Return and Refund Policy
We want you to be satisfied with your purchase. If a product does not meet your expectations, you can initiate a return within 30 days of receiving the goods.
This voluntary return option is in addition to your statutory right of withdrawal. Your statutory rights, especially the statutory right of withdrawal and statutory warranty rights, remain unaffected.
1. Return Period
You can register a return with us within 30 days of receiving the goods.
Please contact us in advance by email at:
Please include your order number, your name, the email address used for the order, and the reason for the return in your message.
2. Conditions for a Return
For a return to be accepted under our voluntary 30-day return policy, the following conditions must be met:
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The return is registered within 30 days of receiving the goods.
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The product is unused, unopened, and in its original packaging.
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The product is in a hygienically flawless and resalable condition.
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Labels, seals, protective films, tags, and accessories are fully present if they are part of the product.
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The return is sent to the return address provided by us.
For health protection and hygiene reasons, opened, used, or unsealed products may be excluded from returns.
3. Return in 3 Easy Steps
Step 1: Register Return
Send us an email at:
Please provide your order number, your name, the email address used for the order, and the reason for your return.
We will review your request and then send you further information about the return and the appropriate return address.
Step 2: Send Back Goods
Please carefully pack the goods and send them back to the return address provided by us.
We recommend choosing a shipping method with tracking so that the return can be traced.
The immediate costs of the return shipment are borne by the customer unless otherwise expressly agreed.
Please keep the shipping receipt until your return has been fully processed.
Step 3: Receive Refund
After your return has been received and inspected by us, we will refund the corresponding purchase amount.
The refund is usually made within 14 working days after receipt and inspection of the return via the original payment method.
4. Non-Returnable Products
A return may be excluded for:
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opened, used, or unsealed hygiene and care products;
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products showing signs of use, dirt, or damage not caused by us;
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products whose packaging, seals, or protective films have been removed for hygiene reasons;
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personalized or custom-made products;
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products not returned completely or without accessories.
We reserve the right to refuse a refund or to demand reasonable compensation if the returned goods do not meet the return conditions.
5. Damaged, Defective, or Incorrect Items
If you have received a damaged, defective, or incorrect item, please contact us as soon as possible by email at:
Please send us your order number as well as photos of the goods and packaging so that we can review the case and offer a suitable solution.
In such cases, depending on the situation, we will consider a replacement delivery, refund, or another appropriate solution.
6. Return Shipping Costs
The costs of the return shipment are borne by the customer unless otherwise expressly agreed.
For damaged, defective, or incorrectly delivered items, we will cover the return shipping costs as required by law or after reviewing the individual case, or provide a suitable solution.
7. Refund
Refunds are generally made via the original payment method used for the order.
Please note that depending on the payment provider or bank, it may take a few additional days for the refund to be visible in your account.
Original shipping costs will only be refunded if legally required or expressly agreed.
8. Statutory Right of Withdrawal
This return and refund policy applies in addition to your statutory right of withdrawal.
Information about your statutory right of withdrawal can be found in our withdrawal policy, which is available in our online shop.
9. Contact
If you have questions about returns or refunds, you can reach us at:
NEL GLOBAL COMMERCE LIMITED
Flat 5, 4/F, Won Hing Building
74–78 Stanley Street
Central
Hong Kong
Company Registration No.: 80469761
Business Registration Certificate No.: 80469761-000-05-26-1
Email: support@hanna-health.de