Refund policy
REFUND, RETURNS & WITHDRAWAL POLICY
Last updated: 3 September 2026
At Dr. Spiller Estonia, operated by ALINACOSMETICS OÜ, we want you to shop with confidence. This policy explains your statutory right of withdrawal, our returns procedure, refunds, and your rights in relation to defective, damaged or incorrect products.
Nothing in this policy limits or excludes any mandatory consumer rights available to you under the laws of the Republic of Estonia or applicable European Union consumer protection legislation.
1. Trader Information
Dr. Spiller Estonia
Operated by: ALINACOSMETICS OÜ
Registry code: [INSERT ESTONIAN REGISTRY CODE]
Registered address: Liivalaia tn 7, 10118
VAT number: EE102013157
E-mail: drspillerestonia@gmail.com
Website: https://drspiller.ee
2. Right of Withdrawal
If you are a consumer, you generally have the right to withdraw from a distance contract within 14 calendar days without giving a reason.
For an order consisting of goods, the withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, physically receive the goods.
If an order contains several goods delivered separately, the withdrawal period begins when you receive the last item.
To exercise your right of withdrawal, you must notify us of your decision before the withdrawal period expires.
You may contact us by e-mail:
You may use the withdrawal form included at the end of this policy, but you are not required to use that form.
3. Returning the Goods
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you notified us of your withdrawal.
Please contact us before sending a return so that we can provide the appropriate return instructions.
Return address:
ALINACOSMETICS OÜ / Dr. Spiller Estonia
Pärnu mnt 67a
10134 Tallinn
Estonia
Please use suitable packaging to protect the products during transportation.
We recommend keeping your proof of postage and tracking information until your return has been processed.
4. Condition of Returned Products
You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same manner as you would reasonably be permitted to do in a physical shop.
If the value of the goods has decreased because they were handled or used beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to claim compensation for that diminished value as permitted by law.
For skincare and cosmetic products, we strongly recommend that returned products remain unopened, unused and with all original protective seals intact.
5. Hygiene and Sealed Cosmetic Products
The statutory right of withdrawal does not apply to certain sealed goods which are not suitable for return for reasons of health protection or hygiene once their protective seal has been opened.
This may include certain cosmetic and skincare products where the original protective seal has been broken or the product has been opened or used.
Accordingly, opened or used skincare products may not be eligible for withdrawal where the statutory hygiene exception applies.
This does not affect your statutory rights concerning products that are defective, damaged, incorrectly supplied or otherwise not in conformity with the contract.
The hygiene exception is not intended to exclude the right of withdrawal merely because the external packaging has been opened. The relevant question is whether the product itself is no longer suitable for return for health or hygiene reasons.
6. Refunds
When you validly withdraw from a contract, we will reimburse the payments we have received from you, including the standard delivery cost you paid for the original delivery.
If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to reimburse the additional cost.
We will normally issue the refund within 14 days after receiving your withdrawal notice.
However, where goods are being returned, we may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless we expressly agree otherwise with you.
Your bank or payment service provider may require additional processing time before the refund appears in your account.
7. Return Shipping Costs
If you withdraw from your purchase because you have simply changed your mind, the direct cost of returning the goods is your responsibility, provided that we informed you of this obligation before the purchase.
If the return is necessary because we supplied:
- an incorrect product;
- a damaged product;
- a defective product;
- or a product that does not conform to the contract,
we will cover the reasonable costs associated with resolving the issue as required by applicable law.
8. Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If you receive a product that is damaged, defective, incorrect or missing from your order, please contact us as soon as reasonably possible.
Please provide:
- your order number;
- your name and contact details;
- a description of the issue;
- photographs of the product;
- photographs of the external packaging where relevant;
- photographs of any visible damage.
Please do not continue using a product if you believe it is defective, as continued use may worsen the problem.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer protection law.
9. Statutory Rights for Defective Goods
Your statutory rights concerning defective or non-conforming goods apply independently of the 14-day withdrawal right.
Under Estonian consumer protection rules, consumers generally have the right to submit a claim concerning defective goods within two years from the purchase where the trader is responsible for the defect.
Depending on the circumstances, available remedies may include repair, replacement, price reduction or cancellation of the contract and refund.
We will assess each case in accordance with applicable law.
10. Consumer Complaints
If you believe that a product is defective or otherwise does not conform to the contract, please contact us first so that we can resolve the matter directly.
A written complaint should include:
- your name and contact details;
- the date of purchase;
- order number or other proof of purchase;
- description of the problem;
- your preferred solution.
We will respond to a written consumer complaint within 15 days, as required by Estonian law.
If we are unable to resolve the dispute directly, you may have the right to contact the Consumer Disputes Committee (Tarbijavaidluste komisjon) or another competent dispute-resolution body.
11. Order Cancellation Before Dispatch
If your order has not yet been dispatched, you may contact us as soon as possible to request cancellation.
We will make reasonable efforts to stop the order before dispatch, but cancellation cannot be guaranteed once the order has entered the fulfilment or dispatch process.
If the order has already been dispatched, the applicable withdrawal and return procedure applies.
12. Non-Returnable Promotional or Complimentary Items
Where a promotional offer includes a complimentary product or other benefit, the conditions of that promotion may specify what happens to the complimentary item if the qualifying purchase is returned.
Any such conditions will be disclosed as part of the relevant promotion.
13. Withdrawal Form
You may copy and send the following form by e-mail if you wish to exercise your right of withdrawal:
To: drspillerestonia@gmail.com
I hereby notify you that I withdraw from my contract of sale for the following goods:
Order number: [ORDER NUMBER]
Product(s): [PRODUCT NAME(S)]
Order date: [DATE]
Date received: [DATE]
Consumer name: [FULL NAME]
Consumer address: [ADDRESS]
E-mail: [E-MAIL ADDRESS]
Date: [DATE]
Signature: [ONLY REQUIRED IF SUBMITTED ON PAPER]
14. Contact
For returns, withdrawals, refunds or complaints:
Dr. Spiller Estonia
Operated by ALINACOSMETICS OÜ
E-mail: drspillerestonia@gmail.com
Website: https://drspiller.ee