Refund policy

Our 30-day promise

If the colour isn't right for you, write to us within 30 days of delivery and we will refund you in full. You do not need to send the pot back — it is a cosmetic applied to the lips, and we cannot resell a returned pot for hygiene reasons.

To request a refund, email us at contact@akkerfassi.com with your order number. Refunds are issued to your original payment method within 14 days of us accepting your request.

Your statutory right of withdrawal

This is separate from, and additional to, your legal rights.

If you are a consumer in the European Union or the United Kingdom, you have 14 days from the day you receive your order to withdraw from the purchase without giving any reason.

Please note: under Article L221-28 of the French Consumer Code and equivalent EU provisions, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed. If you have opened and used your pot, the statutory right of withdrawal no longer applies — but our own 30-day promise above still does.

To exercise your right of withdrawal, notify us by email before the 14-day period expires. Unopened items must be returned within 14 days of that notification. Return shipping costs are yours unless the item is faulty or was sent in error.

Damaged or incorrect items

Clay does not always travel well. If your pot arrives broken, or you receive the wrong item, send us a photo within 30 days of delivery. We will replace it or refund you in full, including any shipping you paid. You will not need to return the damaged item.

Orders that never arrive

If your tracking shows no movement for more than 30 days, contact us and we will investigate with the carrier. If the parcel is confirmed lost, we will resend or refund at your choice.

Legal guarantees

For customers in France and the European Union, all products are covered by the statutory guarantee of conformity (Articles L217-3 and following of the French Consumer Code) and the guarantee against hidden defects (Articles 1641 and following of the Civil Code). These guarantees apply regardless of any commercial guarantee we offer.