Refund policy

We operate a 30-day return policy: you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it: unused, with its tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at ecommercebasti@proton.me. If your return is accepted, we will send you instructions on how and where to send your parcel. Items sent back without a prior return request will not be accepted.

In most cases we will offer you a refund without a return: you keep the item and you are refunded. If a physical return is required, the address will be sent to you by email once your request has been accepted. Return shipping costs are payable by the customer, except where the product is faulty or damaged, or where we made a mistake.

14-day right of withdrawal

In accordance with articles L. 221-18 and following of the French Consumer Code, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to give a reason or pay a penalty. This right is in addition to our 30-day return policy. You may handle and try the product as you would in a shop. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of the product (article L. 221-23 of the French Consumer Code). The original packaging is not required.

Damage and problems

Please inspect your order on arrival and contact us immediately if the item is faulty or damaged, or if you received the wrong item. We will assess the problem and put it right for you.

Items that cannot be returned

Several of our products are cosmetic and skincare items that come into direct and prolonged contact with the face, eyes, lips or skin: serums, toners, face masks and sheet masks, eye patches, and all make-up items (blush, contour sticks, lip tints, mascara, setting mist).

In accordance with article L. 221-28 3 of the French Consumer Code, the right of withdrawal cannot be exercised on these items where they were delivered to you sealed and you opened that seal after delivery, for reasons of hygiene and health protection.

If the item was not delivered sealed, or if you have not opened the seal, this exception does not apply: you keep your full 14-day right of withdrawal as well as our 30-day return policy.

Gift cards cannot be returned.

If you are unsure about a specific item, write to us at ecommercebasti@proton.me before sending anything back.

Exchanges

The fastest way to get the item you want is to return the item you have, then place a separate order for the new item once the return has been accepted.

Refunds

Once we have received and inspected your return, we will tell you whether it has been accepted. If approved, you will be refunded within 5 business days via your original payment method. Your bank may need additional time to credit your account. Write to us at ecommercebasti@proton.me if more than 15 business days have passed since your return was approved.

MODEL WITHDRAWAL FORM

(Please complete and return this form only if you wish to withdraw from the contract.)

To:
Onirala - Raphael Wahl
47 Rue Vivienne, 75002 Paris, France
ecommercebasti@proton.me

I hereby give notice that I withdraw from the contract for the sale of the following goods:

Product(s) concerned: .......................................

Order number: ...........................................

Ordered on: .............. / Received on: ..............

Consumer name: ..........................................

Consumer address: ......................................

Signature (only if this form is sent on paper): .................

Date: ..............