Returns & Complaints

RETURNS & COMPLAINTS

Wild&Mild aims to provide high-quality beauty & nail care products together with a great shopping experience. If the product you ordered does not meet your expectations, you wish to return it, or you have noticed a defect, please review the terms below & complete the return form.

1. Right of Return

Consumers have the right to return goods purchased from our online store within 14 days of receiving the goods, unless a statutory exception to the right of return applies.

To submit a return request, please complete the return form available on our website.

After submitting the return request, the goods must be returned to Careria OÜ within 14 days in accordance with the return instructions provided by us.

2. Condition of Returned Goods

Customers have the right to open the product packaging & inspect the product to the extent necessary to assess its nature, characteristics & condition.

The returned goods must be in as close to their original condition as possible. Neither the product nor its retail packaging may be unnecessarily damaged, soiled or otherwise deteriorated.

If the product has been used or handled beyond what is necessary to inspect its characteristics, & this has resulted in a reduction in value, Careria OÜ has the right to reduce the amount refunded in proportion to the diminished value of the goods.

3. Cosmetics, Nail Care & Hygiene Products

Wild&Mild’s product range includes cosmetics, nail care & hygiene products, including nail polishes, gel polishes, nail care products, false eyelashes, artificial nails & other similar beauty products.

For these products, customers may open the outer or retail packaging to the extent necessary to visually inspect the condition of the product.

Customers may, among other things, check whether:

• the product corresponds to the order;
• the product or its packaging has been damaged during transport;
• the product is leaking;
• the bottle, tube, box or other packaging is broken or damaged;
• the product has a visible defect or other fault.

Cosmetics, nail care & hygiene products may not be tested or used under the 14-day right of return in a way that means the product can no longer be resold for health protection or hygiene reasons.

Therefore, a product may not be eligible for return if it has been:

• applied to the nails, skin or another part of the body;
• used or tested;
• fitted, tried on or glued in the case of false eyelashes;
• fitted, tried on, glued or otherwise used in the case of artificial nails;
• used in any other way that means its hygiene or original condition cannot be guaranteed for the next customer.

Simply opening the shipping or retail packaging does not automatically result in the loss of the right of return.

For cosmetics & hygiene products, eligibility for return depends on the nature & condition of the specific product & whether it has been used after receipt.

4. Electrical Products

For electrical products, such as the Wild&Mild UV/LED gel lamp, customers have the right to open the packaging, inspect the product & test its functionality to a reasonable extent.

The product may only be tested to the extent necessary to verify its functionality & characteristics.

If the product has been used beyond what is necessary to test its functionality, or if it shows damage, wear or other signs of use resulting from such use, Careria OÜ has the right to take the diminished value of the product into account & reduce the refund accordingly.

5. Individual Assessment of Returns

As the Wild&Mild product range includes products with different intended uses & characteristics, each return is assessed individually based on the specific product, its condition & the reason for return.

For returns, damaged goods, possible defects or other issues, please first complete the return form available on our website & describe the situation as accurately as possible.

Where necessary, we may ask you to provide:

• the order number;
• the product name;
• a description of the issue or reason for return;
• photos or a video of the product, packaging or defect;
• any other information necessary to assess the situation.

Once we have received the information, we will assess the case & provide further instructions.

6. Returning Goods & Return Costs

When exercising the 14-day right of return, the customer bears the direct cost of returning the goods, unless otherwise agreed.

If the goods:

• do not correspond to the order;
• arrived damaged;
• are defective;
• or otherwise fail to conform to the contract for a reason for which Careria OÜ is responsible,

we will assess the situation separately & Careria OÜ will cover reasonable return costs where applicable.

The goods must be returned in accordance with the instructions provided by Careria OÜ.

Please package the product carefully for return to prevent damage during transport.

7. Refunds

For a valid return, we will refund the payments received from the consumer in accordance with applicable law, no later than 14 days after receiving the return request.

Careria OÜ has the right to withhold the refund until the returned goods have been received by us or until the customer has provided proof that the goods have been sent back.

Refunds are generally made using the same payment method used for the original purchase, unless otherwise agreed.

If the value of the returned goods has decreased due to the customer’s actions, Careria OÜ has the right to reduce the refund in proportion to the diminished value of the goods.

8. Exceptions to the Right of Return

The 14-day right of return does not apply in cases provided for by law.

Among other things, the right of return may be excluded for cosmetics, nail care or hygiene products that have been used or tested after receipt in a way that means they can no longer be returned for health protection or hygiene reasons.

Restrictions on the right of return do not affect the customer’s right to submit a complaint if the goods were defective, damaged or did not correspond to the order at the time of receipt.

9. Defective Products & Submitting a Complaint

If a product is defective or does not correspond to the order, please notify Careria OÜ as soon as possible.

To submit a complaint, please complete the form available on our website &, where possible, provide:

• the order number or other proof of purchase;
• the product name;
• as detailed a description of the defect as possible;
• photos or a video showing the defect.

Careria OÜ has the right to request that the product be returned for inspection or to request additional information, photos or other evidence necessary to assess the nature & cause of the defect.

In the case of a defective product, the consumer is entitled to the remedies provided by law, depending on the nature & circumstances of the defect.

10. Right to Submit a Complaint

Consumers have the right to submit a complaint regarding defective goods for two years from the date the goods were received, in accordance with applicable law.

Careria OÜ is not responsible for defects or damage resulting from:

• incorrect or unintended use of the product;
• failure to follow instructions for use;
• improper storage;
• external or mechanical damage;
• actions of the customer;
• normal wear & tear.

If a defect occurs, please notify us as soon as possible & complete the return or complaint form available on our website so that we can assess the situation individually.

11. Handling of Complaints

All complaints are reviewed individually.

Where necessary, Careria OÜ may request additional information from the customer or require the product to be returned for inspection.

We will respond to written complaints within the period prescribed by law, generally no later than 15 days.

If additional inspection or expert assessment is required to resolve the issue, we will inform the customer separately.

12. Dispute Resolution

Questions relating to returns, defective products & complaints should first be submitted to Careria OÜ.

13. Contact Details

For questions, returns & complaints, please contact:

Wild&Mild
Legal entity: Careria OÜ
Email: info@careria.ee
Website: www.wildandmild.eu

For a return or complaint, please first complete the return form available on our website so that we can assess the individual situation & provide the appropriate next steps.