate photos or continued use of a problematic item. We will provide the remedy required in the circumstances, which may include replacement, repair where appropriate, a price reduction or refund. Reasonable return costs for a valid seller-fault claim are our responsibility.

Email service@hygivaro.com with your order number, the item or items involved, your reason for returning and whether the packaging or seal has been opened. For a change of mind, a detailed personal explanation is not required. For a product problem, enough information to understand the issue helps us choose the correct process.

We will respond with the relevant return instructions and destination. Our company address is a business contact address and should not be assumed to be the returns warehouse. Contacting us helps prevent misrouted parcels; a legally valid withdrawal notice does not depend on receiving discretionary approval from us.

Protect goods against damage in transit and include enough order identification for us to match the parcel. Do not include full payment details or unrelated personal documents. Use an appropriate delivery service and keep the dispatch receipt or other proof of sending.

For voluntary returns, send the parcel within 14 days after we provide the return instructions, unless a different arrangement is agreed. If a statutory withdrawal right applies, follow the return period set by that law instead. A carrier receipt is useful evidence, and lawful alternatives to a particular tracking format will be considered.

For a voluntary change-of-mind return, you pay the direct return shipping cost unless we agree otherwise. Original delivery charges are not refunded under the voluntary policy, except where required by law. We do not impose a separate restocking fee for an eligible unused and sealed return.

For a faulty, damaged or incorrect item for which we are responsible, we will arrange or reimburse reasonable required return shipping. Do not incur unusual or premium return costs without discussing them with us first where practical. Any lawful reduction for diminished value must reflect the actual circumstances; there is no automatic penalty merely for making a return request.

When a returned item arrives, we check its identity and relevant condition. We will tell you whether a refund is approved and explain any full or partial refusal. We aim to complete the review and issue an approved refund within seven business days after receiving the return, or sooner where law requires.

Refunds normally go to the original payment method. Your provider may need additional time to show the credit after we issue it. We will not replace a refund owed to you with store credit unless you agree. If the original payment route cannot accept a refund, we will work with you on a lawful alternative without asking for a card security code or password.

Where an EEA or UK distance-selling withdrawal right applies, eligible purchases generally carry a 14-day withdrawal period from receipt. Tell us of your decision within the applicable period, then return the goods within the statutory return period. The permitted exception for qualifying hygiene-sealed goods applies only when its legal conditions are met.

For a qualifying statutory withdrawal, refunds include the standard outbound delivery charge as required by law; any extra chosen for a premium service need not be refunded. Statutory refund deadlines apply, including any lawful right to await returned goods or evidence of return. Mandatory guarantees and remedies for nonconforming goods remain available regardless of our voluntary policy.

If an order has not shipped, request cancellation promptly. We will confirm whether it can still be stopped; if it has shipped, the appropriate return or withdrawal process applies. For an exchange, contact us before sending the item so that eligibility, availability and any price difference can be explained.

If a refund has not appeared, check the original payment account and any provider notification, then contact us with the order number. We can confirm the issue date and available reference. We will explain a decision and consider relevant additional evidence. Nothing in this policy prevents you from using a statutory complaint or payment dispute process.

A change of mind, a delivery problem and a product defect are different situations. For a change of mind, the voluntary 30-day request period and unused, sealed condition apply. For damage, an incorrect item or nonconforming goods, we assess the relevant seller responsibility and legal remedy rather than simply applying the voluntary eligibility checklist.

Tell us which situation best describes the issue, but do not worry about choosing the perfect legal term. Explain what you received and what happened. We will consider the substance of your request, including any statutory withdrawal or guarantee right, instead of rejecting a valid claim because you used a general word such as “return”.

For the voluntary policy, the 30-calendar-day period runs from delivery of the item concerned. Weekends are included because this is a calendar-day period. If an order arrives in separate parcels, identify the delivery date for each item you want to return so that the relevant request can be understood correctly.

Keep a copy of the message in which you clearly tell us you want to return an item. A timely request is not made late merely because our reply arrives after the request period. Statutory timing rules may differ for particular delivery arrangements and take priority wherever they give you a mandatory right.

