Refund policy

Consumers have a 14-day right of withdrawal.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods.

To exercise the right of withdrawal, you must inform us (Dr. Robert Jan Bartels, Nonnenstrombergstr., 22, 53757 Sankt Augustin,, phone: +491726589567) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). The easiest way is to create a return via the customer account.

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

Consequences of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this repayment. 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 earliest.

You must return or hand over the goods to us immediately and in any case within fourteen days at the latest from the day on which you inform us of the revocation of this contract. The deadline is met if you send the goods before the period of fourteen days has expired. You shall 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 of the goods that is not necessary for checking their condition, properties and functionality.

The right of withdrawal does not apply to the following contracts:
Contracts for the supply of goods which are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.

Submit a return request

  • Click on the profile icon in the store navigation or go to the refund policy and request a return.
    • Log in to your account:
    • Enter your e-mail address in the E-mail field and then click Next.
    • In your e-mail account, open the e-mail we sent you and copy the six-digit verification code contained in the e-mail.
  • Go back to the online store and enter the six-digit verification code.
  • Click on the order for which you would like to request a return.
  • If your order contains more than one item, select the items you wish to return.
  • Select a reason for the return and add a note.
  • Click on Request return.

If your return request is approved and requires shipping, you will receive an email with shipping instructions. After the product is returned, you will receive a refund.