Returns, Refunds & Order Issues

Effective from 28 December 2025

At MANSOME, we want every order to arrive as expected. If you need to return a purchase, request an exchange, report a delivery problem, or seek a refund, this policy explains the steps to follow and what you can expect from us.

This policy applies to purchases placed through the MANSOME website. It operates alongside, and does not limit, any mandatory consumer rights or protections that apply under the laws of your country.

Contact Us Before Returning an Item

Before sending any product back to MANSOME, please contact our customer support team and submit a return request.

Returns sent without prior approval may not be accepted. Once your request has been reviewed and approved, we will provide you with the instructions you need to complete the return.

When preparing a return, please make sure that you:

·        Obtain return approval before shipping the product

·        Follow the return instructions provided by our support team

·        Include all relevant components, accessories, and packaging

·        Retain your shipping receipt and tracking information

·        Complete any required customs documentation for returns originating outside the EU

Approved return address:

MANSOME Europe
Tekliūnų 11
Dvariškės, Vilnius
Lithuania, 14256

Please do not send a parcel directly to this address without first receiving authorization from customer support.

Our 30-Day Return Policy

If you have simply changed your mind about a purchase, you may request a return within 30 days of delivery.

For a standard return to be accepted, the product should remain in a condition that allows it to be resold. Generally, this means the item must be unused, unopened, undamaged, and retained in its original packaging. Any accessories, components, or materials supplied with the product should accompany the return.

Items that have been significantly used, altered, damaged, or improperly handled may not be eligible for a standard return.

We do not charge a restocking fee for approved returned products.

Statutory Cancellation Rights in the EU and UK

Customers located in the European Union or United Kingdom may have a separate statutory right to cancel an eligible online purchase within 14 days of receiving the goods, without needing to provide a reason.

This legal cancellation period is distinct from MANSOME's voluntary 30-day return window.

Nothing contained in this policy is intended to take away, reduce, or override any consumer rights that cannot lawfully be excluded under applicable legislation.

Return Shipping Costs

Who is responsible for return postage depends on both the customer's location and the reason for the return.

EU Returns

For qualifying returns within the EU, MANSOME may provide a prepaid return label where this service is available.

If you are returning an item because you have changed your mind, no longer want it, ordered the wrong product, or simply do not need it, the cost of returning the item is generally your responsibility.

Where a product is confirmed to be defective, damaged, or incorrectly supplied, please contact us before arranging shipment so that we can determine the appropriate return process.

Returns From Outside the EU

Customers returning products from outside the EU are not normally provided with prepaid return labels.

After your return has been approved, you will generally need to select a postal or courier service yourself and cover the cost of sending the package to our return facility.

This applies to ordinary returns where there is no confirmed defect or fulfillment error.

If your product is faulty, arrives damaged, or is not the item you ordered, contact MANSOME before sending it back. We will assess the circumstances and advise you on the appropriate next step.

Where a confirmed issue affects a customer outside the EU, we may resolve the matter without requiring the product to be returned if the cost or practical burden of international return shipping would be unreasonable.

Damaged, Faulty or Incorrect Products

If something is wrong with your order, please do not automatically return the item. Contact us first so we can assess the issue and determine the most suitable solution.

Depending on the circumstances, we may ask you to provide:

·        Your order number

·        Photographs of the product

·        Images showing any visible damage

·        A short video demonstrating a functional problem

·        Other information that may help us investigate the issue

Once we have reviewed the available information, MANSOME will determine the appropriate remedy.

Possible resolutions may include:

·        Sending a replacement product

·        Providing a full refund

·        Offering a partial refund

·        Assisting with troubleshooting

·        Supplying a replacement component

·        Agreeing on another reasonable solution

The appropriate remedy will depend on the nature of the problem and the circumstances of the individual order.

Specific Delivery Problems

Damaged Package or Product

If your parcel arrives visibly damaged, contact us within 48 hours of delivery.

Please provide photographs showing both the condition of the external packaging and any damage to the product itself. This information helps us assess the issue and work with the relevant delivery provider where necessary.

Incorrect Product

If you receive an item that does not match what you ordered, contact our support team and provide your order details together with a photograph of the product you received.

