Terms of service

Terms and Conditions

Last updated: 29 April 2026

Welcome to pluxena.com (the "Store", "we", "us", "our"). These Terms and Conditions (the "Terms") govern your access to and use of the Store and any purchase made through it. Please read them carefully — by placing an order, creating an account, or otherwise using the Store, you confirm that you have read, understood, and agreed to these Terms.

We have done our best to write these Terms in plain language. If anything is unclear, write to us at hello@pluxena.com before placing your order.

1. Who we are

The Store is operated by:

Marotino CY LTD Evripidou 9A 3031 Limassol Cyprus VAT: CY60017620T

Contact e-mail for all matters relating to the Store, orders, returns, complaints and these Terms: hello@pluxena.com.

References in these Terms to "Seller" mean Marotino CY LTD.

2. Definitions

  • Customer — any natural person, legal person or organisational unit placing an order through the Store.
  • Consumer — a Customer who is a natural person acting for purposes outside their trade, business, craft or profession, where applicable mandatory consumer law applies.
  • Products — goods offered for sale through the Store.
  • Order — a Customer's offer to purchase one or more Products on the terms shown in the Store and these Terms.
  • Contract — the contract of sale concluded between the Seller and the Customer upon our acceptance of an Order in accordance with Section 4.

3. Eligibility and account

To place an Order you must be at least 18 years old and have full legal capacity to enter into binding contracts in your jurisdiction.

Some functionalities may require an account. You are responsible for keeping your login credentials confidential and for all activity that takes place under your account. Please notify us at hello@pluxena.com if you suspect any unauthorised use.

You agree to provide accurate, current and complete information when placing an Order or registering an account, and to keep that information up to date.

4. Orders and conclusion of the Contract

Product listings on the Store are an invitation to treat and not a binding offer.

The ordering process is as follows:

  1. You add Products to your cart and proceed to checkout.
  2. You provide the required information (delivery, billing, contact, payment method).
  3. You review the summary of your Order, including total price, delivery method and applicable charges.
  4. You confirm the Order by clicking the button marked as creating an obligation to pay (e.g. "Place order", "Buy now", or equivalent).

After you place an Order, we will send you an automatic confirmation that we have received it. This confirmation does not mean the Contract has been concluded.

The Contract is concluded only when we send you a separate message confirming acceptance of the Order and/or that the Order has been dispatched. We reserve the right to refuse or cancel any Order, in particular where:

  • the Product is unavailable,
  • there is an obvious error in the price or description,
  • payment is not received or is reversed,
  • we suspect fraud, abuse, or breach of these Terms,
  • delivery to your location is not possible.

If we cancel a paid Order, we will refund any amount already paid by the same method used for payment.

5. Prices, taxes and currency

Prices shown in the Store are total prices for the Customer. Depending on the delivery destination and the Customer's status, prices may include or exclude VAT, in line with the applicable rules. Any taxes, duties, customs charges or import fees that may apply outside the EU are the Customer's responsibility.

Delivery charges and any cash-on-delivery handling fee are shown separately during checkout before you confirm your Order.

We reserve the right to change prices, run promotions and end them at any time, but such changes will not affect Orders already accepted by us.

6. Payment methods

We accept the following methods of payment, as enabled at checkout:

  • card and other electronic payment methods supported by our payment service provider (Shopify Payments),
  • Cash on Delivery (COD) — where available for the destination country and Order value, payable to the courier upon delivery.

A handling fee may apply to COD Orders and will be displayed at checkout before confirmation.

Payments are processed by third-party payment service providers. We do not store your full card details. You agree to comply with the terms and conditions of any payment service provider you choose.

If a payment fails, is cancelled, or is reversed (including chargebacks without a legitimate reason), we may suspend processing, cancel the Order, withhold delivery, and/or claim damages, including costs of debt collection where permitted.

7. Delivery

We deliver to the countries listed at checkout. The available delivery methods, estimated delivery times and shipping fees are shown during checkout, before you confirm the Order.

Delivery times are estimates only and start running from the moment the Order is dispatched. They do not constitute a binding deadline unless expressly agreed in writing. Delays caused by carriers, customs authorities, weather, strikes, or any other circumstance beyond our reasonable control do not entitle the Customer to cancel the Order or claim damages, except where mandatory consumer law provides otherwise.

