Refund policy
Returns, Withdrawal & Refunds
Last updated: 4 October 2026
This policy applies to purchases made by consumers on soivane.com. Nothing in this policy limits your mandatory rights under EU and Czech consumer law.
1. Your right of withdrawal (14 days)
If you are a consumer, you may withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party indicated by you, other than the carrier) take physical possession of the goods. If your order is delivered in several parcels, the period runs from receipt of the last parcel.
To exercise this right, send us a clear statement of your decision (for example by email to soivane@email.cz) before the period expires. You may use the model withdrawal form below, but it is not obligatory.
2. Important exception: opened cosmetics (hygiene)
The right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons and that have been unsealed after delivery (Article 16(e) of Directive 2011/83/EU; § 1837(g) of the Czech Civil Code).
Our products are cosmetics applied to the skin, lips and eyes. Once a product's hygiene seal (such as a seal sticker, shrink film or tamper-evident closure) has been broken or removed, the product can no longer be returned under the right of withdrawal. Products whose hygiene seal is intact can be returned. Please keep the product sealed if you think you might want to return it.
This exception does not affect your rights if a product is faulty, damaged or not as described (see sections 5 and 6).
3. How to return an item
- Return unopened, sealed products within 14 days of sending us your withdrawal notice, to: Vasyl Ivanyš – Soivane, Nový Malín 39, 788 03 Nový Malín, Czech Republic. Please do not send returns to our manufacturing partner.
- You bear the direct cost of returning the goods. We recommend a tracked service; you are responsible for the parcel until it reaches us.
- You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
4. Refunds after withdrawal
We will refund all payments received from you, including the cost of standard delivery (but not any extra cost if you chose a delivery method more expensive than our least expensive standard delivery), without undue delay and no later than 14 days from the day we receive your withdrawal notice. We use the same means of payment you used for the original transaction unless you expressly agree otherwise; you will not incur any fees for the refund. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
5. Damaged, faulty or wrong items
If your order arrives damaged, faulty, incomplete or is not what you ordered, please contact us at soivane@email.cz within 14 days of delivery, with your order number and a photo of the product, its packaging and the shipping label. We will send a replacement or a full refund (including delivery costs) at no cost to you. We may ask you to return the item; if so, we cover the return cost. Reporting within 14 days helps us resolve the issue quickly; it does not shorten your statutory rights under section 6.
6. Legal guarantee (2 years)
All products are covered by the statutory legal guarantee of conformity of 24 months from delivery under EU and Czech law (§ 2161 et seq. of the Czech Civil Code). If a product is not in conformity with the contract (for example it is defective or not as described), you are entitled to have it brought into conformity (replacement), or to a price reduction or refund under the conditions set out by law. Please contact us at soivane@email.cz. Normal using-up of a product, damage caused by improper storage or use, or use beyond the period-after-opening or expiry date indicated on the packaging is not a lack of conformity.
7. Out-of-court dispute resolution
If you are a consumer and we cannot resolve a complaint together, you may contact the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI), Štěpánská 567/15, 120 00 Praha 2, coi.gov.cz/informace-o-adr, which is competent for out-of-court resolution of consumer disputes. Consumers in other EU countries may also contact the European Consumer Centre in their country.
8. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Vasyl Ivanyš, Nový Malín 39, 788 03 Nový Malín, Czech Republic, soivane@email.cz
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):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Contact
Seller: Vasyl Ivanyš, a sole trader (fyzická osoba podnikající, “živnostník”) registered in the Czech Republic
Company ID (IČO): 23221381
VAT: The seller is not a VAT payer.
Registered address: Nový Malín 39, 788 03 Nový Malín, Czech Republic
Email: soivane@email.cz
Entered in the Trade Licensing Register (živnostenský rejstřík) kept by Městský úřad Šumperk (municipal trade licensing office).
Trading name: Soivane · Website: soivane.com