Terms and Conditions for HPB

HPB

Marielundvej 17K

2730 Herlev, Denmark

Contact: [email protected]

Phone: +45 42 61 41 99

Registration number: 35792627

VAT number: DK35792627

Last updated: April 22, 2026

These Terms and Conditions govern all purchases made on maqes.com. By placing an order, you confirm that you have read, understood, and accepted these Terms.

Who these terms apply to

These Terms apply to consumers (natural persons acting outside their trade, business, craft, or profession) purchasing from maqes.com.

Purchases made for professional, commercial, or resale purposes are not covered by the consumer protection provisions below. Business buyers should contact us at [email protected] before ordering.

Prices, currency and VAT

All prices shown on maqes.com are displayed in the local currency applicable to the customer’s country (EUR for Finland, PLN for Poland) and include the VAT applicable in the country of delivery, in accordance with EU distance selling rules (OSS scheme).

For deliveries to Finland, Finnish VAT applies. For deliveries to Poland, Polish VAT applies. For deliveries to other EU countries, the VAT rate of the destination country applies.

Prices are inclusive of VAT but exclusive of shipping, unless free shipping thresholds apply. Shipping costs are shown at checkout before you confirm your order.

We reserve the right to correct obvious pricing errors. If a price is clearly incorrect, we may cancel the order and issue a full refund, even after order confirmation.

Payment methods

HPB accepts online payments with Visa, Mastercard, Maestro, Visa Electron, PayPal, Klarna, Apple Pay, Google Pay, and other methods shown at checkout. Payment options may vary by country.

Payment is processed when the order is placed. For pre-orders or back-ordered items, payment may be deducted at the time the goods are shipped or as specified in your order confirmation.

HPB uses a secure payment server that encrypts all information with SSL protocol, which means your data is secure and cannot be read by outsiders. Our own website also uses encryption with SSL protocol. We do not store full card details on our servers.

Order and contract formation

A binding sales contract is formed when we send you an order confirmation by email. The order confirmation, together with the invoice issued after shipment, is your proof of purchase.

We reserve the right to refuse or cancel orders in the following cases:

• The product is out of stock.
• The price or product information contained an obvious error.
• Payment cannot be verified or is suspected to be fraudulent.
• The order appears to be placed by a reseller or for commercial redistribution.
• Delivery to the address provided is not possible.

If we cancel your order, you will receive a full refund within 14 days.

Delivery time

Estimated delivery time is 2–6 business days from shipment, depending on the destination country and selected carrier. Delivery to Poland typically takes 3–6 business days; delivery to Finland typically takes 2–4 business days.

Delivery times are estimates and are not guaranteed. We are not liable for delays caused by the carrier, customs, weather, strikes, or other circumstances outside our control.

HPB ships goods with carriers including GLS, PostNord, DHL, DAO, and InPost, depending on destination.

The shipping is calculated based on weight or volume. You will always receive a track and trace number so you can follow your parcel from our warehouse to your home.

Free shipping to Finland applies to orders totalling €60 or more. Free shipping to Poland applies to orders totalling 249 PLN or more. Free shipping applies only to standard delivery methods. Express, premium, or home delivery options are not covered.

For delivery to a parcel shop, you typically have 7 days to collect the parcel. The deadline is notified by the carrier. You are responsible for ensuring that the notification information is correct, such as email and phone number.

If you do not collect the parcel and it is returned, we will charge a fee of €6 (or equivalent in PLN) to cover the cost of return shipping.

Order delivery and liability

Incorrect or preferred delivery addresses
You are responsible for providing a correct and complete delivery address at the time of purchase. We are not liable for orders delivered to an incorrectly provided address, nor for parcels directed to a “preferred location,” “safe place,” neighbour, or any alternative drop-off specified by you or by you via the carrier’s delivery preferences.

Order cancellation after shipment
Orders cannot be cancelled once they have been handed over to the carrier or are in transit. Orders cannot be cancelled while there is an ongoing investigation with the carrier regarding the shipment. If you no longer wish to receive the order, you must wait until it is delivered and then exercise your right of withdrawal, subject to the exclusions below.

Missing parcels
If your parcel is tracked as not delivered, you must notify us within 21 days of the shipping date at [email protected] so that we can open a formal investigation with the carrier. You must provide all information we reasonably require to process the claim, including confirmation that the parcel was not received by you, a member of your household, or a neighbour.

If you do not notify us within 21 days, the parcel will be considered delivered and we can no longer be held liable for the order.

Parcels marked as delivered by the carrier
If the carrier’s tracking shows the parcel as delivered, we are not obliged to issue a refund or replacement unless you provide valid supporting information that the parcel was not received — for example, a declaration of non-receipt, a police report in the case of theft, or written confirmation from the carrier acknowledging a delivery error.

All such claims are subject to investigation with the carrier. We reserve the right to decline a refund or replacement where the carrier confirms delivery in accordance with these Terms and applicable law. This does not affect your mandatory rights under EU or national consumer law.

