Shipping & Returns

Welcome to Pelart Laboratory Benelux. We strive to provide professional skincare solutions with a transparent and reliable delivery and return process. Please review our policies below, which are designed to comply with EU consumer protection laws and Stripe’s payment standards.

1. General Shipping Information

We specialize in the distribution of professional cosmeceuticals and skincare products. All orders placed on our website are for physical products. We do not currently offer digital products or subscription-based services unless explicitly stated during checkout.

2. Shipping Regions

We primarily serve the Benelux region (Belgium, Netherlands, Luxembourg). However, as our distribution center is located in Estonia, we provide shipping services across various EU member states.

  • Specific shipping availability and rates are calculated automatically at the checkout page based on your delivery address.

3. Order Processing & Delivery Times

  • Processing Time: All orders are processed within 1 to 3 business days (excluding weekends and public holidays) after receiving your order confirmation email.
  • Delivery Duration: Once dispatched, delivery typically takes 3 to 7 business days within the EU. Please note that delivery times may vary depending on the destination and the carrier’s schedule.
  • You will receive a notification with tracking information once your order has shipped.

4. Shipping Costs

  • Standard Shipping: Shipping costs are calculated at checkout based on the weight of the order and the destination.
  • Free Shipping: We offer Free Standard Shipping for all orders over €500.

5. Order Cancellation

You may cancel your order at any time before it has been shipped. To cancel an order, please contact us immediately at pelartlabbenelux@gmail.com.

  • If the order has already been dispatched, you will need to follow the Return process outlined below.

6. Returns & Refund Policy

In accordance with EU consumer protection regulations, you have the right to return your purchase within 30 days of receiving the goods.

Eligibility for Returns:

To be eligible for a return, the following conditions must be met:

  • The item must be unused, unopened, and in the same condition that you received it.
  • The product must be in its original packaging with all seals intact.
  • A receipt or proof of purchase is required.

Non-Returnable Items:

Due to hygiene and health protection reasons, we cannot accept returns for skincare products that have been opened, used, or had their protective seals broken, unless the product is defective.

  • Additional non-returnable items include gift cards and items purchased on “Sale” (unless defective).

7. Refunds & Processing

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: The refund will be processed back to your original method of payment (via Stripe).
  • Timeline: Please allow 5 to 10 business days for the refund to appear in your account, depending on your bank or credit card issuer.
  • Shipping Costs for Returns: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.

8. Damaged or Defective Items

If your order arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery. Please provide your order number and photos of the damaged item and packaging. We will arrange for a replacement or a full refund at no additional cost to you.

9. Contact Information

For any questions regarding shipping, returns, or to initiate a return request, please contact our support team:

Support: Available 24/7 via the contact form on our website.

Company Name: Pelart Laboratory (Pelart Lab Benelux)

Address: Tuukri tn 19-202, Kesklinna district, Tallinn, Harju county, 10120, Estonia

Email: pelartlabbenelux@gmail.com

Phone: +32 485 62 65 35