If a parcel is returned to us because the Customer did not collect it, provided an incorrect address, or refused delivery without legal grounds, we may charge the Customer for the actual return-shipping costs and re-shipping costs, or deduct them from any refund due.

Risk of loss or damage to the Products passes to the Customer upon delivery. For Consumers, risk passes upon physical possession of the Products by the Consumer or a third party indicated by the Consumer (other than the carrier).

8. Cash on Delivery — special rules

Where COD is selected, the Customer agrees to:

  • have the exact amount ready, in the local currency, at the moment of delivery,
  • accept and pay for the parcel in full at delivery, unless the parcel is visibly damaged in a way that would justify refusal under applicable law.

Refusal to accept a COD parcel without legitimate grounds will be treated as a breach of these Terms. We may charge the Customer for actual shipping and return-shipping costs and may suspend or refuse future COD Orders from the same Customer.

9. Right of withdrawal (Consumers)

If you are a Consumer based in the European Union (or in another jurisdiction granting equivalent rights), you have the right to withdraw from a distance Contract within 14 days of receiving the Products, without giving any reason, except in cases excluded by law.

To exercise the right of withdrawal, send a clear statement to hello@pluxena.com before the deadline, indicating your Order number and the Products you wish to return. You may use the model withdrawal form available below, but it is not mandatory.

You must return the Products to the address we provide in our reply, no later than 14 days after notifying us of the withdrawal. The cost of return shipment is borne by the Consumer, unless we expressly state otherwise.

We will refund all payments received from you, including standard delivery costs (but excluding any extra costs resulting from your choice of a delivery method other than the cheapest standard option offered by us), within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the Products back or until you have supplied evidence of having sent them, whichever occurs first. Refunds are made by the same method of payment used for the original transaction.

You are responsible for any diminished value of the Products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

The right of withdrawal does not apply to, among others:

  • sealed cosmetics, personal-care, hygiene or health-related Products which are not suitable for return for hygienic reasons after their seal has been opened,
  • Products made to the Consumer's specifications or clearly personalised,
  • Products which are liable to deteriorate or expire rapidly,
  • Products which after delivery are inseparably mixed with other items.

Model withdrawal form

To: Marotino CY LTD, Evripidou 9A, 3031 Limassol, Cyprus, hello@pluxena.com I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: …… Ordered on / received on: …… Order number: …… Name of consumer(s): …… Address of consumer(s): …… Date: ……

10. Conformity, complaints and warranty

We are committed to delivering Products that conform to the description on the Store and to the Contract.

If a Product is faulty, damaged on arrival, or not as described, please contact us at hello@pluxena.com as soon as reasonably possible, and in any event within the timeframes required by mandatory law. Please include:

  • your Order number,
  • a description of the issue,
  • photographs of the Product and packaging where relevant.

We will examine the complaint and respond, in line with applicable mandatory consumer law. Where the complaint is justified, we will, at our reasonable discretion and as required by law, offer repair, replacement, price reduction or refund.

Beyond the rights granted to Consumers under mandatory law, we do not offer any additional commercial guarantee. The Seller is not the manufacturer of the Products and shall have no liability beyond what is required by mandatory consumer protection law for Consumers, and shall have no liability beyond what is expressly set out in these Terms for non-Consumers.

For Customers who are not Consumers, statutory warranty for defects (rękojmia or its equivalent) is, to the maximum extent permitted by applicable law, excluded.

11. Product information, use and allergies

Product descriptions, images, ingredient lists and instructions are provided for information purposes and are based on data made available to us. Slight variations in colour, packaging, formulation, fragrance or batch may occur. Such variations do not constitute a defect and do not give rise to any claim, unless they affect the essential characteristics of the Product.

It is the Customer's responsibility to:

  • read the Product label and instructions before use,
  • check ingredients for any potential allergens or contraindications,
  • consult a qualified specialist (e.g. doctor, dermatologist, pharmacist) where appropriate, in particular in case of pregnancy, illness, sensitive skin, or known allergies,
  • store and use the Product in accordance with the manufacturer's instructions.

The Products sold through the Store are not medical devices and are not intended to diagnose, treat, cure or prevent any disease, unless explicitly stated on the official manufacturer's labelling. Statements regarding effects, results or benefits are illustrative and individual results may vary.

