Complaints and returns

Return Policy and Complaint Conditions

The right of withdrawal for online orders is 14 days. If more than 14 days have passed since your purchase, no refund or exchange can be processed.

To qualify for the return of goods, items must be unused and in their original condition.

To complete your return, we require a receipt or proof of purchase.

Complaints about Damaged Goods
If you receive damaged goods, you have 14 days to report this to us. However, we strongly recommend contacting us immediately upon receipt of the package and documenting the damage. Please send us photos of the damaged item along with the relevant documents (e.g., invoice) by email to info@rossen-kosmetik.de.

Partial Refunds (if applicable)
There are certain situations where no partial refunds are granted:

• Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
• Any item returned more than 14 days after delivery.

Refunds (if applicable)
Once your return is received, you will receive a confirmation email. After the return is inspected and the item meets the requirements for a refund, you will receive a credit on your original payment method within a few days.

Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still haven’t received your refund, please contact us at info@rossen-kosmetik.de.

Sale Items (if applicable)
Only regular-priced items may be refunded. Sale items or promotional-priced items are excluded from refunds.

Complaints and Exchanges (if applicable)
We only replace items if they are defective or damaged and after the item has been received.
If you wish to exchange it for the same item, please email us at info@rossen-kosmetik.de and send the item to:

K+R Reinigungssysteme,
Köngenerstraße 10e2,
73770 Denkendorf

Shipping Costs
You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you can vary.

If you are shipping an item over €50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.