Terms of service

The terms that apply to every order and plan on karmicare.com, including your rights to withdraw, return and complain.

KARMICA BV, trading as KARMICARE · Vizierstraat 28, 8000 Bruges, Belgium · VAT BE 0676.972.896 · EORI BE0676972896

care@karmicare.com · Last updated October 2026

Clause 1 – Identity of the vendor

You buy from KARMICA BV, a Belgian company in Bruges.

The webshop karmicare.com and its checkout subdomains are operated by:

KARMICA BV (trading as KARMICARE), Vizierstraat 28, 8000 Bruges, Belgium · Enterprise number (KBO/BCE) 0676.972.896 · VAT BE 0676.972.896 · RPR Enterprise Court of Ghent, division Bruges · EORI BE0676972896 · Belfius Bank, IBAN BE73 0689 0664 2960, BIC GKCCBEBB · care@karmicare.com · +32 (0) 478 57 27 61

Clause 2 – Applicability and international scope

These terms apply to every order and membership you place on karmicare.com.

  1. These General Terms and Conditions (“Terms”) apply to all offers, orders, contracts of sale and membership agreements concluded via our website between KARMICA BV (“we”, “us”, “vendor”) and any purchaser (“you”, “customer”).
  2. A “Consumer” is any natural person acting for purposes outside their trade, business, craft or profession (Article I.1, 2° of the Belgian Code of Economic Law, WER). These Terms are written for consumers. Orders by dental professionals, clinics or resellers follow a separate written agreement.
  3. Territorial scope: we deliver to consumers in the member states of the European Union. We do not deliver outside the European Union.
  4. Non-discrimination and geo-blocking (Regulation (EU) 2018/302): we do not apply discriminatory conditions or geo-blocking based on the nationality, place of residence or place of establishment of EU customers.
  5. Age: by placing an order, you confirm that you are at least 18 years old or have the consent of a parent or legal guardian.
  6. Access to these Terms: these Terms are always available at karmicare.com/policies/terms-of-service and are provided to you on a durable, printable medium with your order confirmation.

Clause 3 – Product classification, offers and contract formation

Awake and Asleep are cosmetics, not medicines. Your order becomes a contract once we confirm it by email.

  1. Product classification: Awake and Asleep are cosmetic products under Regulation (EC) No 1223/2009, notified on the Cosmetic Product Notification Portal (CPNP) and manufactured under Good Manufacturing Practice (ISO 22716). They are not medicinal products or medical devices. The toothbrushes and the floss are not cosmetics: they are general consumer products covered by Regulation (EU) 2023/988 on general product safety. Product descriptions, biorhythmic formulations and ingredient information describe cosmetic hygiene properties, enamel support and daily care, and are not medical diagnoses, treatments or cures.
  2. Offers: product descriptions, formulations and illustrations on our website are presented as precisely as possible. Minor variations in packaging or shade are not a defect. Obvious errors in prices or descriptions do not bind KARMICA BV.
  3. Contract formation: selecting products and completing checkout is an offer to buy. As Belgian and EU consumer law requires, our final order button is clearly labelled “Pay now” or with equivalent wording. The contract is concluded when we send you an automated order confirmation email with your order summary, delivery details and a copy of these Terms.

Clause 4 – Withdrawal, money-back guarantees and refunds

Every first order comes with a money-back guarantee: 14 days on Try Once, your first cycle on the 60-Day rhythm, 60 days on the Year. Your legal right to withdraw comes on top.

