Complaints and returns

Right of Withdrawal

Under German consumer law (§ 355 BGB – Right of Withdrawal for Distance Contracts), you have the right to withdraw your order within 14 days of receiving the goods, without giving any reason.

To exercise your right, contact us within this period at info@rossen-kosmetik.de or +49 157 32033980.

 

 

Conditions for Returns:

- Item must be unused, undamaged, and in original packaging.

- Return must be made within 14 days after withdrawal.

- Include proof of purchase.

- Sale items are excluded from returns.

 

 

After receiving the returned goods, we inspect their condition. Refund may be refused in case of visible use, damage, or improper handling.

 

 

Refunds:

Refunds are issued no later than 14 days after we receive the returned goods or after you have exercised your right of withdrawal. The refund will be made using the same payment method used during the original purchase.

Note:
Return shipping costs are borne by the customer, except in cases of incorrect delivery, damaged goods, or if the wrong product was sent.

Additional note:
If the customer decides to return the product – regardless of whether the package was delivered on time or delayed – the customer is responsible for the return shipping costs, unless the issue is caused by us.

For damaged, incorrect, or defective items, we cover the return shipping costs.

 

Special note regarding uncollected shipments:

If a package remains in the post office, parcel locker, or delivery center for more than 7 days and is automatically returned to us, the customer does not need to pick it up if they wish to return it.

Once the package arrives back at our facility and the return process is completed, we contact the customer and issue a cancellation or refund (provided that the conditions for return are met).

 

 

Damaged Goods & Complaints

Check the package upon delivery. If damaged, refuse acceptance and have it documented.

Later complaints about visible transport damage cannot be accepted.

 

 

Hidden damage (e.g., leaked product, missing item) must be reported within 24 hours to info@rossen-kosmetik.de with:

- Order number

- Description

- Photos of product and packaging

 

 

Exchanges & Special Cases (e.g., allergic reactions)

Exchanges only if the product is defective. Contact us by email.

For allergic reactions, provide description and photos. Each case is evaluated individually.

 

Notes:

- Skin reactions vary individually.

- Allergic reactions are not considered product defects under §3 Product Liability Act.

- All products comply with EU Cosmetics Regulation (EC) 1223/2009.

 

 

Returns only after prior agreement to:

K+R Reinigungssysteme

Köngenerstraße 10e2

73770 Denkendorf

Germany

 

 

Customer bears return costs. Insured shipping recommended. Sale items excluded unless defective.