Refund policy
RETURNS
Our return policy is valid for 30 days. If your purchase was made more than 30 days ago, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, along with all accessories, and returned to the seller. If you no longer have the original packaging, it is your responsibility to use another suitable package to protect the product from damage during transit. You are also liable for any compensation claims arising from damage due to inadequate packaging.
If your order includes any free gifts, please return them as well to receive a full refund of the purchase price. If you decide to keep any part of the products, we can only issue a partial refund.
Certain items are entirely exempt from being returned, including perishable goods such as food, newspapers, or magazines. We also do not accept returns on intimate or hygiene products, hazardous materials, or flammable liquids or gases.
Additionally, the following items cannot be returned:
- Gift cards
- Downloadable software products
- Certain health and personal care items (especially if opened)
To complete your return, we require a receipt or proof of purchase.
In certain situations, only partial refunds are granted (if applicable):
- Items with obvious signs of use
- Items not in their original condition, damaged, or missing parts for reasons not due to our error
- Items returned after more than 30 days post-delivery
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you whether your refund has been approved or rejected.
If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.
Late or missing refunds
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 a processing time before a refund is posted to your account.
If you’ve done all this and still haven’t received your refund, please contact us at contact@taneraskin.com.
Sale items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded unless granted as a courtesy to the customer.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at contact@taneraskin.com, and after confirmation, send your item to:
Tanera Skin UG
Paul-Robeson-Straße 4
10439 Berlin
Germany
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift voucher for the value of your return. Once the returned item is received, a gift voucher will be emailed to you.
If the item wasn’t marked as a gift when purchased or the gift giver had the order shipped to themselves to give it to you later, we will send a refund to the gift giver, and they will be informed about your return.
Shipping
To return your product, please send it to:
Tanera Skin UG
Paul-Robeson-Straße 4
10439 Berlin
Germany
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
The time it takes for your exchanged product to reach you may vary depending on where you live.
If you are shipping an item over €50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
CANCELLATION POLICY
I. Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you or a third party named by you (other than the carrier) took possession of the goods.
To exercise your right of withdrawal, you must inform us (Tanera Skin UG, Paul-Robeson-Straße 4, 10439 Berlin, email: info@taneraskin.com) by means of a clear declaration (e.g., a letter sent by post or an email) of your decision to withdraw from this contract. You may use the attached model withdrawal form, but it is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.
II. Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including delivery costs (except for any additional costs arising from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless expressly agreed otherwise with you; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event no later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Withdrawal Form
If you wish to withdraw from the contract, please fill out this form and send it back to:
Tanera Skin UG
Paul-Robeson-Straße 4
10439 Berlin
Germany
I hereby withdraw from the contract I concluded for the purchase of the following goods (*)/provision of the following service (*):
_________________________________________
Ordered on (*)/received on (*):
_________________________________________
Name of consumer(s):
_________________________________________
Address of consumer(s):
_________________________________________
Signature of consumer(s) (only for paper submissions):
_________________________________________
Date:
_________________________________________
(*) Delete if not accurate.