Refund policy

30-day returns

You can return products within 30 days of receiving them, whether an item is faulty or you simply changed your mind. No reason is required. This is longer than the 14-day withdrawal period required by EU law, which you also keep in full.

Condition of returned products

Cosmetics are hygiene products, so returns are accepted for items that are unopened, unused and still sealed in their original packaging. Once the seal or protective packaging of a cosmetic has been broken after delivery, it can no longer be returned for health and hygiene reasons (Article 16(e) of EU Directive 2011/83/EU), unless the product is faulty or damaged.

Faulty, damaged or wrong items

If a product arrives damaged, faulty or is not what you ordered, email hello@pluxena.com within 30 days of delivery with your order number and a photo. We will send a replacement or a full refund, including the original shipping cost, and you will not pay for the return.

How to request a return

  1. Email hello@pluxena.com with your order number and the items you want to return.
  2. We will confirm the return and send you the return address and instructions.
  3. Send the items back within 14 days of our confirmation.

Parcels sent back without a confirmed return request cannot be accepted.

Return address (only after confirmation): Marotino CY LTD, Evripidou 9A, 3031 Limassol, Cyprus.

Return shipping costs

For change-of-mind returns, the cost of sending the items back is paid by the customer. For faulty, damaged or incorrect items, we cover the return.

Refunds

Once we receive and check your return, we will email you to confirm. Approved refunds are issued to your original payment method within 10 business days, covering the product price and, for a full-order withdrawal within 14 days, the original standard shipping cost. Your bank may need a few extra days to show the refund.

Exchanges

The quickest way to get a different product is to return the item you have and place a new order.

Contact

Marotino CY LTD, Evripidou 9A, 3031 Limassol, Cyprus · VAT CY60017620T · hello@pluxena.com