Returns Policy

Last updated: 2026-04-20

This Returns Policy explains your 14-day right of withdrawal as an EU consumer, how to exercise it, and the exemptions that apply to perishable and hygiene-sealed Filipino food and beauty products.

Contents

Overview

Under EU Consumer Rights Directive 2011/83/EU you have 14 days to withdraw from a purchase without giving any reason, subject to certain exemptions listed below. This right applies in addition to, and does not replace, your statutory warranty under the sales law of your country of residence.

Withdrawal Period

The 14-day withdrawal period starts on the day you (or a third party nominated by you, other than the carrier) receive the goods. For orders delivered in multiple shipments, the period starts on the day the last item is received. For recurring deliveries, it starts on the day the first delivery is received.

How to Withdraw

To exercise your right of withdrawal, you must notify us with a clear, unambiguous statement of your decision. An email is perfectly adequate. Send it to:

You may — but are not obliged to — use the Model Withdrawal Form below. Please include your order number so we can locate your purchase quickly.

Model Withdrawal Form

This is the statutory form set out in Annex I.B of Directive 2011/83/EU. Copy it, fill it in, and send it to us. If you prefer, just email the same information in your own words.

To: Bel Canto d.o.o., Ivšićev prilaz 9, 10000 Zagreb, Croatia — orders@arlenemart.eu

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):


Ordered on (*) / received on (*):


Name of consumer(s):


Address of consumer(s):


Signature of consumer(s) (only if this form is notified on paper):


Date:


(*) Delete as appropriate.

Returning the Goods

After you notify us of your withdrawal, send the goods back without undue delay and in any event within 14 days of that notification. Return address:

  • Bel Canto d.o.o., Ivšićev prilaz 9, 10000 Zagreb, Croatia

The goods must be returned in a condition suitable for resale (original packaging where practicable, unused, and without signs of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods). You are liable for any diminished value of the goods resulting from handling beyond what is necessary.

Cost of Return

You bear the direct cost of returning the goods, unless the goods arrived damaged or incorrect — in which case we cover the cost (see Damage on Arrival).

Refund

We will refund all payments received from you, including the original outbound shipping cost (at the standard delivery rate — if you chose a premium delivery option we refund at the standard rate), within 14 days of receiving either your withdrawal notification or the returned goods, whichever is later. We may withhold the refund until we receive the goods back or you supply evidence of return.

Refunds are made using the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees for the refund.

Exemptions

Under Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to the following categories of goods. Because we specialise in Filipino food and beauty products, we list these exemptions explicitly:

  • Perishable goods — any food or beverage with a short shelf life, fresh or perishable by nature. This includes any product past its best-before date on receipt and any item that can no longer be safely resold because of its nature.
  • Hygienically sealed goods, once opened — applies to our Filipino food categories once the seal is broken:
    • Opened bottles of soy sauce, vinegar, fish sauce, and other condiments
    • Opened sachets or packs of noodles, seasoning mix, and snacks
    • Opened canned goods and canned fish or canned meat
    • Opened beauty and skincare products — for example soaps, lotions, shampoos, and toners
    Unopened items in their original sealed packaging remain fully returnable within the 14-day window.
  • Goods made to your specifications or clearly personalised.
  • Goods which, after delivery, are inseparably mixed with other items.

Damage on Arrival

If your order arrives damaged, contact us within 7 days of delivery at orders@arlenemart.eu with photos of the damaged packaging and the affected products. We will cover the return shipping and send a replacement or issue a full refund — your choice. This right is in addition to your statutory warranty (see our Terms and Conditions).

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