Returns & Refunds
At Carna Online Store, returns and refunds are handled in accordance with applicable Dutch and European Union consumer protection laws.
14-Day Right of Withdrawal
For eligible online purchases, consumers generally have the right to withdraw from the purchase within 14 days after receiving the goods, without providing a reason.
The customer must notify Carna Online Store within this 14-day period. After notifying us of the withdrawal, eligible goods must be returned within 14 days.
Sealed Cosmetics, PMU Pigments & Hygiene-Sensitive Products
For health and hygiene protection, certain products are supplied in sealed packaging.
This includes, where applicable:
- Cosmetics and skincare products
- PMU pigments
- PMU cartridges and sterile needles
- Other sealed PMU consumables or hygiene-sensitive products
For these products, the statutory right of withdrawal applies only while the original hygiene or protective seal remains intact.
Once the seal or sterile packaging has been opened or broken, the product cannot be returned under the statutory right of withdrawal where the product is no longer suitable for return for health or hygiene reasons.
Customers are therefore advised not to open or break the seal of a product if they intend to return it. Dutch consumer rules require the customer to be informed of this restriction before purchase and the product must actually be supplied sealed.
Other PMU Products, Devices & Accessories
PMU machines, reusable tools, accessories and other products that are not covered by the sealed hygiene exception remain subject to the applicable statutory withdrawal rules.
If a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics and functioning, any resulting reduction in value may be deducted from the refund where permitted by law.
Damaged, Defective or Incorrect Products
The hygiene-seal restriction does not affect your statutory rights if a product is defective, damaged, incorrectly supplied or otherwise does not conform to the purchase agreement.
If there is an issue with your order, please contact us and provide your order number together with clear photographs or other relevant information where appropriate.
Return Shipping Costs
For a standard withdrawal where the product is not defective or incorrectly supplied, the customer is responsible for the direct return shipping costs, unless otherwise agreed.
We recommend using a tracked shipping service and retaining proof of shipment until your return has been processed.
Refunds
Eligible refunds are processed in accordance with applicable law.
For a full withdrawal of an eligible order, the standard original delivery cost is also refunded. Additional costs resulting from a more expensive delivery method selected by the customer do not have to be refunded.
Refunds are normally made using the same payment method used for the original transaction.
Carna Online Store may wait to process the refund until the returned goods have been received or until proof of return shipment has been provided.
Return Instructions
Please do not return goods before contacting us.
Carna Online Store will provide the applicable return instructions and return address after reviewing the return request on info@carnamed.com
Carna Online Store
Operated by Carna Medical B.V.
Amsterdam, The Netherlands