To the extent permitted by law, the Seller is not liable for individual reactions, allergies, side-effects, or any consequences of misuse or use contrary to the manufacturer's instructions.

12. Intellectual property

All content available on the Store, including text, graphics, photos, logos, layouts, software and trademarks, is protected by intellectual property rights and belongs to the Seller or its licensors.

You may use the Store solely for your private, non-commercial purposes. Any reproduction, distribution, modification, public display, scraping, crawling, data-mining or commercial use of the content of the Store, in whole or in part, without our prior written consent is prohibited.

Trademarks of Products sold through the Store remain the property of their respective owners and are used only for the purpose of identifying those Products.

13. Acceptable use

When using the Store you agree not to:

  • use the Store in a way that is unlawful, fraudulent or harmful,
  • circumvent or attempt to circumvent the security of the Store,
  • introduce any viruses, malicious code, or perform any action that could damage or overload the Store,
  • use any automated means (bots, scripts, scrapers) to access the Store or extract its content without our written consent,
  • impersonate any person or misrepresent your identity,
  • resell Products purchased through the Store on a commercial basis without our prior written consent.

We may suspend or terminate access for any Customer who breaches these Terms.

14. Limitation of liability

To the maximum extent permitted by applicable law:

  • the Seller's total aggregate liability arising out of or in connection with any Order, the use of the Store, and these Terms shall not exceed the amount actually paid by the Customer for the specific Order giving rise to the claim;
  • the Seller shall not be liable for any indirect, incidental, consequential, special or punitive damages, including loss of profits, loss of business, loss of data, loss of goodwill, or any reputational harm;
  • the Seller shall not be liable for any damage arising from improper use of the Products, use contrary to instructions, individual sensitivities or allergies, or use after the expiry date;
  • the Seller shall not be liable for any failure or delay caused by events beyond its reasonable control (see Section 15).

Nothing in these Terms excludes or limits the Seller's liability for: (a) death or personal injury caused by its negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability which cannot be excluded or limited under mandatory applicable law. The mandatory rights of Consumers are not affected by this Section.

15. Force majeure

The Seller is not liable for any failure or delay in performance caused by events beyond its reasonable control, including but not limited to acts of God, natural disasters, fire, flood, epidemic or pandemic, war, terrorism, riots, civil unrest, government actions, strikes, supply-chain disruption, transportation failures, energy shortages, internet or platform outages, cyber-attacks, or failures of third-party service providers.

16. Third-party services

The Store is operated on the Shopify e-commerce platform and uses Shopify Payments as one of its payment service providers. Shipping is performed by independent carriers selected by us. The use of these third-party services is subject to their own terms and privacy policies. The Seller is not responsible for the acts, omissions or content of third parties.

17. Changes to these Terms

We may update these Terms from time to time, for example to reflect changes in law, our operations, or our offering. The version applicable to your Order is the version published on the Store at the moment you place the Order. We will publish each new version on the Store, with the "Last updated" date.

18. Governing law and jurisdiction

These Terms and any Contract concluded under them are governed by the laws of the Republic of Cyprus, without regard to its conflict-of-law rules and without prejudice to mandatory consumer-protection laws of the country of habitual residence of the Consumer.

Any dispute shall be submitted to the exclusive jurisdiction of the competent courts in Limassol, Cyprus, except where mandatory law grants Consumers the right to bring proceedings before the courts of their country of habitual residence.

Online dispute resolution

Consumers in the EU may use the European Commission's Online Dispute Resolution (ODR) platform, available at https://ec.europa.eu/consumers/odr. Use of the ODR platform is voluntary; we are not obliged to participate in any out-of-court dispute resolution procedure.

19. Severability

If any provision of these Terms is held to be invalid, illegal or unenforceable, the remaining provisions shall remain in full force and effect. The invalid provision shall be replaced by a valid provision that most closely reflects the original commercial intent.

20. Contact

For any questions, complaints, withdrawal notices, or requests relating to these Terms or your Order, please contact us at:

  • E-mail: hello@pluxena.com
  • Postal address: Marotino CY LTD, Evripidou 9A, 3031 Limassol, Cyprus

We aim to respond to all messages within a reasonable time, normally within a few business days.