Damaged or incomplete orders
If your order arrives damaged or is missing items, you must notify us within 7 days of delivery at [email protected]. Include your order number and photos of the damage, the product, the outer packaging, and the shipping label. Claims submitted after 7 days cannot be processed.

Right of cancellation

As a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with Directive 2011/83/EU on consumer rights, as transposed into Danish, Finnish, and Polish law.

The 14-day withdrawal period starts the day after you (or a third party indicated by you, other than the carrier) receive the last item in your order.

To exercise the right of withdrawal, you must notify us in writing at [email protected] within 14 days of delivery. Your message must clearly state your decision to withdraw and include your order number.

After notifying us, you must return the goods to us without undue delay and no later than 14 days after the date you communicated your withdrawal.

Return address:
HPB
Marielundvej 17K
2730 Herlev
Denmark

You bear the direct cost of returning the goods, including international return shipping from Finland or Poland to Denmark. We recommend using a tracked service, as you are responsible for the parcel until it arrives at our warehouse. We do not accept returns sent cash on delivery.

We will refund the purchase price (including standard shipping paid on your original order, if applicable) no later than 14 days after we receive the returned goods, or after you provide proof that the goods have been sent back — whichever is earlier. The refund will be issued using the same payment method you used for the original transaction, unless otherwise agreed.

We may withhold the refund until the goods have been received and inspected, or until you provide proof of return shipment. If you chose a more expensive delivery method than our cheapest standard option, we will only refund the cost of the cheapest standard delivery.

Products excluded from the right of cancellation

In accordance with Article 16(e) of Directive 2011/83/EU, the right of cancellation does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.

This exception applies to most products sold on maqes.com, including:

• All skincare, haircare, and body care products (creams, serums, cleansers, masks, toners, oils, and similar).
• All makeup and cosmetics applied to the face, eyes, lips, or skin.
• Sheet masks and single-use beauty products.
• Deodorants, perfumes, and fragrances.
• Personal care devices that come into contact with skin (facial cleansing devices, LED masks, microcurrent devices, applicators, and similar), once the hygiene seal or protective packaging has been broken.
• Any product with a visible hygiene seal, protective film, or tamper-evident packaging.

If the hygiene seal, outer film, or original protective packaging has been broken, opened, or removed, the product can no longer be returned under the right of cancellation.

Products that are still sealed and in their original, unopened condition may be returned within the 14-day period under the right of cancellation.

Other exceptions under Article 16 of Directive 2011/83/EU may also apply (for example, personalised goods, goods that deteriorate rapidly, and digital content once downloaded).

Condition of the goods upon return

You are liable for any deterioration in the value of the goods due to handling other than what is necessary to determine the nature, properties and function of the goods. This means that you may test the item in the same way as if you were shopping in a physical store.

If the item is tested beyond what is described above, it is considered used and of impaired value. This means that in case of cancellation of the purchase, you will receive a smaller part or none of the purchase amount back. It is up to HPB to assess the condition of the item.

Refund policy

Refunds for orders marked as delivered
We will not issue refunds for orders that the carrier has marked as delivered, unless you provide valid evidence of non-receipt within the timeframes set out above. Valid evidence includes, for example, a written declaration of non-receipt, a police report in the case of suspected theft after delivery, or written confirmation from the carrier acknowledging a delivery error.

All non-receipt claims are subject to investigation with the carrier. We reserve the right to deny refunds where the carrier confirms delivery in line with these Terms and applicable law. This does not affect mandatory consumer rights that cannot be waived.

Refunds following allergic reactions or individual skin sensitivity
Cosmetic and skincare products may affect individuals differently. Because skin reactions depend on personal sensitivities that are outside our control, we do not issue refunds, replacements, or compensation for allergic reactions, irritation, redness, breakouts, or other individual skin responses, unless the reaction is caused by a demonstrable fault, defect, contamination, or safety issue with the product itself.

It is your responsibility to review the ingredient list (INCI) on the product page and packaging before use, and to perform a patch test if you have sensitive skin or known allergies. Opened products with a broken hygiene seal cannot be returned.

Refunds for cancelled or unfulfilled orders
If we cancel your order before shipment (for example, due to stock issues, pricing errors, or failed payment verification), we will issue a full refund within 14 days of cancellation.

Refunds denied
We reserve the right to deny a refund where the product is returned in a condition that indicates use beyond what is necessary to inspect it; the hygiene seal has been broken on a product excluded from the right of cancellation; the claim falls outside the timeframes set out in these Terms; or the claim is not supported by the documentation we reasonably request.

Skin reactions and complaints

As skin and body reactions may vary from person to person, we cannot be held responsible for individual skin reactions, allergic reactions, irritation, sensitivity, or intolerance to ingredients in a product, unless there is a demonstrable fault, defect, or safety-related issue with the product.

Our products may contain ingredients that some individuals may react to, even when the products are legally marketed and used correctly. We therefore always recommend reviewing the ingredient list carefully and performing a patch test before first use, especially if you have sensitive skin or known allergies.

