Refund policy
Returns and Refunds Policy
Last updated: 31 July 2026
We want you to be completely satisfied with your purchase from RITÚEL. Below, we describe your rights and how to proceed if you wish to return or make a complaint about a product.
Overview
| Situation | Time limit | Terms |
|---|---|---|
| Right of withdrawal (statutory) | 14 days from receipt | Also applies to opened and used products |
| Extended satisfaction guarantee (voluntary) | 60 days from receipt | Also applies to opened and used products |
| Complaints about defects in goods | Up to 3 years | Original defect in the product |
| Damaged or incorrect delivery | Contact us as soon as possible | Preferably within 7 days of receipt |
1. Right of withdrawal — 14 days
You have the right to withdraw from your purchase within 14 days from the day on which you or your representative received the goods, without having to state any reason. If your order contains several goods delivered at different times, the period runs from the day on which you received the last goods.
To exercise your right of withdrawal, you must send a clear notice to info@getrituel.com before the withdrawal period has expired. You may formulate the notice freely or use a standard withdrawal form.
The right of withdrawal applies regardless of whether the product has been opened or used, and regardless of whether the goods were purchased at the regular price, on sale, or with a promotional code.
You must return the goods to us without undue delay after notifying us that you wish to withdraw from the purchase.
2. Extended satisfaction guarantee — 60 days
As a voluntary supplement to the statutory right of withdrawal, we offer a 60-day open purchase period — including for opened and used products.
This is a commitment on our part beyond what the law requires. It does not limit or replace your statutory rights, which always apply in parallel.
3. Returns of cosmetic products
We accept returns of cosmetic products regardless of whether the packaging has been opened or the product has been used, provided that the return is made within the applicable return period.
Accordingly, we have chosen not to apply the hygiene exception that the law allows us to apply. You do not need to have kept the packaging unopened in order to make a return.
4. How to make a return
Contact us before sending anything back. Unfortunately, we cannot accept or refund goods returned without prior contact.
- Email info@getrituel.com and state your order number, which product you wish to return, and the reason for the return.
- We will respond within 24 hours on weekdays with return confirmation and instructions.
- Package the product securely and send it using the return option we specify.
5. Return shipping
We cover the return shipping costs, regardless of the country from which you return the goods. Together with your return confirmation, you will receive a prepaid shipping label or instructions on how to return the goods free of charge.
The same applies when making a claim regarding damaged, defective or incorrect goods - return shipping is always free of charge for you.
6. Customs and import charges upon return
If you have paid import VAT or customs duties to the carrier upon delivery, we are unfortunately unable to refund these - they have been paid to authorities and carriers, not to us. In some cases, you may apply for a refund directly from the customs authority in your country when returning the goods.
In the event of a claim regarding defective goods, we will also reimburse you for such fees upon presentation of a receipt.
If you refuse to accept the package or pay the fees requested by the carrier, the package will be returned to us. This does not count as exercising your right of withdrawal, and a fee of SEK 149 may then be charged in accordance with our Shipping Policy.
7. Damaged, defective or incorrect goods
We inspect every order before it leaves our warehouse, but sometimes things go wrong during transport. Check your delivery upon receipt.
If the goods are damaged, defective or you have received the wrong product:
- Contact us at info@getrituel.com as soon as possible, preferably within 7 days of receipt.
- Attach your order number and photographs showing the problem.
We will remedy the defect promptly by replacement or a full refund, including the original shipping cost. Return shipping is always free of charge when making a claim.
Contacting us later than 7 days does not affect your statutory rights - see section 8.
8. Claims regarding original defects
If you are a consumer domiciled in the EU/EEA, you have the right to make a claim regarding original defects under mandatory consumer protection legislation in your country of domicile.
The following applies to consumers domiciled in Sweden:
You have the right to make a claim regarding original defects for up to 3 years from the date you received the goods. A claim must be made within a reasonable period after you discovered or should have discovered the defect - notification within two months is always considered to have been made in time.
Burden of proof: defects that become apparent within 2 years of delivery are presumed to have existed at the time of delivery, unless proven otherwise or unless the presumption is incompatible with the nature of the goods or the defect. In that case, we must demonstrate that the defect did not exist at the time of delivery.
Remedies for defects: you are primarily entitled to rectification or replacement at no cost. If this is not possible or does not take place within a reasonable time, you are entitled to a price reduction or to rescind the purchase and receive a full refund, including the original shipping cost.
Complaints are handled via info@getrituel.com. Attach the order number and a description of the defect, preferably with photographs.
9. Refunds
Once we have received and inspected your return, we will notify you by email whether the refund has been approved.
We are entitled to wait for the return, or proof that you have sent back the goods, before issuing the refund.
The refund will be issued without undue delay and no later than 14 days from the day we received your return or your proof that the goods were sent back.
Refunds are always made to the same payment method used for the purchase, unless we have agreed otherwise. It may take a few additional days before your bank or card issuer registers the amount in your account.
If more than 14 days have passed since we confirmed your return and you have not seen the money, contact us at info@getrituel.com we will assist you.
10. Exceptions to the right of withdrawal
The right of withdrawal applies to all products we sell, including items purchased on sale or with a promotional code.
The digital user manual accompanying each order is a complimentary bonus and does not affect your right to return the product itself.
11. Applicable law and dispute resolution
These terms and all purchases made through the website are governed by the laws of Hong Kong SAR.
If you are a consumer domiciled within the EU/EEA, this choice of law does not affect the protection you have under mandatory consumer protection legislation in your home country. Such rights cannot be waived to your detriment.
If we cannot resolve the matter together, you as a consumer domiciled in Sweden may contact the National Board for Consumer Disputes (ARN), www.arn.se. We follow the recommendations of the National Board for Consumer Disputes (ARN). If you reside in another country within the EU/EEA, you may contact the corresponding dispute resolution body in your home country.
12. Contact
Questions about this policy, returns or complaints:
Email: info@getrituel.com Telephone:+1(813) 391-7120 Customer service: Monday–Friday, 08:00–20:30 (CET) Response time: within 24 hours on weekdays
LYNVO Limited Room H18, 4/F, Century Industrial Centre, 33–35 Au Pui Wan Street, Fotan, Sha Tin, Hong Kong