Delivery & Returns

Delivery costs and timeframes

The delivery cost depends on the country to which your order is shipped and is always shown during checkout, before payment.

Poland

• DPD courier: PLN 14.90
• Free delivery on orders over PLN 279
• Cash on delivery available via DPD courier

Orders paid for or placed (in the case of cash on delivery) before 12:00 noon are dispatched the next business day. Orders paid for or placed after 12:00 noon are dispatched on the following business day. Delivery by DPD courier within Poland typically takes 1–2 business days from dispatch.

European Union and Switzerland

• DPD / GLS courier: €9.90
• Free delivery on orders over €69

Orders are dispatched within 1–2 business days of payment. Delivery to European Union countries and to Switzerland typically takes 3–6 business days from dispatch, depending on the destination country.

What happens if an order is not paid?

Unpaid orders (applicable to online payments: card, transfer, BLIK, Stripe, PayPal, etc.) are cancelled and not forwarded for fulfilment.

Absence at the delivery address

If you are not present at the address you provided, the courier will leave a notice and make a further delivery attempt in accordance with the relevant courier company’s procedures. If delivery is unsuccessful, the parcel will be returned to us and our Customer Service team will contact you to arrange next steps.

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Returns – right of withdrawal

As a Consumer, you have the right to withdraw from a distance contract without giving any reason, within 14 days of receiving the goods, in accordance with the Polish Consumer Rights Act of 30 May 2014.

⚠ Hygiene exception – cosmetics in opened protective packaging

Pursuant to Article 38(5) of the Polish Consumer Rights Act, the right of withdrawal does not apply to goods delivered in sealed packaging which, once opened, cannot be returned for reasons of health protection or hygiene, if the packaging was opened after delivery. This exception applies in particular to GENÉVRY cosmetics sold in packaging with a protective film, seal, or applicator membrane:

• Quantum C5 Serum,
• Hydrocode A5 Lift (day cream),
• Nocticode R5 (night cream),
• Anti-Age NC5 SPF 50.

If the protective seal on a cosmetic product’s packaging has been broken (opened, torn), the product cannot be returned for safety and hygiene reasons – regardless of whether the cosmetic was actually used. We state this openly: it is a standard applied to the sale of cosmetics across the entire European Union, not a restriction we have introduced unilaterally.

A return remains possible if the product is in its original, unopened, factory-sealed packaging. The Gua Sha accessory, if unused and in its original, unopened packaging, may be returned under the general rules.

How to request a return

To withdraw from the contract, write to us at [email protected], stating your order number and an unambiguous statement of withdrawal. You may use the following template:

“I, [name], hereby give notice that I am withdrawing from the contract of sale of the following goods:

• 

  GENÉVRY Anti-Age NC5 — SPF 50

  €34.90 Add to cart

, order number: [number], order date: [date], date received: [date].”

To meet the deadline, it is sufficient to send your statement before it expires.

Return procedure

1. Goods being returned must be sent back unchanged, in their original, unopened protective packaging, no later than 14 days from the date the statement of withdrawal was submitted.
2. The direct cost of returning the goods (return shipping cost) is borne by the Consumer.
3. We will provide the return address individually once you notify us of your intention to return goods at [email protected].
4. We will refund all payments received from you, including the cost of delivering the goods (up to the amount corresponding to the cheapest standard delivery method offered by us), without undue delay and no later than 14 days from the date we receive your statement of withdrawal.
5. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever occurs first.
6. The refund will be made using the same payment method you used for the purchase, unless you expressly agree to a different method.
7. You are liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
8. We do not accept returns sent cash on delivery.

The right of withdrawal does not apply to a Customer who concluded the contract in connection with their own business activity (as a trader other than a Trader with Consumer Rights).

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Complaints

We only accept complaints by e-mail, at [email protected]. We do not operate an online complaint form – please contact us directly by e-mail.

When you can file a complaint

• the goods arrived damaged in transit,
• the goods have a manufacturing defect,
• the parcel is incomplete or does not match the order placed.

How to file a complaint

Write to [email protected], stating your order number, a description of the issue, and – where possible – photos of the product and packaging. In many cases we assess complaints based on the photos submitted, without requiring the goods to be returned; if the photos are insufficient to assess the defect, we will ask you to send the goods back to the address we provide.

In the event of a discrepancy between the delivery and the order placed, please refuse to accept any products you did not order and notify us at [email protected].

Complaint handling

We handle complaints submitted to [email protected] within 14 days of receipt. We send our decision to the e-mail address provided in the complaint. If we do not respond within this period, the complaint is deemed to have been accepted.

In the event of non-conformity of the goods with the contract, you have the right to demand replacement of the goods, a price reduction, or withdrawal from the contract, in accordance with the provisions of the Polish Consumer Rights Act. We refund the amount due for an accepted complaint within 7 days of the date the complaint is accepted, to the account you specify.

We are not liable for the quality of products if that quality has deteriorated after delivery to the Customer for reasons attributable to the Customer (e.g. improper storage of the cosmetic product).

Out-of-court means of handling complaints

We inform you of the possibility of using out-of-court means of handling complaints, including, after the complaint procedure has ended, submitting an application to initiate mediation or an application for the case to be heard before an amicable court at the competent Provincial Inspectorate of Trade Inspection. Pursuing claims out of court after the complaint procedure has ended is free of charge. You may also lodge a complaint via the EU’s online ODR platform, available at ec.europa.eu/consumers/odr.