Refund and Return Policy

Request a return or cancellation online

Request a return or cancellation in your customer account

Sign in using the email address associated with your order and the one-time code sent to you by email. Select your order and the relevant items. Depending on the shipping status, you can request a cancellation or return. After submitting your request, you will receive an email confirmation of receipt.

If this feature is unavailable for your order, you can still exercise your right of withdrawal by emailing info@koesmetik.de or writing to KÖsmetik GmbH, Königsallee 60B, 40212 Düsseldorf. You do not need to give a reason to exercise your statutory right of withdrawal, and it does not require approval. A return or cancellation request for an individual subscription order does not automatically end the subscription; you can manage it separately.

Refund and return policy

The following information about the statutory right of withdrawal applies to consumers. We handle complaints about defective or damaged goods separately under statutory warranty rights.

Canceling before shipping

If you would like to cancel an order before it ships, please email us at info@koesmetik.de as soon as possible. If the order has not yet been processed for shipping, we will check whether cancellation is possible. Your statutory right of withdrawal does not depend on canceling within one hour or obtaining our prior approval.

Notice of the right of withdrawal

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or independent professional activity.

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day on which you or a third party designated by you, who is not the carrier, took possession of the goods. If you ordered several goods as part of a single order and they are delivered separately, the period begins when you receive the last item. If an item is delivered in several partial shipments or pieces, the period begins when you receive the last partial shipment or piece. For a contract for the regular delivery of goods over a specified period, the period begins when you receive the first item.

To exercise your right of withdrawal, you must inform us (KÖsmetik GmbH, Königsallee 60B, 40212 Düsseldorf, Germany, Email: info@koesmetik.de, Fax: 0211-41740502) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post, fax or email). You may use the model withdrawal form below, but this is not required.

To meet the withdrawal deadline, it is sufficient for you to send your notice exercising your right of withdrawal before the withdrawal period expires.

Consequences of withdrawal

If you withdraw from this contract, we will refund all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we receive notice of your withdrawal from this contract. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees for this refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs first.

You must return or hand over the goods to KÖsmetik GmbH, Königsallee 60B, 40212 Düsseldorf, Germany, without undue delay and in any event no later than fourteen days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you send the goods before the fourteen-day period expires.

You bear the direct costs of returning the goods.

You are only liable for any loss in value of the goods if that loss in value is due to handling the goods in a way that was not necessary to examine their nature, characteristics and functioning.

Exclusion of the right of withdrawal for sealed hygiene products

The right of withdrawal does not apply to contracts for the supply of sealed goods that are unsuitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery. Merely opening ordinary shipping or outer packaging does not automatically exclude the right of withdrawal. Your statutory rights regarding defects remain unaffected.

Model withdrawal form

If you wish to withdraw from the contract, please complete this form and return it. Use of this form is voluntary.

To: KÖsmetik GmbH, Königsallee 60B, 40212 Düsseldorf, Germany, Email: info@koesmetik.de, Fax: 0211-41740502

I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*) / the provision of the following service (*):

__________________________________________________

Ordered on (*) / received on (*): ____________________

Consumer's name: ________________________

Consumer's address: ____________________

__________________________________________________

Consumer's signature (only for notification on paper): ____________________

Date: ____________________

(*) Delete as applicable.

Returns and packaging

Please package the goods securely for transport and include your order number if possible. Please use the original packaging where possible. Not having the original packaging does not automatically exclude your statutory right of withdrawal; the exception explained above applies to sealed hygiene products.

Defects, incorrect items or transport damage

Please contact us at info@koesmetik.de and describe the problem. Photos of the goods or packaging can help us assess it. Reporting the issue immediately or providing photos is not a prerequisite for exercising your statutory rights regarding defects. For valid claims relating to defects, we will bear the costs required by law, including necessary transport costs for subsequent performance.

Questions about product tolerability

If you cannot tolerate a product, discontinue use and contact info@koesmetik.de with any questions about your order. Your statutory rights remain unaffected.