Refund & Returns Policy
Last updated: July 2026
At Sugar Serum, we want you to shop with confidence. This Refund & Returns Policy explains your rights and our return procedures in accordance with applicable EU consumer protection laws.
14-Day Right of Withdrawal
If you are purchasing as a consumer within the European Union, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise your right of withdrawal, please contact us at [email protected] within the 14-day period.
After notifying us, you have another 14 days to return the item.
Return Conditions
To be eligible for a refund, returned items must:
- Be unused and unopened.
- Be in their original packaging.
- Be returned in the same condition in which they were received.
- Include proof of purchase or your order number.
Once your return has been received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 14 days after we receive the returned goods or receive proof that they have been shipped back.
Items That Cannot Be Returned
For hygiene and health protection reasons, the following items cannot be returned once they have been opened or the seal has been broken:
- Contact lenses that have been opened or worn.
- Cosmetics that have been opened.
- Skincare products that have been opened.
- Other sealed health or personal care products once unsealed.
The following items are also non-returnable:
- Gift cards.
- Downloadable digital products.
- Food, beverages, and other perishable goods.
- Magazines and similar printed publications where applicable.
These restrictions do not affect your statutory rights if an item is faulty, damaged, or supplied incorrectly.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery at [email protected].
Where appropriate, we may request photographs of the item before arranging a replacement, repair, or refund.
Pre-Orders
You may cancel a pre-order at any time before it has been dispatched by contacting [email protected].
Once a pre-order has been shipped, the standard EU 14-day right of withdrawal applies unless a legal exception applies (such as opened contact lenses or opened cosmetic products).
Sale Items
Items purchased during a sale or promotion may still be returned under your statutory EU consumer rights unless they fall within one of the legal exceptions listed above.
Return Shipping Costs
Unless the item is faulty, damaged, or incorrectly supplied, you are responsible for the cost of returning your order.
Original shipping charges are only refunded where required by applicable consumer law.
We recommend using a tracked shipping service for returns, as we cannot be responsible for items lost during return transit.
Return Address
Moe Pop Lens
Postbus 51035
3007 GA Rotterdam
Zuid-Holland
The Netherlands
Please do not return items before contacting us for return instructions.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account.
- Contact your payment provider or credit card company.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at [email protected].
Contact
If you have any questions regarding returns or refunds, please contact us:
Email: [email protected]