Right to cancellation
- Complaint Instructions -
If a customer discovers that a product purchased from us is defective or does not match the description, they can conveniently submit their complaint online using our complaint form.
For the form, you will need all relevant information regarding the defect, as well as proof of purchase (e.g., order number and purchase date). Additionally, clear photos of the product are required. The label and the back of the bottle must be clearly legible in the pictures. Please also include detailed images of the issue, where the defect is clearly visible.
Note for mold-related complaints:
Please also provide clear photos of the bottle while it is still filled and/or unopened. Unfortunately, complaints supported only by images of completely empty bottles cannot be considered.
Please note:
We can only provide a replacement if we receive clear and legible photos of both the batch number and the product.
Important:
Please do not return the product before we have contacted you. Once we have received and reviewed the complaint form, we will reach out to you promptly to discuss the next steps.
- Consequences of a Product Complaint -
Possible solutions under the legal warranty include either a product exchange or a refund of the purchase price. You will receive all necessary return shipping instructions only after we have contacted you.
If the complaint is justified, we will cover the return shipping costs.