Cancellation policy

You can cancel your Membership plan at any time from your account. On this page you can read what happens when you do, how the minimum term works and what you can return.

How your plan works

A Membership plan delivers your products automatically at the plan price, usually once a month. Each delivery is paid when it is due.
Every plan has a minimum term of 3 deliveries, your first order included. Before you pay, the checkout shows the minimum term and the amount of each delivery, and you confirm the minimum term with a checkbox.
After the minimum term your plan simply continues, delivery by delivery, until you cancel. It does not end by itself.

Changed your mind?

Within 14 days of receiving your first order you can withdraw from your plan without giving a reason (the EU right of withdrawal, article 6 of our Terms & Conditions). Your plan then ends, minimum term included. Send the products back unopened; you can use the withdrawal form on our Shipping & returns page.
Our 30-day money-back guarantee also covers your first order (see Returns and refunds below). It refunds the products you send back; your plan itself continues and the minimum term still applies.

Cancelling within the minimum term

You can cancel straight away; you don't have to wait until the minimum term is over.
Your plan then stays active until the remaining deliveries of the minimum term have been delivered and paid. After the last one it ends by itself, with no further deliveries or payments.
We confirm your cancellation by e-mail with the date your plan ends, and we remind you before the last delivery.
Changed your mind? You can undo the cancellation in your account until that date.

Cancelling after the minimum term

Cancel before your next payment date (shown in your account) and you won't receive or pay for any further deliveries.
A delivery that has already been paid and is being prepared or shipped can no longer be stopped.

How to cancel

Log in to your account.
Go to Subscriptions and open your plan.
Click Cancel and follow the steps on screen.

Can't log in? E-mail [email protected] with your order number and we'll cancel your plan for you.

Pausing or changing instead

Pause your plan for up to 62 days; it restarts on the day you choose. A pause moves your deliveries; the minimum term still counts 3 deliveries.
Change your delivery date, add or remove products and change quantities at any time. At least one product stays in your plan.

Returns and refunds

Your first order: return it through our returns portal within 30 days of receiving it. Unopened products: store credit worth 10% more with a free return label, or your money back minus €6,00 return shipping. Opened products: store credit, minus €6,00 return shipping.
The first 2 renewals after your first order can't be returned or refunded, also not after you cancel.
Later deliveries can be returned within 30 days of receiving them, on the same terms as your first order.
Damaged or wrong product: report it in our returns portal with a photo, whichever delivery it is. You choose a replacement or your money back, at no cost to you.
We never deduct your plan discount from a refund.

Questions? E-mail [email protected], we're happy to help.

Go to my account Start a return