A shipping carton protects a delivery during transport; an individual hygiene seal can protect the product itself. Check the actual packaging before opening an item you may wish to return for a change of mind. An intact individual seal can matter even if the outer parcel has already been opened to identify its contents.

Not every sticker is necessarily a hygiene seal, and not every hygiene product qualifies for a legal unsealing exception. We consider the nature of the item, the purpose of the seal and applicable law. We will not label ordinary shipping packaging as a hygiene seal simply to avoid a return obligation.

Start with the order number, the affected item and the outcome you want. For a change of mind, explain whether the item is unused and sealed. For a defect, describe the problem in ordinary language and include product or batch details when available. A photograph is helpful only where it can reasonably show the issue.

If something cannot be photographed, tell us why and provide another useful description. We do not need intimate photographs, private medical records or repeated use of an item that appears unsafe. A reasonable investigation should be proportionate to the product and problem, and must not become an unnecessary obstacle to a protected remedy.

You can identify the particular eligible items you want to return without automatically cancelling the rest of the purchase. Keep unused items separate from goods you plan to retain. If a set was sold as a complete unit, describe the set and the missing or affected component before separating it for return.

The refund for a partial return reflects the price actually attributable to the returned goods, including any properly applied discount. Delivery-charge treatment depends on the basis of the return and applicable law. We will explain the calculation rather than treat a partial return as permission to add an undisclosed fee.

A lower purchase price does not remove mandatory rights relating to faults or misdescription. Where a known defect was specifically disclosed and validly accepted before purchase, that fact may affect a claim about the disclosed issue; it does not excuse a separate undisclosed fault. Any special voluntary return condition must have been clearly disclosed for the sale.

If an item was bought as a gift, the recipient can describe the product concern and help identify the order. We may need the purchaser’s involvement for a refund or access to payment records. Refunds normally return to the original payment method, so a gift recipient should not assume the refund can be sent to an unrelated account.

Use protective outer packaging that keeps the item dry and prevents movement or damage. Keep eligible original product packaging intact and do not tape directly over information needed to identify the goods if it can reasonably be avoided. Include the order reference inside the parcel without including full payment details.

For a potentially leaking or unsafe item, ask us for appropriate instructions before dispatch. Do not mail a substance or damaged item in a way that breaches carrier safety rules. We will explain whether a physical return is necessary and how a valid claim can proceed; unsafe handling is not a condition of receiving a remedy.

Keep a carrier receipt, tracking record or other reasonable evidence showing when and where the return was sent. Tracking can help locate a delayed parcel, but we will consider lawful alternatives where a particular service or tracking format is unavailable. Follow the correct return destination supplied for your request.

If a return appears lost, tell us promptly and provide the available dispatch evidence. Responsibility depends on the applicable return arrangement, the reason for return and law. Where a statutory refund can lawfully depend on receipt or evidence of sending, the applicable rule governs; we do not require indefinite waiting in every case.

A review checks whether the returned goods match the order and the relevant eligibility conditions. If we believe an item was used, incomplete or unsealed in a way that affects a voluntary return, we will explain the specific concern. The existence of a condition issue is not automatically evidence of misuse by the customer.

You may provide additional information, including whether the condition was present on delivery or resulted from examining a defect. Any refusal or deduction must fit the facts and applicable law. We do not use a general inspection clause to apply an automatic percentage deduction or to avoid a valid faulty-goods remedy.

The refund normally follows the payment route used for the purchase. If a card has expired, been replaced or closed, the issuer may still be able to route the credit, so check with that provider before requesting a different destination. Do not email new full card details to customer support.

When a refund is issued, keep the confirmation and any reference supplied. If the credit does not appear, ask the provider about the transaction status and contact us with the order reference. A bank’s display delay is separate from whether we issued the refund; we can review our records and explain the amount and date.

For a product defect, the appropriate outcome can depend on the item, the severity of the problem, available replacement and the law that applies. We will not assume that every hygiene product can sensibly be repaired, or that a replacement is always the only remedy. You can explain why a proposed outcome would not resolve the issue.

A voluntary goodwill offer does not replace a mandatory legal entitlement unless a lawful settlement is actually agreed. If a concern remains unresolved, tell us which part of the decision you dispute and provide relevant information. Your access to an available consumer complaint, court or payment dispute route is not removed by this policy.