4.1 Statutory right of withdrawal (14 days)

  1. 14-day withdrawal period: you may withdraw from a contract concluded online without giving a reason within 14 calendar days of physical delivery (Article VI.47 WER). For a membership, the period runs from your first delivery. Tell us before the period ends: through the online withdrawal function (Withdraw from contract here), by email at care@karmicare.com, by phone on +32 (0) 478 57 27 61, or with the model form in the Annex (Article VI.49 WER). Any clear statement is enough; you do not need our approval.
  2. Reimbursement: we reimburse all payments received from you, including the standard delivery charge, without undue delay and at the latest within 14 calendar days of the day we are informed of your withdrawal (Article VI.50 §1 WER). We may withhold the reimbursement until we have received the goods back or until you have supplied proof that you sent them, whichever comes first (Article VI.50 §3 WER).
  3. Same payment method: we reimburse via the same payment method you used, at no cost to you. We never substitute a voucher unless you expressly ask for one.
  4. Returning the goods: send the goods back without undue delay and at the latest 14 days after the day you told us; the address and the cost are in clause 4.7 (Article VI.51 §1 WER). For a membership, the goods are everything delivered under it, the Welcome Kit included. You may handle the goods as you would in a shop, to establish their nature, characteristics and functioning. You are liable only for any diminished value that results from handling beyond that (Article VI.51 §2 WER); clause 4.6 explains what this means for a primed pump.
  5. Relation to our guarantees: the money-back guarantees in clauses 4.2 to 4.5 are voluntary commercial guarantees. They come on top of your statutory rights and never limit them.

4.2 Try Once: 14-day money-back guarantee

  1. Period: 14 calendar days from delivery.
  2. Opened formulas qualify: you may open and try the duo and keep it. No return is required.
  3. Refund: everything you paid for the order, including the shipping charge, within 14 days of your request, to your original payment method.

4.3 60-Day rhythm: money-back guarantee for your first cycle

  1. Scope: the guarantee applies to new members and covers the first 60-day cycle only.
  2. Deadline: your request must reach us before your first renewal is charged (60 days after your order). We remind you at least 5 days before. Continuing into the second cycle ends the guarantee.
  3. Refund: your first membership payment, minus the Care Credit earned from that payment that you already used on another order, unless you return the articles you bought with it (clause 4.7.6). Unused Care Credit earned from that payment lapses. The refund follows within 14 days of your request, to your original payment method.
  4. What you keep: the duo and the Welcome Kit. Nothing has to be returned. Your membership ends and no renewal follows.

4.4 Year: 60-day money-back guarantee

  1. Deadline: within 60 calendar days of your first delivery.
  2. Refund: your annual payment, minus the Care Credit earned from that payment that you already used on another order, unless you return the articles you bought with it (clause 4.7.6). Unused Care Credit earned from that payment lapses, remaining deliveries are cancelled and the renewal is stopped.
  3. Return: you keep the opened duo and the Welcome Kit. The other duos come back unopened (pump never primed) within 14 days of your request, with the prepaid return label we send you at our expense.
  4. Deductions: for each additional duo that comes back opened, or does not come back, €59 is deducted from the refund.
  5. Lost return parcels: we carry the transport risk of our prepaid label. The refund is paid once the carrier’s tracking shows the parcel was handed in.
  6. Timing: the refund follows within 14 days of receiving the returned duos, to your original payment method.

4.5 One money-back guarantee per customer

Each customer is entitled to one money-back guarantee in total, whichever option they start with (Try Once, 60-Day rhythm or Year). Switching plans or rejoining does not create a new guarantee. This rule never limits your statutory withdrawal right or your legal guarantee of conformity.

4.6 Packaging notice: airless pump and first-use priming

  1. Hermetic airless packaging: where KARMICARE formulas come in airless packaging, the pump creates a continuous vacuum that protects the active formulation from air, oxidation and bacterial contamination without harsh chemical preservatives.
  2. Unprimed factory state and priming: the pumps are not pre-pumped. On first use, press the pump head firmly 3 to 10 times to draw the formula into the nozzle.
  3. Primed pumps and your right of withdrawal: priming the pump and using a formula goes beyond what is needed to establish its nature, characteristics and functioning. Your statutory right of withdrawal remains. If you withdraw after priming or using a formula, we may deduct the resulting loss of value from your refund, up to the full price of that formula (Article VI.51 §2 WER). An unprimed pump and the packaging can be checked freely. Our money-back guarantees in clauses 4.2 to 4.4 are more generous and are not affected.

