Refund Policy

Important: we do not offer free returns — the customer is responsible for the return costs.

Can I return my order?
Yes, within 30 days of receipt, provided: the item is in original condition with all parts and packaging; shows only signs of normal use (no damage from negligence or misuse); hygiene-related products are returned properly cleaned; and the customer bears the return shipping costs.

Returns are processed within 7 business days. BettencourtRosa LLC / Anna Charleston may refuse returned items that show use or damage not attributable to us.

How do I return my order?
Email info@anna-charleston.com with: order number, reason, a photo (if damaged), full name and address. Important: do not send the return to the sender's address — we provide the correct return address after review.

Cancellation — Right of withdrawal
Private customers may cancel within 30 calendar days of receiving the last item. Since orders are processed immediately, they cannot be cancelled once in transit; in that case follow the return procedure after receipt. You may inform us of your intention to cancel by a clear written request via email.

After cancellation
We refund all payments received (excluding extra cost of a more expensive than standard delivery), via the same payment method, within a maximum of 30 days of receiving the returned products. Keep proof of return shipment.