Complaints and returns

Returns and Complaints

 

Right of Withdrawal and Return of Goods

In accordance with German consumer law (§ 355 BGB – Right of Withdrawal in Distance Selling Contracts), you have the right to withdraw from your order within 14 days of receiving the goods, without stating a reason.

To exercise your right of withdrawal, please contact us within this period by email at info@rossen-kosmetik.de or by phone at 015732033980. You can then request a refund or exchange.

 

Requirements for a Return:

• The item must be unused, undamaged, and in its original packaging.

• The return must be made within 14 days of your withdrawal notice.

• Please include the purchase receipt with the return shipment.

Please note: Discounted items (sale products) are excluded from returns and refunds.

Once the returned goods are received, their condition will be inspected. In case of visible signs of use, damage, or incorrect handling, we reserve the right to reject the refund. In such cases, we will return the item to you at your expense.

Refunds:

Refunds will be processed no later than 14 days after receipt of the goods or after exercising the withdrawal, provided all conditions are met. The refund will be issued via the original method of payment.

Note: Return shipping costs are borne by the customer, except in the case of a wrong delivery or damaged product.

Damaged Goods and Complaints

Please inspect the package immediately upon delivery in the presence of the courier. If the package is visibly damaged, please refuse acceptance and have the damage documented directly by the courier.

We unfortunately cannot accept later claims for packages that were visibly damaged upon delivery.

If you discover a hidden defect upon opening the package (e.g., leaking product, missing item), please contact us within 24 hours of delivery.

Send us an email to info@rossen-kosmetik.de including:

• Order number

• Description of the defect

• Clear photos of the product contents and packaging

Complaints submitted more than 24 hours after delivery cannot be considered for organizational reasons.

Exchanges and Special Cases (e.g., Allergic Reactions)

An exchange is generally only possible if the item is defective or damaged. In that case, please contact us in advance via email.

If you experience an allergic reaction to one of our products, please send us a detailed description and, if possible, clear photos of the reaction to info@rossen-kosmetik.de. Our team will review the case individually and work with you to find a suitable solution (e.g., exchange, product advice, or a refund in exceptional cases).

Please note:

– Every person's skin reacts differently.
– Individual intolerances or allergic reactions do not constitute a product defect in the legal sense (§ 3 Product Liability Act) and do not automatically entitle you to a refund.
– Our products are developed in accordance with EU Cosmetics Regulation (EC) No. 1223/2009 and undergo required safety assessments.

If you are unsure about compatibility, we recommend conducting a patch test before full use.

Important Notes on Returns

Returns should be sent only after prior arrangement to the following address:

K+R Reinigungssysteme
Köngenerstraße 10e2
73770 Denkendorf – Germany

Return shipping costs are borne by the customer. For items over €50 in value, we recommend using an insured shipping method with tracking.

Promotional or discounted items are excluded from exchange unless a defect can be proven.