4.7 How to request a refund or return

  1. Email care@karmicare.com, or call +32 (0) 478 57 27 61, with your order number and the option you chose (Try Once, 60-Day rhythm or Year).
  2. For a statutory withdrawal, send the goods back within 14 days of telling us to: KARMICA BV, Returns Department, Vizierstraat 28, 8000 Bruges, Belgium. You need no return authorisation; we acknowledge your withdrawal by email and confirm the address. You pay the direct cost of return shipping, unless the return is due to a defect or our shipping error.
  3. We never charge administrative fees on a refund. On a statutory withdrawal, the only possible deduction is for diminished value under clause 4.6 (Article VI.51 §2 WER); on a refund under the legal guarantee of conformity there is none. A Care Credit amount is set off against a statutory refund only with your express agreement under clause 4.7.5. Under our voluntary guarantees and the renewal refunds, the deductions are those set out in clauses 4.3, 4.4, 9.9 and 4.7.6.
  4. Care Credit and refunds: if you paid part of an order with Care Credit, the money you paid goes back to your original payment method and the Care Credit you used returns to your balance. Care Credit earned on an amount that is refunded lapses from your balance in proportion to that amount (a partial refund cancels only the credit earned on the part refunded), because the payment it rewarded no longer exists; nothing is deducted for lapsed credit you had not used, and we never recover unused credit in cash. If you had already used part of that credit to pay for articles on another order, we identify that order, the articles concerned and the Care Credit attributable to the amount being refunded before asking for your choice. You may return those articles with the prepaid label we send you, within 14 days of receiving it: no Care Credit is deducted for the articles returned, we refund the money you paid for them, and any set-off already applied for them is reversed. If you return some of the articles, only the credit attributable to the articles you keep can be counted. The same credit is never counted twice, and no amount ever exceeds the credit attributable to the articles you keep. What applies when you keep the articles depends on the refund route: clause 4.7.5 for your statutory rights, clause 4.7.6 for our voluntary guarantees and renewal refunds. Care Credit is never paid out in cash.
  5. Care Credit on a statutory withdrawal or a legal-guarantee refund: your statutory refund (clauses 4.1 and 7) is paid in full and within the legal period whatever you decide about the articles. Any arrangement to keep the articles and pay the Care Credit attributable to them must be lawful and expressly agreed by you after we have given you the information in clause 4.7.4. We do not treat silence as agreement, and we do not delay or reduce the refund required by your statutory rights while seeking that agreement; if you do not choose, we refund in full and ask you again about the articles. Any agreed set-off is limited to an enforceable amount for the articles you keep and never recovers the same credit twice (Articles VI.50 §1 and VI.51 §5 WER; Articles 1649quinquies and 1649octies of the old Civil Code; Articles 5.254, 5.255 and 5.263 of the Civil Code).
  6. Care Credit under our voluntary guarantees and renewal refunds: under the money-back guarantees in clauses 4.3 and 4.4 and the renewal refunds in clause 9.9, you choose, after we have given you the information in clause 4.7.4, between returning the articles you bought with the credit attributable to the refunded amount (nothing is deducted for them) and keeping them, in which case that credit is deducted from the refund, as those clauses say. If you do not choose, we deduct it; if you still return the articles within the period in clause 4.7.4, we reverse the deduction. The deduction never exceeds the credit attributable to the articles you keep.

Clause 5 – Prices, shipping and discounts

Prices include VAT, your member price is protected while you stay, and memberships ship free.

  1. Prices: prices are shown on our website and at checkout. For deliveries within the European Union, they include Belgian VAT or the VAT rate of your EU country through the EU One-Stop Shop (OSS).
  2. Member price protection: the price of your membership stays the same for as long as your membership continues, including during a pause. When your membership ends, a later membership starts at the price applicable at that time.
  3. Personal offers: we may make you a personal offer, such as a member price, by email or in your account. The offer states its price and conditions; these Terms apply to everything else, including price protection.
  4. Shipping charges: memberships ship free within the European Union. For Try Once, the shipping charge for your delivery zone is shown at checkout before payment.
  5. Price reductions (Omnibus Directive): under Article VI.19/1 WER, when we advertise a price reduction, the reference price is the lowest price KARMICARE applied for that product in the 30 calendar days before the promotion.

Clause 6 – Payment methods and security

You pay through certified payment providers. We never see or store your full card details.

  1. Accepted methods: Bancontact / Payconiq, iDEAL, credit and debit cards (Visa, Mastercard, American Express, Maestro), Apple Pay, Google Pay, Shop Pay and PayPal.
  2. Security and encryption: payments are encrypted with TLS and processed by PCI-DSS Level 1 certified providers (Stripe Payments Europe Ltd. and PayPal (Europe) S.à r.l.). KARMICA BV never stores, processes or has access to your full card details.
  3. Strong customer authentication: under the revised Payment Services Directive (PSD2), online card payments use 3D Secure two-factor authentication.