If you believe there is a fault with the product
If you experience a serious or unusual reaction and believe that the product may be defective, contaminated, incorrectly manufactured, or otherwise faulty, please contact us as soon as possible at [email protected].

In order for us to process the case properly and assess it, we require at minimum the following documentation:

• Order number or receipt.
• Date of delivery, opening, and first use.
• Batch/lot number and photos of the product, bottle/container, and outer packaging.
• Photos of the skin reaction and a brief timeline of how the symptoms developed.
• Information about any other new products, treatments, or active ingredients used at the same time.
• Information about the condition of the product upon delivery and during use (colour, smell, consistency, and packaging).
• Information about the severity of the reaction, including whether medical advice, emergency care, or prescribed treatment was sought.

We may also ask that the product is not discarded, as in some cases it may need to be sent for further examination by the manufacturer or supplier.

Assessment of the case
If the product is found to be correct and without faults or defects, the case cannot be taken further. In such cases, the reaction will be considered an individual skin reaction, which is outside our responsibility, as cosmetic products may affect individuals differently.

Thank you for your understanding and for following our complaint and documentation guidelines.

Legal guarantee of conformity (2-year warranty)

Products are subject to a 2-year legal guarantee of conformity in accordance with Directive (EU) 2019/771 as transposed into Danish law (the Danish Sale of Goods Act, Købeloven), which applies to your purchase. The right of complaint applies to all defects in material, manufacturing, or conformity that existed at the time of delivery.

This warranty does not cover normal wear and tear, damage caused by incorrect use, misuse, or failure to follow instructions, damage caused by the customer after delivery, or reduction in quality due to the product reaching its natural end of shelf life.

Complaints regarding defects must be notified to HPB within a reasonable time after the defect is discovered. A maximum of two months is considered reasonable time, unless otherwise agreed. We will refund reasonable return shipping costs for justified warranty claims.

The complaint is cancelled in case of incorrect or unusual operation of the product. HPB covers the return costs to a reasonable extent for justified claims.

When returning the product, contact the company:

HPB

Marielundvej 17K

2730 Herlev, Denmark

Phone: +45 42 61 41 99

Complaints are not accepted if these are sent cash on delivery.

Product safety and compliance

All products sold on maqes.com comply with applicable EU product safety legislation, including Regulation (EC) No 1223/2009 on cosmetic products and Regulation (EU) 2023/988 on general product safety (GPSR), in force since 13 December 2024.

We work only with manufacturers and suppliers who meet EU safety and compliance requirements, and we can provide the contact details of the responsible person in the EU for each product upon request.

If you become aware of a safety issue with a product, please notify us immediately at [email protected].

Complaints and dispute resolution

If you have a complaint, please contact us first at [email protected]. We aim to respond within 5 business days.

The European Commission provides an Online Dispute Resolution platform for consumers who have purchased goods online: https://ec.europa.eu/consumers/odr.

You also have the right to lodge a complaint with the consumer protection authority in your country:

• Finland: Kilpailu- ja kuluttajavirasto (Finnish Competition and Consumer Authority) — www.kkv.fi
• Poland: Urząd Ochrony Konkurencji i Konsumentów (UOKiK) — www.uokik.gov.pl; or the European Consumer Centre Poland — www.konsument.gov.pl
• Denmark: Center for Klageløsning / Forbrugerklagenævnet — www.forbrug.dk

Intellectual property

All content on maqes.com, including text, images, logos, product descriptions, photography, graphics, and the overall layout, is the property of HPB or its licensors and is protected by copyright, trademark, and other intellectual property laws.

You may not copy, reproduce, distribute, modify, or use any content from the website for commercial purposes without our prior written consent.

Personal data and cookies

Your personal data is processed in accordance with our Privacy Policy and Cookie Policy, available on the website. We process data in compliance with Regulation (EU) 2016/679 (GDPR).

Liability

To the extent permitted by applicable law, HPB’s total liability in connection with any order is limited to the value of the order in question.

We are not liable for delays caused by carriers, customs authorities, or other third parties; indirect or consequential losses (loss of profit, loss of data, loss of business opportunity, and similar); or events outside our reasonable control (force majeure).

Nothing in these Terms limits or excludes liability that cannot be limited or excluded under applicable mandatory consumer law.

Governing law and jurisdiction

These Terms are governed by the laws of Denmark, excluding its conflict of law rules and the UN Convention on Contracts for the International Sale of Goods (CISG).

As a consumer, you also retain the protection of the mandatory consumer law provisions of your country of residence (for example, Finnish or Polish consumer law), which cannot be derogated from by agreement.

Disputes shall, to the extent permitted by law, be brought before the courts of Denmark. Consumers may also bring proceedings in the courts of their country of residence, in accordance with Regulation (EU) 1215/2012 (Brussels I recast).

Changes to these terms

We reserve the right to update these Terms at any time. Changes will be posted on this page with an updated “Last updated” date. The version in force at the time of your order applies to that order.