Shipping, Returns, and Cancellation Policies
1) Scope / Definitions
These shipping, returns, and cancellation policies apply to all orders placed through our online shop (distance selling contracts).
A "consumer" is any natural person who acts for purposes that are predominantly outside their trade, business, or profession.
2) Shipping Conditions
2.1 Delivery Area / Delivery
We deliver to the delivery areas specified in the shop.
Delivery is made to the address provided by the customer during the ordering process.
2.2 Shipping Costs
Shipping costs are transparently displayed during the ordering process.
Any promotional shipping conditions (e.g., "free shipping from...") apply exclusively during the communicated period and only under the conditions specified there.
2.3 Delivery Time / Partial Deliveries
Delivery times are indicated in the shop. The period begins – depending on the payment method – after the contract is concluded or after payment is received.
We are entitled to make partial deliveries as long as this is reasonable for the customer. Additional shipping costs will only arise if this is expressly agreed upon.
2.4 Acceptance Delay / Non-Deliverability
If a delivery fails for reasons attributable to the customer (e.g., incorrect address, no pickup at the parcel station/store, refusal of acceptance without legal grounds), the customer bears the costs incurred as a result, particularly return shipping costs and possibly new shipping costs.
We reserve the right to issue a refund only after receiving and inspecting the goods in these cases, deducting the actual shipping/return costs incurred.
3) Return / Exchange (voluntary return policy)
A voluntary return or exchange (beyond legal rights) is not offered unless expressly agreed otherwise in writing on a case-by-case basis.
Statutory warranty rights remain unaffected.
4) Right of withdrawal – Principle and decisive exclusions for perfume (hygiene/seal)
4.1 Principle
Consumers generally have a right of withdrawal (see withdrawal information below).
4.2 Exclusion/expiration of the right of withdrawal for sealed hygiene and health protection goods
The right of withdrawal does not exist for contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
This particularly applies to: perfumes / extrait de parfum / fragrance oils / fragrance samples, provided they are delivered with a hygiene or originality seal.
Any unsealing is decisive. The exclusion applies regardless of whether the fragrance was "only briefly tested" or how much content remains.
4.3 What is considered "unsealing" / "opening" (evidence and practical definition)
For clarification (not exhaustive), a product is considered unsealed/opened if at least one of the following criteria is met:
the hygiene/originality seal has been removed, damaged, cut, or otherwise is no longer completely intact,
the original packaging has been opened in such a way that resealing is no longer possible,
the spray head/applicator has been activated or the contents have been removed (even just once),
the product shows traces of odor, liquid, wear, fingerprints, scratches, or other signs of use that would prevent it from being resold as new.
Consequence: In these cases, a cancellation is legally excluded, and a return will be refused.
5) Consequences of cancellation – return, refund, shipping costs, right of retention
5.1 Return shipping costs (cost burden on the consumer – only effective with notice)
If the consumer exercises their right of cancellation (unless excluded), the consumer bears the direct costs of the return, provided this has been communicated in the cancellation policy.
Unpaid returns will not be accepted and will be at the sender's expense.
5.2 Refund – timing / right of retention
We will refund all payments received from the consumer without delay and no later than 14 days from the day we receive the notice of cancellation.
We may withhold the refund until we have received the goods back or until the consumer has provided proof that they have returned the goods – whichever is the earlier point in time (statutory right of retention).
5.3 Shipping Costs (Standard Delivery)
In the event of a cancellation, we will refund the delivery costs up to the amount of the cheapest standard delivery we offered.
If the consumer explicitly chooses a more expensive shipping method (e.g., express), only the costs of the cheapest standard delivery will be refunded; the additional costs will be borne by the consumer.
5.4 Partial Cancellation / Subsequent Removal of Free Shipping Thresholds
If the consumer cancels only part of the order, the refund will be made proportionally.
If shipping costs were waived as part of a promotion (e.g., "free shipping from...") and this condition is subsequently removed by the partial cancellation, we reserve the right to consider the standard shipping costs incurred at the time of the refund, as far as this is legally permissible and has been communicated transparently.
5.5 Diminution in Value / Use Beyond Examination
The consumer is liable for any loss in value of the goods if this loss in value is due to handling that is not necessary for the examination of the nature, characteristics, and functioning of the goods.
For fragrance products, it applies: Testing by spraying/taking goes beyond a mere visual inspection. For sealed goods, unsealing already leads to the exclusion of the right of withdrawal (Section 4.2).
6) Returns Processing – Binding Procedure (Protection Against Abuse)
Returns in the context of a valid cancellation must be sent to the address specified in the cancellation policy.
The return shipment must be made in such a way as to avoid transport damage (suitable outer packaging, cushioning, secure fixation).
Shipments without adequate packaging that cause transport damage may result in a damage/value reduction assessment.
We document returns for the purpose of evidence preservation (e.g., photo/video documentation upon receipt of goods, seal condition, condition of packaging). This serves for objective examination, especially in cases of alleged transport damage or disputes over unsealing/use marks.
7) Rejection of unauthorized returns / Cost consequences
Returns that occur outside of a valid cancellation (e.g., unsealed hygiene/fragrance products) will not be accepted as returns.
In these cases, the goods may – at our discretion – be returned to the customer at the customer's expense or (if economically/organizationally necessary) disposed of after a reasonable period. There is no entitlement to a refund.
In these cases, the customer is particularly responsible for the return shipping costs as well as any additional handling costs, as far as legally permissible and necessary, to cover the expenses incurred due to the unauthorized return.
8) Transport damage / Incorrect delivery
Obvious transport damage should be reported to the carrier immediately if possible and communicated to us without delay. Failure to do so does not affect legal rights but facilitates the settlement.
In the case of incorrect deliveries, we ask for immediate notification so that we can arrange for a quick resolution.
A) Right of withdrawal information (direct copy)
Right of withdrawal information
Right of withdrawal information
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 you or a third party designated by you, who is not the carrier, have taken possession of the goods.
To exercise your right of withdrawal, you must inform us
[Company name / legal form]
[Address]
[Email]
[Phone (optional)]
by means of a clear statement (e.g., a letter sent by post or an email) about your decision to withdraw from this contract. You can use the attached sample withdrawal form for this, but it is not mandatory.
To meet the withdrawal deadline, it is sufficient that you send the notification of exercising the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you withdraw from this contract, we will refund you all payments we have received from you, including delivery costs (except for the additional costs resulting from your choice of a different type of delivery than the least expensive standard delivery offered by us), without delay and at the latest within fourteen days from the day on which we received the notification of your withdrawal from this contract.
For this refund, we will use the same payment method that you used for the original transaction, unless something else has been expressly agreed with you; in no case 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 is the earlier.
You must return the goods immediately and in any case no later than fourteen days from the day you inform us of the cancellation of this contract. The deadline is met if you send the goods before the fourteen-day period has expired.
You bear the direct costs of returning the goods.
You only have to pay for any loss in value of the goods if this loss in value is due to handling them in a way that is not necessary for checking their nature, characteristics, and functioning.
Exclusion or expiration of the right of withdrawal
The right of withdrawal does not exist for contracts for the delivery of sealed goods that are not suitable for return for health protection or hygiene reasons if their seal has been removed after delivery.
B) Sample withdrawal form (direct copy)
Sample withdrawal form
(If you want to withdraw from the contract, please fill out this form and send it back.)
To:
[Company name / legal form]
[Address]
[Email]
I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*):
Ordered on (*)/received on (*):
Name of the consumer(s):
Address of the consumer(s):
Signature of the consumer(s) (only for notification on paper):
Date:
(*) Delete as applicable.