Clause 7 – Legal guarantee of conformity

A faulty pump, a defective formula or a broken brush is covered for two years. Using up a formula is not a defect.

  1. Legal framework: as a consumer you have a legal guarantee of conformity under Articles 1649bis to 1649octies of the Belgian (old) Civil Code, as replaced by the Law of 20 March 2022 transposing Directive (EU) 2019/771. Nothing in this clause limits that guarantee; any term that did would be void (Article 1649octies).
  2. What conformity means: the goods must match our description, be fit for the purposes goods of that type are normally used for, and have the quality and durability that is normal for such goods and that you can reasonably expect, including on the basis of our advertising and labelling (Article 1649ter). Awake and Asleep are consumable cosmetic goods designed to be used up over a cycle of daily use (for example 30 to 60 days, depending on volume and frequency). The guarantee does not mean a formula lasts two years once opened. Normal depletion, natural bristle wear, and use beyond the Period After Opening (PAO) or the minimum durability date are not a lack of conformity.
  3. Two years, presumed from delivery: we are liable for any lack of conformity that exists at delivery and becomes apparent within two years of delivery (Article 1649quater §1). A lack of conformity that appears within those two years is presumed to have existed at delivery, unless we prove otherwise or that is incompatible with the nature of the goods or of the defect (Article 1649quater §4). It is not up to you to prove the cause.
  4. Your remedies: you choose between a free repair and a free replacement, unless the remedy you choose is impossible or would impose disproportionate costs on us compared with the other (Article 1649quinquies §§1 and 2). If we do not repair or replace within a reasonable time and without significant inconvenience to you, if we refuse, if the defect persists, or if it is serious enough, you are entitled to a proportionate price reduction or to end the contract and be refunded (Article 1649quinquies §5). Ending the contract is not possible for a minor defect, and it is up to us to prove that a defect is minor.
  5. Notification: tell us within two months of discovering a lack of conformity (Article 1649quater §2) by emailing care@karmicare.com with your order number, a description, and photos or a video of the defect. We handle every claim free of charge.
  6. Not a lack of conformity: normal depletion of a formula; natural wear of toothbrush bristles; damage caused after delivery by improper storage (extreme temperatures, direct sunlight, moisture or tampering with the pump); use after the PAO or the expiry date, although a lack of conformity that appeared before that date stays covered.

The examples below illustrate the guarantee. They never limit your legal rights.

Examples

Normal product depletion: excluded

Example: asking for a replacement because the formula has been used up.

Why: consumable cosmetics are designed to be used up; normal exhaustion fulfils the contract.

Normal bristle wear: excluded

Example: bristles splaying or softening after 2–3 months of daily brushing.

Why: routine wear and tear; dentists recommend replacing a toothbrush every 2–3 months.

Expired Period After Opening (PAO): excluded

Example: a bottle opened 18 months ago dries out.

Why: stability is certified only within the indicated PAO.

Improper storage: excluded

Example: a bottle left on a radiator or in a hot car separates.

Why: heat damage caused by storage against the storage guidelines.

Airless pump failure: covered

Example: the piston jams or the head breaks in week 2 under normal use while formula remains inside.

Remedy: free replacement, or repair if you prefer.

Formulation or batch defect: covered

Example: curdled, separated or discoloured formula on first use.

Remedy: free replacement or full refund.

Unopened stock within shelf life: covered

Example: a properly stored, unopened plan bottle goes bad before its printed expiry date.

Remedy: free replacement.

Structural toothbrush or floss defect: covered

Example: a handle snaps on day 4 or bristles shed on first use.

Remedy: free replacement.

Clause 8 – Delivery and transfer of risk

Until your parcel is in your hands, it is our responsibility.

  1. Transfer of risk (Art. VI.44 WER): the risk of loss, theft or damage in transit stays with KARMICA BV until you, or a third party you designate (other than the carrier), take physical possession.
  2. Delivery area: we deliver to addresses in the member states of the European Union. Please make sure your shipping address is complete and correct.
  3. Delivery times (estimates): Belgium, the Netherlands and Luxembourg: within 24 hours; rest of the European Union: 2–3 working days.
  4. Delays: unless another date was agreed, we deliver within 30 days of the contract. If we do not, you can ask for delivery within an additional reasonable period. If we still fail to deliver, you can end the contract and receive a full refund of everything you paid within 14 calendar days of termination.

