Refund policy
Last updated: [30.03.2026]
1. Return Period
We offer a 14‑day return period for all customers from the date of delivery. If you are a consumer resident in the EU/EEA or the UK, this 14‑day period also corresponds to your statutory right of withdrawal under applicable consumer protection laws. To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement by email to support@cosmerna.com within this 14‑day period.
If you withdraw from the contract in accordance with your statutory right, we will reimburse all payments received from you for the products, including the cost of the least expensive type of standard delivery offered by us, without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw.
2. Eligibility for Returns
To the extent permitted by law and unless an exception applies (see section 3 below), returned products must be:
• Unused and unopened,
• In their original condition and packaging, including all seals, accessories, and labels, and
• Accompanied by proof of purchase (order number, receipt, or invoice).
We reserve the right to make a deduction from your refund if the value of the products has been diminished by your handling of them beyond what is necessary to establish their nature, characteristics, and functioning.
3. Non-Returnable Items
For reasons of health protection and hygiene, you do not have a right to withdraw from the contract in respect of:
• Products which have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons (for example, opened or used cosmetics or personal care products),
• Items marked as “Final Sale”,
• Gift cards and promotional items that were provided free of charge.
4. Return Shipping Costs
Change of mind (statutory withdrawal):
• If you exercise your statutory right of withdrawal, you will bear the direct cost of returning the products to us, unless we have agreed otherwise.
• We will refund the price you paid for the products and, where applicable, the cost of the least expensive type of standard delivery offered by us to your delivery address. Any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery will not be refunded.
Change of mind (returns outside the statutory withdrawal right, if accepted by us):
• If we accept a return outside your statutory right of withdrawal, you are responsible for all return shipping costs.
• In such cases, refunds may be processed excluding both outbound and return shipping costs.
Defective or incorrect items:
• If the products are defective, damaged, or incorrect, we will cover the return shipping cost or provide an alternative solution (such as a replacement) at our discretion.
Any customs duties, taxes or import charges paid by you to local customs authorities are non‑refundable by us. You may contact your local customs office to see if a refund is possible.
5. Return Address
Returns must be sent only after approval to:
Ludwig-Erhard-Straße 30-34, Eschborn, Germany (65760)
6. Refund Processing
Once we receive and inspect the returned item, we will notify you of the refund status. If your return is approved, we will process the refund without undue delay and, in the case of statutory withdrawal, no later than 14 days from the day on which we are informed of your decision to withdraw. Depending on your payment provider or bank, it may take an additional 5–10 business days for the refund to appear in your account.
7. Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us as soon as reasonably possible and preferably within 7 days of delivery, providing your order number and photos of the product and packaging. This will help us process your claim more efficiently. We will offer a replacement or refund as appropriate.
8. Exchanges
We do not offer direct exchanges.
If you wish to change an item, please return the original product and place a new order.
9. Contact
For return or refund enquiries:
support@cosmerna.com