Returns, Refunds & Right of Withdrawal
We want you to feel confident when shopping with Kear. This page explains your rights regarding returns, refunds and your statutory right of withdrawal when purchasing through our online store.
Can I return my order?
If you purchased your order online, you generally have the statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. Certain exceptions apply, including cosmetic products supplied with a protective hygiene seal once that seal has been removed after delivery. (Eur-Lex)
Which products can be returned?
You may return products that:
- are eligible under the statutory right of withdrawal;
- remain unused;
- are returned in their original condition together with any accessories, gifts or promotional items included with the order.
Which products cannot be returned?
For health protection and hygiene reasons, cosmetic products supplied with a protective seal cannot be returned once that seal has been removed after delivery, where they are no longer suitable for return. This exception is provided for under applicable consumer protection legislation. (Eur-Lex)
This does not affect your statutory rights if the product is defective, damaged during transport or not the product you ordered.
How do I exercise my Right of Withdrawal?
To exercise your Right of Withdrawal, please notify us within 14 days of receiving your order by:
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completing our online Withdrawal Request Form, or
- contacting us at info@kearlife.com with your order number and a clear statement that you wish to withdraw from your purchase.
Once we receive your request, we will provide instructions for returning your order. (Eur-Lex)
When do I need to send the products back?
After notifying us of your decision to withdraw, you must return the products within 14 days.
The return deadline is met if the parcel is dispatched before the end of that 14-day period. (Eur-Lex)
Who pays the return shipping costs?
Unless we have agreed otherwise, the direct cost of returning the products is the responsibility of the customer. (European Union)
When will I receive my refund?
Once your withdrawal request has been accepted, we will process your refund within the statutory period.
We may withhold the refund until we have received the returned products or until you provide proof that they have been sent back, whichever occurs first. (European Union)
Refunds are issued using the original payment method wherever possible.
What if my product is damaged, defective or incorrect?
If your order arrives damaged, contains the wrong product, or you believe a product is defective, please contact us as soon as possible at info@kearlife.com.
To help us assess the issue quickly, please include:
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your order number,
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a description of the issue,
- photographs of the product and, where applicable, the shipping packaging.
We will review each case individually and, where appropriate, offer a replacement, repair, refund or another suitable remedy in accordance with your statutory consumer rights. (European Union)
Need help?
If you have any questions regarding returns or refunds, we're always happy to help.