Clause 9 – Memberships

No lock-in, a protected price and a reminder before every renewal. Gift, pause, skip or stop whenever you like.

  1. The options:Try Once is a single duo without renewal. The 60-Day rhythm delivers one duo and renews every 60 days. The Year delivers six duos, three at the start and three six months later, and renews once a year on its anniversary; a Year that starts on 29 February renews on 28 February. Prices are shown at checkout.
  2. Authorisation: when you start a membership, you authorise KARMICARE (through our payment processor, Stripe) to charge your chosen payment method automatically at each renewal: every 60 days, or once a year.
  3. Welcome Kit: your first membership order includes a Welcome Kit with a morning toothbrush, an evening toothbrush and a charcoal floss.
  4. Renewal reminder: we email you at least 5 days before every 60-Day rhythm renewal, and 30 days and 7 days before every Year renewal, so you can pause, reschedule, skip or cancel in time.
  5. Pausing: you can pause for up to 60 days at a time, and for up to 60 days in total within any 12 months. On the Year, a pause postpones your second delivery by up to 60 days; your renewal date stays the same.
  6. Cancelling: you can cancel at any time in your customer portal or by email. Cancelling stops your next renewal; it is not a refund request. Deliveries you already paid for, such as the second half of a Year, still arrive. Refunds follow clause 4; for a renewed membership, see 9.9.
  7. End of your membership: your membership ends when the last period you paid for runs out.
  8. Switching plans: to move from the 60-Day rhythm to the Year, cancel your 60-Day rhythm and start a Year membership. A switch does not create a new money-back guarantee (clause 4.5).
  9. Renewal orders and ending a renewed Year: renewal orders are dispatched two working days after the charge. If you cancel before dispatch, we refund the renewal in full. After a Year has renewed, you can end it at any time with one month’s notice; we refund €59 for every duo not yet dispatched. Care Credit earned on the refunded amount lapses; if you had already used it to pay for articles on another order, you may return those articles instead of having that credit deducted (clause 4.7.6).
  10. Gifting: you can send a delivery as a gift to another address in the European Union from your customer portal. The membership, its payments, Care Credit, the right of withdrawal and the money-back guarantee stay with you; the recipient receives the formulas only.

Clause 10 – Care Credit

Members earn Care Credit with every payment and can spend it on any order. It stays valid while you are a member, and for 12 months after.

  1. Earning: you earn Care Credit worth 10% of each 60-Day rhythm payment and 20% of each Year payment. It is available immediately after a successful payment.
  2. Other Care Credit: Year members can earn the Dental Check-up Reward as Care Credit (clause 11), and you receive €5 for completing the starting questionnaire.
  3. Spending: you can apply Care Credit to any product, including membership orders. It is deducted from that order only; it does not change your membership price or later charges.
  4. No cash value: Care Credit is never paid out in cash and cannot be transferred.
  5. Validity: Care Credit stays valid while your membership continues and for 12 months after it ends (clause 9.7). If you rejoin within those 12 months, your remaining credit carries over.
  6. Refunds: if an order is refunded, the Care Credit you used on it returns to your balance and the Care Credit earned on the refunded amount lapses in proportion; nothing is deducted for credit you had not used. If you had already used that credit on articles of another order, we tell you which order, which articles and which amount before you choose: return those articles (nothing deducted, your money for them refunded) or keep them. On a statutory withdrawal or a legal-guarantee refund, keeping them and paying the credit needs your express agreement and never delays or reduces your statutory refund; under our voluntary guarantees and renewal refunds, that credit is deducted. Clauses 4.7.4 to 4.7.6 have the full rule.

Clause 11 – Dental Check-up Reward (Year)

Year members who have their oral health checked after six months receive €40 in Care Credit, once per membership year.

  1. Who: members of the Year, in any EU member state.
  2. When: for a dental visit from six months after your first delivery until your membership anniversary.
  3. What we need: proof of the visit (an appointment confirmation or invoice) and the follow-up questionnaire. Your answers about your oral health are processed only with your explicit consent; see our Privacy Policy.
  4. Reward:€40 in Care Credit, once per membership year.

Clause 12 – Force majeure

If something truly beyond anyone’s control blocks the contract for more than 30 days, either of us can end it and you get your money back.

  1. Neither party is liable for delay or failure caused by force majeure (Article 5.226 of the Belgian Civil Code): an event beyond reasonable control that is unforeseeable, unavoidable and makes performance temporarily or permanently impossible (for example natural disasters, armed conflict, government restrictions, severe disruption of telecom or power networks, pandemic travel bans or general postal strikes).
  2. During force majeure, our obligations are suspended. If it lasts more than 30 consecutive days, either party may end the contract with immediate effect by written notice, and all prepaid amounts for undelivered goods are refunded within 14 calendar days without further compensation.

Clause 13 – Intellectual property

The Karmicare name, formulas, designs and content belong to KARMICA BV.

  1. All elements of the KARMICARE brand, website and range, including the name “KARMICARE”, trademarks, logos, proprietary cosmetic formulations, packaging designs, airless pump concepts, photographs, graphics, text, videos, scripts and educational content, are the exclusive intellectual property of KARMICA BV or its licensors and are protected by copyright, trademark and design law.
  2. Any reproduction, distribution, imitation, commercial use, decompilation or reverse engineering of KARMICARE intellectual property without our prior written permission is prohibited.

Clause 14 – Reviews and acceptable use

Every review comes from a verified order, and the site is for lawful use only.

  1. Review authenticity: reviews published on karmicare.com are collected only from verified purchasers, through automated verification after delivery. We do not publish incentivised, fake or sponsored reviews presented as organic feedback.
  2. Acceptable use: you agree to use our website and customer portal only for lawful purposes and in line with these Terms. Automated scraping, data harvesting, malicious code or interference with checkout is prohibited.

Clause 15 – Complaints, applicable law and courts

Write to us first. If we cannot agree, independent mediation is available, and the consumer law of your own country still protects you.

  1. Complaints: for questions, feedback or complaints, write to our customer care at care@karmicare.com or call +32 (0) 478 57 27 61. We reply within 2 working days and give a substantiated answer or solution within 7 working days. Customer care answers in English and Dutch.
  2. Out-of-court dispute resolution: if we cannot reach an amicable solution, European consumers can turn to independent consumer mediation: the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), North Gate II, Boulevard du Roi Albert II 8, box 1, 1000 Brussels · Tel. +32 2 702 52 00 · contact@consumentenombudsdienst.be · consumerombudsman.be/en. For a dispute across EU borders, the European Consumer Centre in your country can help; in Belgium: European Consumer Centre Belgium, Koning Albert II-laan 16, 1000 Brussels · Tel. +32 2 277 99 00 · info@eccbelgium.be.
  3. Applicable law: all agreements between KARMICA BV and its customers are governed by Belgian law. Under Article 6 of Regulation (EC) No 593/2008 (“Rome I”), this choice does not deprive a consumer living in another EU member state of the protection of the mandatory provisions of the law of their country of habitual residence.
  4. Competent courts: for consumers domiciled in the European Union, the jurisdiction rules of the Brussels I bis Regulation (EU) No 1215/2012 apply: you may bring proceedings before the Belgian courts or the competent courts of the member state where you live. For B2B purchasers, the Enterprise Court of Ghent, division Bruges, has exclusive jurisdiction.

The EU Online Dispute Resolution (ODR) platform closed on 20 July 2025, so it is no longer a route for complaints.

Annex – Model withdrawal form

Changed your mind? Send us this form, use the online withdrawal function, or simply email us a clear statement. Any of these is enough.

Complete and return this form only if you wish to withdraw from the contract. Online: Withdraw from contract here.

To: KARMICA BV (trading as KARMICARE), Vizierstraat 28, 8000 Bruges, Belgium, care@karmicare.com, +32 (0) 478 57 27 61

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

  • Product name(s):
  • Ordered on (*) / Received on (*):
  • Order reference number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s), only if this form is sent on paper:
  • Date:

(*) Delete as appropriate.

Questions about these terms? Write to care@karmicare.com. A person reads every message.