Refund policy

Return & Refund Policy (EU) 

This policy applies to purchases made at allube.store (the “Store”).

1) Trader details
Seller (trader): Men e-commerce EOOD
Country of establishment: Bulgaria
Return address: Sofia, Okolovrasten pat 87 blvd, Bulgaria
Email: office@allube.store

2) Voluntary returns (15 days)
We offer a 15‑day voluntary return window from the day you receive your item (this is in addition to, and does not limit, your statutory EU rights described below).

For voluntary returns, items must be unused, in original packaging, and in resalable condition, with all components included.

3) EU right of withdrawal (14 days)
If you are an EU consumer, you have the legal right to withdraw (cancel) your purchase within 14 days from the day you (or a person you nominate) receives the goods, without giving any reason.
To exercise the right of withdrawal, you must inform us of your decision within those 14 days (e.g., by email to office@allube.store).
After you notify us, you must send the goods back without undue delay and in any event within 14 days from the day you communicated your withdrawal.

4) How to start a return
Email office@allube.store with your order number and the item(s) you want to return, and tell us whether you are using the EU right of withdrawal or our 15‑day voluntary return policy.
We will reply with return instructions. Items sent back without contacting us first may be refused.

5) Return shipping (paid by customer)
For returns (including EU withdrawal), you pay the direct cost of returning the goods, provided you were informed of this obligation before the purchase/return process.
If the item is defective, damaged, or incorrect, contact us and we will propose an appropriate solution (e.g., replacement/refund and, where applicable, covering return shipping).

6) Refunds
For EU withdrawals, we reimburse all payments received for the returned goods and (where applicable) the cost of standard outbound delivery (if you chose a more expensive delivery option, we reimburse only the standard rate).
We will issue the reimbursement within 14 days from the day we are informed of your decision to withdraw.
We may withhold reimbursement until we have received the goods back or you provide evidence that you have sent the goods back, whichever is earlier.
Refunds are made using the same means of payment you used for the initial transaction, unless expressly agreed otherwise.
For voluntary returns, once we receive and inspect the return, we’ll confirm approval and process the refund to the original payment method (payment providers may take additional time to post it).

7) Diminished value (handling beyond inspection)
If you handled the goods beyond what is necessary to establish their nature, characteristics, and functioning, we may reduce your refund to reflect the diminished value (as permitted under EU rules).

8) Non-returnable items (hygiene / sealed goods)
We do not accept returns (including withdrawal) for sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery (this may include sealed intimate/personal care products such as massage gels and similar items once opened, and other sealed intimate products once unsealed).
We also do not accept returns for gift cards, and for clearly personalized/custom-made goods where applicable.

9) Damaged, defective, or wrong item
Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, or if you received the wrong item, so we can make it right.

10) Model withdrawal form (EU)
(Complete and send only if you wish to withdraw)

To: Allube Cosmetics, Sofia, Okolovrasten pat 87 blvd, Bulgaria, office@allube.store
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [Order number / goods]
Ordered on: [date] / Received on: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature (only if submitted on paper):
Date:

11) Dispute resolution (EU)
The European Commission’s Online Dispute Resolution (ODR) platform was discontinued as of 20 July 2025.
Consumers can find a list of consumer dispute resolution bodies here: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies