Refund policy
Returns & Refund Policy
14-Day Return Policy
You have 14 days from the date you receive your order to request an eligible return.
Due to the intimate and personal nature of our products, we maintain strict hygiene and safety standards.
To be eligible for a return, the product must be:
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Completely unused and unopened
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In the exact same condition in which it was received
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Inside its original packaging
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With all protective seals, hygiene seals, films, accessories and packaging fully intact
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Accompanied by your receipt or proof of purchase
Important Hygiene Notice
For health, hygiene and safety reasons, intimate products that have been unsealed or opened after delivery cannot be returned where the applicable hygiene exception applies.
Once the hygiene seal or protective packaging has been broken, removed or opened, we cannot accept the product back for a change-of-mind return.
Please inspect the exterior of your package carefully before opening the sealed product.
How to Request a Return
Before returning any item, you must contact us at bluma@use.startmail.com within 14 days of receiving your order.
Please include your order number and the reason for your return.
Do not send your product back without contacting us first. Returns sent without prior authorization may not be accepted.
Once your return request has been reviewed and approved, we will provide you with the return instructions and return address.
Return Shipping Costs
For eligible change-of-mind returns, the customer is responsible for all return shipping and packaging costs.
We strongly recommend using a tracked shipping service. We cannot be responsible for returned packages that are lost or damaged while being shipped back to us.
If an item is confirmed to be defective, damaged on arrival or incorrect, your statutory consumer rights remain unaffected.
Damaged, Defective or Incorrect Items
Please inspect your order when you receive it.
If your product arrives damaged, defective, or you receive the wrong item, contact us as soon as possible at bluma@use.startmail.com with your order number and appropriate evidence of the issue so that we can evaluate the case and provide an appropriate solution.
Non-Returnable Intimate Products
Because our products are designed for intimate personal use, hygiene is extremely important to us and our customers.
Where permitted by applicable law, we cannot accept change-of-mind returns of intimate products once their hygiene seal or protective packaging has been opened, broken or removed.
This policy helps ensure that every customer receives a hygienic product that has not previously been opened or used.
Refunds
Once we receive your eligible return, we will inspect the product and its packaging.
If the return meets the conditions above, we will notify you once the refund has been approved.
Approved refunds will be issued to your original payment method. Please allow additional processing time for your bank or payment provider to credit the funds to your account.
Products that are returned opened, used, unsealed, incomplete, damaged by the customer, or without their original packaging may not qualify for a change-of-mind refund, subject to applicable consumer law.
European Union Right of Withdrawal
If your order is covered by European Union consumer law, you generally have 14 days after receiving the goods to exercise your right of withdrawal without providing a reason.
However, this right is subject to applicable legal exceptions, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
For eligible withdrawals, the customer is responsible for the direct cost of returning the goods where they have been informed of this obligation before purchase.
Nothing in this policy limits any mandatory consumer rights that apply to defective, damaged or incorrectly supplied goods.
Contact Us
For any questions regarding returns or refunds, please contact: