Return and Refund Policy
RETURN, REFUND AND CANCELLATION POLICY
1. Order Cancellation and Modification Policy:
We process and ship all orders very quickly. Therefore, we cannot guarantee any modification or cancellation after your order has been placed.
If you would like to modify or cancel your order, contact our customer service as soon as possible by email at contact@my-anea.com with the subject line “Cancel my order” and your full name and order number in the body of the email.
We will do our best to modify or cancel your order if it has not yet been processed at our warehouse.
2. 14-day legal right of withdrawal:
In accordance with Article L. 221-18 of the French Consumer Code, you have a statutory right of withdrawal of 14 calendar days from the day after receiving your order.
To exercise this right, contact us at contact@my-anea.com specifying your order number and your wish to withdraw.
We will refund the amount of your order within a maximum of 14 calendar days following your request, using the original payment method.
Return shipping costs are the customer's responsibility. The product must be returned in its original packaging, unused and unopened, to our warehouse address, which will be provided when your request is processed.
Hygiene exception: in accordance with Article L. 221-28, 5° of the French Consumer Code, intimate hygiene items (underwear) and unsealed cosmetic products sold cannot be returned or refunded once opened by the customer after delivery, including under the legal right of withdrawal.
3. 90-day commercial “Satisfaction or Money-Back” Guarantee:
In addition to your 14-day legal right of withdrawal, we offer a 90-day commercial “satisfaction or money-back” guarantee, applicable only to the product Anea™ – Body Oil. This guarantee is a commercial commitment from Anea: it is in addition to your legal rights and never replaces or limits them.
You have 90 days from receipt of your item to request a return under this guarantee. Your item must be in the condition in which you received it, in its original packaging, and you must provide the receipt or proof of purchase. The eligibility conditions listed below do not apply to this guarantee, which requires use of the product.
Minimum usage period: product with gradual results: Anea™ – Body Oil is a botanical body oil designed to deliver visible results after consistent daily use. Skin renewal takes time, and our 90-day guarantee is intended to give you a genuine opportunity to enjoy the product's full benefits. The following conditions therefore apply:
No refund request under this guarantee will be accepted before the customer has used the product regularly for at least 4 to 6 weeks.
To qualify for a refund under the 90-day guarantee, you must provide:
- Weekly progress photos: at least 4 dated photos (one per week, for at least 4 weeks), clearly showing the area concerned (e.g., upper arms, forearms, décolletage) under identical lighting conditions.
- A brief written summary of your routine: how often you applied the oil, how many pumps per application, and at what time of day.
- A photo of your current bottle showing the remaining product level, to confirm regular daily use over the specified period.
These requirements exist to ensure that each customer gives the product a fair trial before requesting a refund. Our oil is formulated to show initial results between weeks 2 and 4, with more visible improvement from week 6 onward. A refund request after only a few days of use, or without proof of regular application, is not eligible for this guarantee.
Requests that do not include the documents above must first complete the minimum usage period before being resubmitted.
Mandatory photo evidence before any refund request:
To ensure fair processing and protect both our customers and our brand from fraudulent requests, no refund request under this guarantee will be accepted or processed without first sending clear photos to our customer service at contact@my-anea.com.
For any withdrawal request made within 14 days of receipt, these conditions (usage period, photos, summary) do not apply: only the procedure in point 2 applies.
Eligibility requirements
To qualify for a return or refund, the items must be:
- New, unworn (except for trying on), unwashed, and undamaged
- With the original labels and packaging intact
- Accompanied by proof of purchase
Exceptions for hygiene reasons
In accordance with Article L. 221-28, 5° of the French Consumer Code, the intimate hygiene products (briefs) sold cannot be returned or refunded once opened by the customer after delivery, including under the statutory right of withdrawal.
Procedure
To submit a request:
- Contact us by email at contact@my-anea.com specifying your order number and the reason for your request.
- We will then send you detailed instructions regarding the procedure to follow.
Damage and issues
Inspect your order upon receipt. If you receive a damaged item, take photos immediately and contact us at contact@my-anea.com.
We will guide you through the exchange or refund process, as applicable.
Package not received
If your order is marked as “delivered” but you have not received it:
- Check with your neighbors or caretaker, as the package may have been delivered to them.
- Check the delivery notice or the detailed tracking information provided by the carrier.
- If you still have not found your parcel, contact our customer service at contact@my-anea.com : our team will personally assist you in resolving the situation.
Exchanges
We replace any defective or damaged item (subject to the eligibility requirements).
Under our commercial policy, the first exchange per customer is entirely free: all costs are covered by us, with no additional cost to you. Under our exchange policy, the customer keeps the original item and receives a new shipment at our expense.
As this exchange is a goodwill gesture and not a new sales contract, no additional right of withdrawal applies to the exchanged item. Orders that have undergone an exchange are therefore not eligible for a refund or an additional exchange. Once the exchange has been processed and shipped, no no refund or exchange request can be accepted for the order concerned.
For any request, contact us at contact@my-anea.com specifying your order number as well as the desired item or size.
The exchange must be requested within 14 calendar days of receiving your order, in accordance with Article L. 221-18 of the French Consumer Code. After this period, no exchange request can be accepted.
Partial returns
You may submit a partial request if you ordered several items, provided that the items concerned meet the eligibility requirements mentioned above.
Refunds
In accordance with Article L. 221-18 of the French Consumer Code, you have a statutory right of withdrawal of 14 calendar days from the day after receiving your order.
To exercise this right, contact us at contact@my-anea.com specifying your order number and your wish to withdraw.
Return shipping costs are the customer's responsibility. The product must be returned in its original packaging, unused and unopened, to our warehouse address, which will be provided when your request is processed.
Hygiene exception: in accordance with Article L. 221-28, 5° of the French Consumer Code, the intimate hygiene items (underwear) sold cannot be returned or refunded once opened by the customer after delivery, including under the statutory right of withdrawal.
Gift cards are non-refundable.
Late or missing refunds
If your refund is taking longer to appear, first check your bank account, then contact your bank (a processing time of 7 to 14 business days is usual).
If after these checks you still have not received your refund, contact us at contact@my-anea.com.