Effective from: 1 May 2026

1. Seller

The online store fcosme.com is operated by Herb-Pharma s.r.o., náměstí Smiřických 38, 281 63 Kostelec nad Černými lesy, Czech Republic (Company No.: 175 34 909, VAT No.: CZ 175 34 909). Legal relations are governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (Consumer Protection Act).

If the law of the consumer's country provides a higher level of protection, the relevant provisions of that law shall apply.

2. Right of Withdrawal (14-Day Return)

As a consumer, you have the right to withdraw from the purchase contract without giving any reason within 14 days of receiving the goods. This right follows from EU Directive 2011/83/EU and Section 1829 of the Civil Code.

Important: hygiene exception for cosmetic products

We sell cosmetic products that are subject to the hygiene exception under Article 16(e) of Directive 2011/83/EU. The right of withdrawal is lost if the customer:

• unpacked the product from its original packaging,
• broke the protective seal or hygiene protection,
• used the product in any way.

To exercise your right of withdrawal, the product must be in its original, unopened, and undamaged condition including the original packaging.

How to return an item

If you wish to return a product, please contact us first by email at home@herb-pharma.com with the product name and your order number. You have two options for sending the item back:

Option A – send at your own cost

• You may send the item at your own expense directly to our central warehouse: DEXTRUM Fulfillment, a.s., Kirilovova 181, 739 21 Paskov, Czech Republic.
• Please pack the item securely and include your order number.

Option B – simplified return via carrier network

After agreeing by email, we will generate a return code for you to drop off the parcel at a collection point of our contracted carriers – without the need to pay expensive international postage directly at the post office. Since the cost of returning goods within 14 days is borne by you under law, the fee for this service is set at a fixed rate depending on the country you are returning from. This fee covers the cost of the return shipping service and will be automatically deducted from the refunded purchase amount.

Fixed return fees by country zone:

• Zone 1 (fee: €4.50): Slovakia, Czech Republic, Hungary, Poland, Austria, Germany, Belgium, Netherlands, Luxembourg, Denmark, Estonia, Latvia, Lithuania.
• Zone 2 (fee: €5.50): France, Italy, Spain, Portugal, Bulgaria, Romania, Greece, Slovenia.
• Zone 3 (fee: €6.90): Sweden, Croatia.
• Zone 4 (fee: €10.90): Finland, Ireland.

3. Warranty Claims

All products sold are covered by a statutory 24-month warranty from the date of receipt. The warranty covers defects present at the time of receipt or that appear during the warranty period.

The warranty does not cover:

• normal wear and tear from standard use,
• damage caused by improper use or storage,
• damage caused by the customer,
• cosmetic products past their expiry date.

How to submit a warranty claim

If you received a damaged, defective, or incorrect product, please contact us by email at home@herb-pharma.com. Claims must be submitted directly to us – not through the carrier.

Please include in your message:

• your order number,
• a description of the defect,
• a photo of the damaged product or packaging – this will significantly speed up the process.

After reviewing your claim, we will send you our decision and, if the claim is approved, a return label for dropping off the parcel at a collection point of our contracted carriers. Return shipping for approved claims is free of charge. We will process your claim within 30 days of receipt.

4. Damage in Transit

Upon receiving your parcel, we recommend checking the visible condition of the outer packaging. We sell premium cosmetics which may contain fragile components – damage to the outer packaging may result in damage to the contents.

If the outer packaging is visibly damaged at the time of delivery, you have the right to refuse the parcel or ask the courier to record the damage. Damage in transit is grounds for a warranty claim – please follow the procedure in Section 3 above.

5. Refunds

For 14-day returns without giving a reason

Upon receipt and verification of the returned item, we will refund the purchase price including the original shipping fee and any cash-on-delivery surcharge paid at the time of the order, within 14 days of confirming receipt of the goods. The direct costs of returning the item to us are borne by you. If you used Option A, you pay the postage directly to the carrier and we do not reimburse it. If you used Option B (simplified return), the fixed return shipping fee according to your zone (as specified in Section 2) will be automatically deducted from your refund.

For approved warranty claims

Upon approval of your claim, we will refund the full purchase price including the original shipping fee and any cash-on-delivery surcharge, within 14 days of the claim approval. Return shipping costs are covered by us.

Refunds will be made using the same payment method as the original order, unless otherwise agreed.

6. Contact

For all questions regarding returns and warranty claims, please contact us at: home@herb-pharma.com

Herb-Pharma s.r.o. | náměstí Smiřických 38, 281 63 Kostelec nad Černými lesy, Czech Republic | Company No.: 175 34 909