Refund policy

RETURN CONDITIONS

Due to health and hygiene regulations for skincare and personal care products:

  • Unopened products: Full refund available within 14 days
  • Opened products: Returns accepted only if the product is defective, damaged, or not as described
  • Sealed items: Must have original seal intact for hygiene reasons
  • Baby care products: Unopened only, due to safety and hygiene standards

Products must be in original packaging with all labels and documentation included.

NON-RETURNABLE ITEMS

The following cannot be returned for hygiene and safety reasons:

  • Opened skincare products (serums, moisturizers, oils, creams)
  • Opened haircare products (shampoos, conditioners)
  • Opened sunscreen products
  • Sale or clearance items marked "final sale"
  • Gift cards or digital products

DEFECTIVE OR DAMAGED PRODUCTS

If you receive a defective, damaged, or incorrect product:

  • Contact us within 7 days of delivery at info@thepm.be
  • Provide photos of the product and packaging
  • We will arrange a replacement or full refund, including return shipping costs
  • No need to return the defective product unless requested

REFUND PROCESS

  1. Request a return: Email info@thepm.be with your order number and reason for return
  2. Receive authorization: We'll send return instructions within 2 business days
  3. Ship the product: Use tracked shipping (you cover return shipping costs for change-of-mind returns)
  4. Refund issued: Within 5-10 business days after we receive and inspect the returned item
  5. Payment method: Refund to your original payment method

RETURN SHIPPING COSTS

  • Change of mind: Customer pays return shipping
  • Defective/incorrect items: We cover return shipping costs
  • EU returns: We recommend tracked shipping services
  • International returns: Contact us for return instructions and potential shipping credits

EXCHANGES

We do not offer direct exchanges. If you'd like a different product, please:

  1. Return the original item for a refund
  2. Place a new order for the desired product

This ensures faster processing and prevents stock issues.

DAMAGED IN TRANSIT

If your order arrives damaged:

  • Refuse delivery or note damage on delivery receipt
  • Contact us immediately with photos
  • We will reship or refund at no cost to you

LATE OR MISSING REFUNDS

If you haven't received your refund within 10 business days:

  1. Check your bank account again
  2. Contact your credit card company (processing may take time)
  3. Contact your bank
  4. If still unresolved, email us at info@thepm.be

CONTACT FOR RETURNS

Email: [your contact email]
Subject line: "Return Request - Order #[your order number]"

We aim to respond within 3 business days.

Last updated: 23 January 2026