Returns policy

Last updated: August 2026

30 days to change your mind

At comai., we want you to be fully satisfied. That's why we give you 30 calendar days to return your products, well beyond the 14-day legal period set by European Directive 2011/83/EU.

Eligibility

To be eligible for return, products must be:

  • Returned within 30 days of receipt
  • In a resaleable condition — original packaging, complete product
  • Accompanied by proof of purchase (invoice or confirmation email)

You may open and examine a product as you would in a shop. There are, however, two exceptions:

  • Food supplements with a broken seal — an opened bottle of biotin cannot be taken back, in accordance with Article VI.53, 5° of the Belgian Code of Economic Law, for reasons of hygiene and health protection.
  • Cosmetics opened and used beyond a simple trial — these cannot be taken back. If a product has lost value due to handling beyond what is necessary to establish its nature and characteristics, a residual value may be deducted from the refund.

How to return a product

The returns process is simple:

  1. Contact us by email at contact@comai.be, stating:
    • Your order number
    • The product(s) you wish to return
    • The reason for the return (optional, but helpful for improving our products)
  2. We'll reply within 24-48 hours with return instructions and, if needed, a shipping label. The label is there to make shipping easier: it does not mean the return is free. See "Return costs" below.
  3. Pack the products carefully in their original packaging.
  4. Drop off your parcel at the designated pick-up point.
  5. Receive your refund within 14 days of our team receiving and approving the products.

Return costs

Free returns in the case of:

  • A defective or damaged product
  • An error on our part (wrong product shipped)
  • Non-conformity with the description

In other cases (simple change of mind), return costs are borne by the customer.

Refunds

Refunds are made using the same payment method as the original purchase, within a maximum of 14 days of receiving and approving the return.

Original delivery costs are also refunded if the entire order is returned (excluding any express delivery costs chosen by the customer).

Exchanges

We do not carry out direct exchanges. To switch products, please make a standard return and place a new order.

Damaged or incorrect product received

If you receive a damaged, defective or incorrect product, contact us within 48 hours of receipt with:

  • A description of the problem
  • Photos of the product and packaging
  • Your order number

We'll give you a full refund or send a replacement product, whichever you prefer.

Contact

For any question about returns and refunds:

Email: contact@comai.be
Response time: within 24-48 business hours

Your rights

Independently of our commercial policy, you benefit from:

  • The 14-day legal right of withdrawal (Directive 2011/83/EU)
  • The legal guarantee of conformity (Articles 1649bis et seq. of the Belgian Civil Code)
  • The guarantee against hidden defects

In the event of a dispute, you can use the European online dispute resolution platform: https://ec.europa.eu/consumers/odr.