Once the error has been verified, we will arrange an appropriate resolution.

Missing or Lost Shipment

If your order has not arrived, contact us so that we can investigate its status with the relevant carrier.

Where the shipment is confirmed as lost, MANSOME will arrange an appropriate remedy, which may include sending a replacement or issuing a refund.

Cancelling an Order Before Dispatch

An order may be cancelled while it is still awaiting dispatch.

After the parcel has been handed over for shipment, the order can no longer be cancelled through the pre-dispatch cancellation process. Once the shipment has left our facility, you should instead follow the applicable return procedure.

Exchanges

If you would rather receive a different product than receive a refund, tell us when you submit your return request.

Where an exchange is available, you may return the original item and request another product of equivalent value. Another option, after your return has been approved, is to purchase the preferred product separately.

For customers outside the EU, return postage for an exchange is generally the customer's responsibility. The exception is where the exchange is required because MANSOME supplied an incorrect, defective, or damaged product.

Prepaid return shipping is not normally provided for ordinary exchanges originating outside the EU.

Refunds

Refunds are processed after the returned product has been delivered to us and inspected.

Once the inspection is complete, we will confirm whether the return meets the applicable requirements.

If the refund is approved, MANSOME will normally initiate the payment within 10 business days. In every case, the refund will be initiated no later than 14 business days, using the original payment method.

The time required for the refunded amount to appear in your account depends on your bank, card issuer, or payment provider. As a result, the funds may become available after the date on which MANSOME processes the refund.

Items Subject to Hygiene Restrictions

Some grooming and personal-care products cannot ordinarily be returned after their packaging has been opened or the product has been used. These restrictions exist because of hygiene requirements and the inability to resell certain products once opened or used.

Examples may include:

·        Used shaving heads

·        Blades

·        Comb attachments

·        Opened personal-care products

·        Other comparable hygiene-sensitive grooming items

An item falling within this category does not necessarily mean that no remedy is available. If the product is defective or there is another legitimate issue with the order, we may, depending on the circumstances, provide a replacement component, offer a partial refund, or agree to another appropriate resolution.

Customs Requirements for Non-EU Returns

Additional customs documentation may be required when an MANSOME purchase is returned from a country outside the European Union.

This may apply to returns originating in places such as the United Kingdom, Norway, Switzerland, and other non-EU countries.

Customers returning products from within the EU do not need to complete the proforma invoice described below.

Purpose of the Proforma Invoice

When goods are shipped back into the EU from a non-EU country, customs authorities may otherwise treat the parcel as a new import.

The documentation helps identify the shipment as returned merchandise and indicates that:

·        The goods are being returned to the original seller

·        The products are not being supplied as a new commercial sale

·        Import VAT and customs duties should not be charged again where the applicable rules allow this

Incorrect or missing customs information can result in delays, additional charges, the parcel being held by customs, or the shipment potentially being refused.

When the Proforma Invoice Is Required

You should complete the proforma invoice when all of the following apply:

1.     The parcel is being shipped from a non-EU country;

2.     The item is being returned for a refund, warranty claim, or exchange; and

3.     The product was originally purchased from MANSOME.

How to Prepare the Return

Before giving the package to your chosen carrier:

1.     Fill in the required information on the proforma invoice.

2.     Place the completed document inside a clear plastic document pouch attached to the outside of the parcel.

3.     Mark the shipment with the wording:

“RETURNED GOODS – NO COMMERCIAL VALUE”

If you are unsure whether customs documentation is required for your particular return, contact MANSOME before dispatching the package.

Any customs delay, assessment, fee, or other consequence caused by incomplete or incorrect documentation is outside MANSOME's control and may be imposed by the carrier or relevant customs authority.

Customer Support

If you need assistance with a return, refund, exchange, damaged delivery, missing shipment, or any other order-related matter, please contact MANSOME using the details below.

MANSOME Europe
Trading as: MANSOME
Company registration number: 306643757
Email: info@MANSOME.eu
Returns: Tekliūnų 11, Dvariškės, Vilnius, Lithuania, 14256
Online support: Contact MANSOME
Opening hours: Monday–Friday, 09:00–18:00 (GMT+03:00, Vilnius)