Returns & Refunds

This Returns & Refunds Policy sets out the terms under which Customers may request the return, replacement or refund of products purchased from www.s4tiva.dk (“the Website”). By placing an order with S4TIVA, operated by Cosmetican ApS, the Customer acknowledges and accepts the conditions described in this Policy. These terms are to be read in conjunction with our Terms & Conditions and Shipping & Delivery Policy, all of which collectively govern the contractual relationship between the Customer and S4TIVA.

General Principles of Returns

S4TIVA aims to ensure that Customers are satisfied with their purchases and therefore offers return rights in accordance with applicable Danish and EU consumer protection laws, supplemented by our own 30-day satisfaction guarantee. A return request may be submitted when the Customer is not satisfied with the product, when the product arrives damaged or defective, or when an incorrect item has been supplied. All returns are subject to evaluation and must be handled through direct communication with S4TIVA customer support. The Customer is responsible for ensuring that all necessary information is provided when submitting a return request.

30-Day Satisfaction Guarantee

S4TIVA offers a voluntary 30-day satisfaction guarantee in addition to statutory rights. Under this guarantee, Customers may request a return within thirty days of receiving their order, even if the product has been opened and used to a reasonable extent. This guarantee is intended to allow Customers to experience the product and determine whether it meets their expectations. However, excessive use, misuse or obvious damage that exceeds normal trial usage may limit or invalidate eligibility for refund. S4TIVA reserves the right to assess each return under this guarantee individually.

Condition of Returned Products

Products must be returned in a condition that allows S4TIVA to evaluate their state and verify the legitimacy of the claim. Where applicable, products should be returned with original packaging, components, labels and protective elements. Minor wear caused by normal opening or testing will not automatically disqualify a return, provided it is consistent with expected handling. Products that have been deliberately altered, damaged, contaminated, misused or mishandled may be deemed ineligible for return or refund. S4TIVA is entitled to refuse returns where the condition of the product prevents safe inspection or resale where resale would otherwise be lawful.

Incorrect, Missing or Damaged Items

If an order arrives with missing items, incorrect products or goods damaged during transport, the Customer must notify S4TIVA within a reasonable time after receipt. Notification should include a description of the issue and, where required, photographic evidence of the damaged packaging or product. S4TIVA may request the return of the affected item for inspection before authorising a replacement or refund. If the product is confirmed to be defective or incorrectly supplied, S4TIVA will replace it without additional cost or, if replacement is not possible, issue a refund.

Procedure for Submitting a Return Request

To initiate a return, the Customer must contact S4TIVA customer support via email at info@cosmetican.dk with the order number and a clear description of the reason for the return. S4TIVA will respond with instructions on how to proceed, including the return address and any specific requirements applicable to the situation. Products must not be returned before receiving confirmation from S4TIVA. Returns sent without prior communication or without reference to an authorised return request may be delayed or refused.

Return Shipping and Costs

Unless otherwise required by mandatory consumer rights, the Customer is responsible for the cost of return shipping. S4TIVA may cover return shipping costs when the return is due to an error on our part, such as incorrect, defective or damaged products. When the Customer chooses to return a product under the 30-day satisfaction guarantee, return shipping remains the Customer’s responsibility. S4TIVA is not liable for parcels lost during return shipment and recommends that Customers use a trackable delivery method. Refund requests cannot be processed until the returned goods have been received and verified by S4TIVA.

Refund Processing

Once a returned product has been received and inspected, S4TIVA will notify the Customer of the approval or rejection of the refund. Approved refunds will be issued to the original method of payment unless an alternative arrangement has been mutually agreed. Processing times may vary depending on the Customer’s payment provider; S4TIVA has no control over external banking timelines. Shipping costs paid at the time of purchase are generally non-refundable unless the return is due to S4TIVA’s error or mandatory consumer law requires otherwise.

Non-Returnable or Restricted Items

Certain items may not be eligible for return due to hygiene, safety or regulatory restrictions. Cosmetic products that have been excessively used, significantly altered or intentionally damaged fall into this category. Additionally, promotional items, free gifts and limited-edition goods provided as part of a campaign may be excluded from refund unless faulty. S4TIVA reserves the right to define and update the categories of non-returnable items in compliance with Danish and EU regulations, provided such limitations do not infringe upon statutory consumer rights.

Returns of Undeliverable or Unclaimed Parcels

If a parcel is returned to S4TIVA due to an incorrect address, unsuccessful delivery attempts or failure by the Customer to collect the parcel from a designated pickup point, the Customer may request re-delivery upon payment of additional shipping charges. Alternatively, the Customer may request a refund; however, original shipping fees will not be refunded unless required by law. S4TIVA cannot assume responsibility for delays resulting from Customer error in providing delivery information.

Warranty Rights Under Consumer Law

Nothing in this Policy affects the Customer’s statutory rights under Danish or EU consumer protection laws. Cosmetic products supplied by S4TIVA must conform to their description and be of satisfactory quality. If a product is found to be defective within the applicable warranty period prescribed by law, the Customer may be entitled to remedies including repair, replacement or refund. Such remedies apply independently of S4TIVA’s voluntary 30-day satisfaction guarantee.

Refunds After Policy Amendments

S4TIVA reserves the right to amend this Returns & Refunds Policy at any time. Amendments will apply to purchases made after the date of publication and will not affect rights related to orders placed prior to such amendments. The Customer is encouraged to review this Policy periodically. Continued use of the Website following publication of updates constitutes acceptance of the revised terms.

Contact Information

For all inquiries regarding returns, refunds or product concerns, Customers may contact:
Cosmetican ApS
Refsnaesgade 46
2200 Copenhagen N., Denmark
Email: info@s4tiva.dk
Phone: +45 22 66 98 94