Return and Refund Policy

At Ostefrin, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a straightforward return and refund process. This Return and Refund Policy should be read together with our Terms & Conditions and Privacy Policy.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• The product must be unused and in the same condition as when you received it
• The product must be in its original packaging with all seals intact
• You must contact us within 14 days of receiving your order
• The return must be initiated within 30 days of the original purchase date

Please note that for hygiene and safety reasons, we cannot accept returns for cosmetic products that have been opened, used, or damaged by the customer — unless the product is defective or was delivered in error.

2. Return Process

To initiate a return, please follow these steps:

1. Contact our customer support team at support@yourbunnytrade.com to request a Return Merchandise Authorization (RMA) number
2. Provide your order number, the product you wish to return, and the reason for the return
3. Wait for our confirmation and return shipping instructions
4. Package the item securely and include the RMA number on the outside of the package
5. Ship the item to the address provided in our return instructions

We recommend using a trackable shipping service for your return. We are not responsible for items lost or damaged in transit.

3. Refund Processing

Once we receive and inspect your returned item, we will process your refund within 5–7 business days. The refund will be issued to your original payment method. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account (typically 3–10 business days).

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless:

• The product was defective or damaged upon arrival
• We sent you the wrong product
• The product was significantly misrepresented in the product description

In these cases, we will reimburse your return shipping costs up to a reasonable amount, subject to prior agreement with our customer support team.

5. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days of delivery. We may request photographic evidence to process your claim. We will arrange for a replacement or a full refund (including shipping costs) at no additional cost to you.

6. Exchanges

If you wish to exchange a product for a different variant, please contact us to check availability. You will be responsible for the shipping costs of the exchanged item unless the exchange is due to our error.

7. Order Cancellations

You may cancel your order before it has been shipped by contacting us immediately at support@yourbunnytrade.com. Once the order has been shipped, you will need to follow the standard return process. If your order has already been paid, the cancellation will be processed as a refund.

8. EU Consumer Rights — 14-Day Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days from the day on which you (or a third party indicated by you, other than the carrier) acquired physical possession of the goods, without giving any reason. This right is granted under the EU Consumer Rights Directive (2011/83/EU) and its national implementations.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g., a letter sent by post or an email to support@yourbunnytrade.com) before the 14-day period expires.

To help you, you may use the standard model withdrawal form below (not mandatory):

Important: Under EU law, the 14-day right of withdrawal does not apply to sealed goods which have been unsealed after delivery and which are not suitable for return due to health protection or hygiene reasons. If the hygiene seal on the cosmetic product has been broken after delivery, the right of withdrawal may be lost.

If you withdraw, we will reimburse all payments received from you, including the costs of delivery (with the exception of supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You must send back the goods without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the 14-day period has expired. You bear the direct cost of returning the goods.

9. Legal Warranty (Statutory Rights)

Nothing in this Return and Refund Policy limits or excludes your statutory legal rights under applicable consumer protection laws, including your rights regarding goods that are not in conformity with the contract. Under EU law, you are entitled to a minimum 2-year legal guarantee from the date of delivery for defective or non-conforming goods. If a defect becomes apparent within the first 12 months, it is presumed to have existed at the time of delivery unless proven otherwise.

10. Out-of-Court Dispute Resolution

If you have a complaint that we cannot resolve directly, you may have the right to use alternative dispute resolution (ADR) or the EU Online Dispute Resolution (ODR) platform. The European Commission's ODR platform is available at: https://ec.europa.eu/consumers/odr/.

Please note that our participation in ADR procedures is voluntary and depends on the applicable national rules.

11. Contact Us

If you have any questions about our Return and Refund Policy, or if you need assistance with a return, please contact us: