Complaints and returns

1. Scope and definitions

This document defines the rules for submitting and handling complaints as well as accepting returns in a B2B relationship (exclusively for entrepreneurs) within the Platform. The objective is fast and transparent handling of transport, quality and quantity issues while respecting the specificity of the assortment (perfumes) and logistics processes.

2. Transport complaints (DHL)

• Each shipment is insured at least up to the gross value of the invoice/shipment batch.
• Upon receipt of the shipment, the condition of the packaging should be assessed. In case of damage/losses, prepare a damage report with the courier and take photographs (outer packaging, label, filling, damaged products).
• Report damages immediately by e‑mail to: kontakt@beautycareglobal.com (preferably within 24 hours). Hidden damages should be reported within 7 calendar days of delivery.
• Lack of a damage report may hinder or prevent pursuing claims with the carrier.

3. Quality / quantity complaints

• Notifications concerning quantity discrepancies, picking errors or quality defects should be sent to:

4. RMA procedure – step by step

• Step 1: Submit a report by e‑mail with a complete set of data and materials (sections 2–3).
• Step 2: Assignment of an RMA number and further instructions (possible decision regarding return, reshipment, discount or refund).
• Step 3: If return of goods is required – secure them and send to the indicated address (section 7). We do not accept return shipments without an active RMA number.
• Step 4: Verification and decision – we will inform you by e‑mail. In justified cases, we may request additional evidence or an expert opinion.
• Step 5: Settlement (replacement, reshipment, credit note/refund) according to the decision and applicable invoicing rules (section 8).

5. Commercial returns (B2B)

In a B2B relationship, there is no statutory right of withdrawal applicable to consumers. Commercial returns (e.g. incorrect order) are possible only after individual agreement and assignment of an RMA number. The return must be complete, factory‑sealed, in undeteriorated condition and suitable for resale. As a rule, return shipping costs are borne by the Customer unless agreed otherwise.

6. Exclusions and limitations

• Opened/unsealed perfumes and products with damaged packaging integrity are not eligible for return unless the return results from an accepted quality complaint or transport damage.
• Products damaged as a result of improper storage or use on the Customer’s side are not subject to complaint.
• We reserve the right to refuse acceptance of a return if the returned goods arrive without an RMA number, incomplete, dirty, improperly secured, or after the agreed deadline.

7. Packaging and return address

• Use a rigid cardboard box and cushioning; secure bottles against movement.
• Include the RMA number (on a note inside the package and on the label – “comments” field).
• Address (unless otherwise indicated in the RMA confirmation):
  
  Beauty Care Global Sp. z o.o. – Logistics Department (RMA)
  
  ul. Annopol 4, HALA H, 03‑236 Warsaw, Poland

8. Settlements and payment refunds

• We issue invoices only for goods actually shipped. In the case of partial fulfillment – the invoice covers the shipped part.
• If the order was prepaid and ultimately fulfilled partially or items were removed – the overpayment is refunded using the same method (Paynow) or by bank transfer – usually within 3–5 business days after shipment settlement.
• We do not issue credit invoices “for unfulfilled goods” – settlements are made by matching the invoice to the actual shipment and refunding the difference.
• In the case of an accepted complaint, possible settlement forms include: replacement, reshipment of missing items, credit note, partial refund.

9. Deadlines and SLA

• Transport damage report: immediately (preferably 24h); hidden damages – up to 7 calendar days.
• Quality/quantity complaint submission: without undue delay, preferably within 7 days of receipt.
• Initial response: usually within 1–2 business days.
• Full resolution: typically within 5–7 business days (depending on completeness of materials and carrier/insurer procedures).

10. Contact

All notifications and inquiries should be sent to the following address:

11. Document changes

We reserve the right to introduce changes to these rules and to apply individual exceptions agreed with the Customer (e.g. different deadlines or settlement methods). The current version is effective as of the date indicated at the top of the page.

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This document applies to B2B relationships and supplements the B2B Platform Terms and Conditions as well as the Delivery Terms. Matters not regulated herein are governed by the Terms and Conditions.