RETURNS & COMPLAINTS

Lovmost aims to provide high-quality eyelash extension & beauty products together with a reliable shopping experience. If you wish to return a product or have noticed a defect, please review the information below & complete the return form available on our website.

1. Right of Return

Consumers have the right to return goods purchased from our online store within 14 days of receiving the goods, unless a statutory exception to the right of return applies.

After submitting the return request, the goods must be returned to Careria OÜ within 14 days in accordance with the return instructions provided by us.

2. Condition of Returned Goods

Customers may open the product packaging & inspect the product to the extent necessary to assess its nature, characteristics & condition.

Returned goods must be in as close to their original condition as possible. Neither the product nor its retail packaging may be unnecessarily damaged, soiled, contaminated or otherwise deteriorated.

If a product has been used or handled beyond what is necessary for inspection & its value has decreased as a result, Careria OÜ has the right to reduce the refund in proportion to the diminished value.

3. Eyelash Extensions, Adhesives & Hygiene-Sensitive Products

Lovmost’s product range includes eyelash extensions, lash adhesives, gel eye patches, tweezers, brushes, applicators & other eyelash extension products & accessories.

Customers may inspect the product to verify that:

• the correct product or variation has been received;
• the product corresponds to the order;
• the product or packaging has been damaged during transport;
• the product is leaking;
• the packaging is broken or damaged;
• the product has another visible defect.

Products should not be tested or used in a way that prevents them from being safely resold or means that their original hygienic condition can no longer be guaranteed.

Depending on the product, this may include:

• using eyelash extensions from a lash tray;
• applying a product to the eyelashes, eye area or skin;
• opening, dispensing or using lash adhesive;
• using gel eye patches;
• using disposable brushes, applicators or similar accessories;
• using professional tools during a treatment.

Certain products may be supplied in sealed packaging for health protection or hygiene reasons. If such a product is not suitable for return after opening, the right of return may no longer apply once the seal has been broken.

Simply opening the shipping package or ordinary retail packaging does not automatically result in the loss of the right of return.

Each return is assessed according to the specific product, its condition, packaging & whether it has been used.

4. Returning Goods & Return Costs

When exercising the 14-day right of return, the customer bears the direct cost of returning the goods, unless otherwise agreed.

If the product arrived damaged, is defective, does not correspond to the order or otherwise fails to conform to the contract for a reason for which Careria OÜ is responsible, the situation will be assessed separately & reasonable return costs will be covered where applicable.

Goods must be returned according to the instructions provided by Careria OÜ & packaged carefully to prevent damage during transport.

5. Refunds

For a valid return, payments received from the consumer will be refunded in accordance with applicable law, no later than 14 days after receiving the return request.

Careria OÜ may withhold the refund until the returned goods have been received or until the customer has provided proof that the goods have been sent back.

Refunds are generally made using the same payment method used for the original purchase, unless otherwise agreed.

If the value of the returned goods has decreased due to handling or use beyond what was necessary for inspection, the refund may be reduced accordingly.

6. Exceptions to the Right of Return

The 14-day right of return does not apply in cases provided for by law.

This may include sealed goods that are not suitable for return due to health protection or hygiene reasons if the seal has been broken after delivery.

Whether an exception applies depends on the nature, packaging & condition of the specific product.

These restrictions do not affect the customer’s right to submit a complaint if the product was defective, damaged or did not correspond to the order when received.

7. Defective Products & Complaints

If a product is defective, damaged or does not correspond to the order, please notify Careria OÜ as soon as possible & complete the return or complaint form available on our website.

Where possible, please provide:

• the order number or other proof of purchase;
• the product name;
• a detailed description of the issue;
• photos or a video showing the defect.

For products such as lash adhesives, we may also request relevant information about storage, opening & use in order to assess the possible cause of the issue.

Careria OÜ may request additional information or ask for the product to be returned for inspection.

8. Right to Submit a Complaint

Consumers have the right to submit a complaint regarding defective goods for two years from the date the goods were received, in accordance with applicable law.

Careria OÜ is not responsible for defects or damage resulting from:

• incorrect or unintended use;
• failure to follow instructions for use;
• improper storage;
• failure to follow product-specific storage requirements;
• contamination or deterioration caused after opening;
• external or mechanical damage;
• improper cleaning or handling;
• normal wear & tear.

All complaints are assessed individually.

Written complaints will be answered within the period prescribed by law, generally no later than 15 days. If additional inspection or assessment is required, we will inform the customer accordingly.

9. Contact Details

For questions regarding returns or complaints, please contact:

Lovmost
Legal entity: Careria OÜ
Email: info@careria.ee
Website: www.lovmost.com

For a return or complaint, please first complete the return form available on our website so that we can review the situation & provide the appropriate next steps.