Refund policy

Last Updated: August 16, 2025

This policy applies to all purchases made via the IslaMaré online store. Please read carefully before making a purchase.

Right of Withdrawal (EU Customers Only)

If you are a customer located in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason, in accordance with Directive 2011/83/EU and §§ 355–356 BGB (German Civil Code).

To Exercise Your Right of Withdrawal

You must:

Notify us in writing within 14 calendar days of delivery.
Return the item in unopened, unused condition with all original packaging, seals, and hygiene protection intact.
Include proof of purchase (e.g., order confirmation or invoice).

To notify us, email:
info@islamare.com
Subject: Withdrawal Request – [Order Number]

You are responsible for the cost of return shipping. We recommend using a trackable shipping method. Items returned without prior notice or outside the 14-day period will not be accepted.

Exceptions – Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

Opened or unsealed skincare, cosmetic, or personal care products (unless faulty)
Used products
Gift cards
Items marked as “final sale” or promotional offers

This exemption is in accordance with Article 16(e) of Directive 2011/83/EU.

If you are unsure whether your item qualifies, please contact us before initiating a return.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery with:

Photos of the item and packaging
A description of the issue

We will review your claim and, if approved, arrange a replacement, store credit, or refund.

Refunds

Once we receive and inspect your return, we will email you to confirm approval or rejection.

If approved:

Refunds are issued to your original payment method
Processing may take up to 10 business days
Your bank or payment provider may require additional time to complete the transaction