Right of Withdrawal

Last updated: 2 October 2026

1. Who this applies to

This page applies to consumers who live in the European Union or the European Economic Area – Ireland, France, Spain, Portugal, Italy, Luxembourg, Denmark, Finland and Norway – or in the United Kingdom. It sets out your statutory right of withdrawal under the Consumer Rights Directive 2011/83/EU, as implemented in your country, and, in the UK, your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. On this page, "withdraw" also means "cancel".

Customers in Switzerland and outside Europe do not have this statutory right, but they can use our 30-Day Money-Back Guarantee – see our Refund & Return Policy.

2. Withdrawal instructions

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us – Norvelle LLC (trading as Mendly), 30 N Gould St, Sheridan, WY 82801, United States; email: contact@mendlyshop.com – of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or an email). You may use the model withdrawal form in Section 6, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to the return address that we will provide in our reply to your withdrawal notice, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. Please do not send goods to our business address above – it is not a returns address.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Customers in the UK: the instructions above also apply to your right to cancel, except that we will make the reimbursement no later than 14 days after the day we receive the goods back or, if earlier, 14 days after the day you provide evidence that you have returned the goods (or, if no goods have been supplied yet, 14 days after the day on which we are informed of your decision to cancel).

3. When the right of withdrawal does not apply

The right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery. At Mendly, this applies, for example, to cosmetics such as brow pens whose seal or protective packaging has been opened or removed. Unopened products with their seal intact can be returned within the withdrawal period as normal, and faulty products are always covered by your legal rights (see Section 7). In addition, our voluntary 30-Day Money-Back Guarantee still lets you get a refund for opened cosmetics within 30 days of delivery.

4. How to withdraw, step by step

1. Tell us within 14 days of receiving your order (or its last parcel). Email contact@mendlyshop.com with your name, your order number and the items you are withdrawing from, or send us the completed model form. You can also write to us by post at the address above (for written notices only – not for returning goods).
2. We confirm and send you the return address. We will acknowledge your withdrawal by email and promptly send you the return address for your items. The address depends on the product and may be in another country. If our reply reaches you late, you will have a correspondingly longer period to send the goods back.
3. Send the goods back within 14 days of telling us, ideally using a tracked service, and email us the tracking number or proof of postage.
4. Receive your refund within 14 days of your withdrawal notice. We may wait until we have received the goods or your proof of sending, whichever is earlier.

Please do not simply refuse delivery or send a parcel back without telling us, as this can delay your refund. Your refund includes the price you paid for the goods; because standard shipping on our orders is free, there are no delivery costs to add.

5. How this relates to our 30-Day Money-Back Guarantee

Your statutory right of withdrawal and our voluntary 30-Day Money-Back Guarantee exist side by side, and you can rely on whichever is more favourable to you.

Topic	Statutory right of withdrawal	30-Day Money-Back Guarantee
Who can use it	Consumers in the EU, EEA and UK	All customers
Time to tell us	14 days from delivery	30 days from delivery
Condition of the goods	You may handle the goods as you would in a shop; we may deduct for any loss in value caused by further handling	Unused and in original condition
Opened hygiene products	Excluded, unless faulty	Excluded, unless faulty
Return shipping	Paid by you	Paid by you, unless the law requires otherwise
Refund timing	Within 14 days of your notice (EU/EEA) or of our receipt of the goods or your proof of sending (UK)	Within 5–10 business days of receiving your return

6. Model withdrawal form

Tip: you can copy the form into an email to contact@mendlyshop.com. Adding your order number helps us find your order quickly. Customers in the UK can use the same form to cancel their contract.

7. Your other rights

The right of withdrawal is separate from your rights if a product is faulty or not as described. In the EU and EEA, you have a legal guarantee of conformity of at least two years; in the UK, you have rights under the Consumer Rights Act 2015. For faulty, damaged or incorrect items, see Sections 3 and 9 of our Refund & Return Policy – in those cases, return shipping is free. Customers in France can find the mandatory information on the legal guarantees in Section 11 of our Terms of Service.