SibaBiba aims for satisfied customers and a transparent, clear returns procedure. On this page you'll read exactly how returns work, which conditions apply and how refunds are handled.
This policy has been drawn up in accordance with European consumer law.
1. Right of withdrawal (consumers)
As a consumer you have the right to withdraw from a product within 14 days of receipt without giving reasons.
The withdrawal period starts on the day after you, or a third party designated by you, received the product.
A withdrawal must always be reported in writing in advance via: info@sibabiba.com, including the completed return form.
After this notification, you have another 14 days to actually return the product with track & trace.
2. Conditions for returns
A return is accepted when the product:
- is in its original condition;
- is complete and undamaged;
- is complete with all accessories;
- is in its original packaging (where reasonably possible);
- shows no signs of use beyond what is necessary to assess the product.
During the cooling-off period, the product may only be used as would be permitted in a physical shop.
3. Depreciation
If the product:
- has clearly been used,
- is damaged,
- is incomplete,
- or is no longer in its original condition,
SibaBiba may apply a depreciation to the amount to be refunded.
When a product is no longer sellable, the depreciation can amount to up to 100%.
4. Products that cannot be returned
The right of withdrawal is excluded for:
- Hygiene or health products
- whose seal has been broken, such as:
- care and cosmetic items,
- skin- and mouth-contact products,
- underwear,
- items where hygiene is essential.
Personalised products
such as custom-made products or products adjusted to customer wishes.
Digital products
such as downloads or digital access, once these have been made available.
Products that by their nature cannot be returned
for example products with opened medical or safety packaging.
If a product falls under an exclusion, this is stated on the product page.
5. Return shipment and shipping
After reporting the withdrawal, the product must be returned within 14 days. The consumer is responsible for:
- demonstrable shipping (track & trace required);
- safe and sturdy packaging;
- correct addressing as stated in the return instructions.
SibaBiba is not liable for returns that during transport:
- get damaged,
- get lost,
- become delayed.
The risk of the return lies entirely with the consumer. Insufficiently or non-stamped returns are not accepted.
6. Cost of returns
The cost of returning a product is entirely at the consumer's expense, unless stated otherwise. Shipping costs of the original shipment are not reimbursed, unless there is an error on the part of SibaBiba.
7. Refund
SibaBiba processes returns as quickly as possible after receipt.
- Refunds take place within 14 days of the return notification,
- but SibaBiba may wait until the product has actually been received back.
Refunds are made exclusively via bank transfer (IBAN). The consumer must provide correct bank details.
No costs are ever charged for carrying out a refund.
8. Damaged or incorrectly delivered products
If a product is delivered damaged or incorrect, this must be reported within 14 days of receipt via info@sibabiba.com, accompanied by clear photos.
SibaBiba assesses the report and offers a suitable solution, such as:
- replacement,
- repair,
- or refund.
9. Situations in which the right of withdrawal lapses
The right of withdrawal lapses when:
- the return notification was not made within 14 days of receipt;
- the product was not shipped within 14 days of the notification;
- the product does not meet the return conditions;
- the product falls under an exception.
In these cases the purchase remains final.
10. Return abuse
SibaBiba may refuse returns and/or cancel future orders in the case of:
- structural or excessive returns,
- returning clearly used products,
- breaching the return conditions,
- fraud or abuse of the right of return.
11. Business orders (B2B)
A different legal framework applies to business orders.
- The right of withdrawal does not apply to business customers.
- Returns are only possible when agreed in writing in advance.
- Orders with a company name, VAT number or business characteristics are considered B2B purchases.
This section is deliberately placed lower in the policy, as it is only relevant to business customers.
12. Contact details
For return requests or questions about this policy:
Email: info@sibabiba.com
Response time: on average 1–2 working days