Refund policy
RETURNS
In addition to your statutory 14-day right of withdrawal, we offer a voluntary return policy of a total of 30 days from receipt of the goods. If more than 30 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.
Conditions:
- The goods are unused and in their original packaging.
- All accessories are included.
- You bear the direct cost of returning the goods.
- The return is made within 30 days of receiving the goods.
For the “Peeling Glove” we additionally offer a voluntary 30-day money-back guarantee. This means: if you are not satisfied within 30 days of receipt, we will refund the purchase price (excluding shipping costs and discounts) without you having to return the item. This guarantee is a voluntary goodwill gesture and does not constitute a legally enforceable claim. We reserve the right to reject individual requests on a case-by-case basis. The guarantee applies only to items purchased via the online shop (www.taneraskin.com), not to goods purchased from third-party sellers such as Amazon or in physical retail stores.
So that we can grant you a refund under our voluntary 30-day return policy, the item should be returned unused, undamaged and ideally in its original packaging. All accessories should be included.
If the original packaging is no longer available, please choose suitable protective packaging to avoid transport damage. Please note that in the event of damage caused by inadequate packaging, we may refuse a refund in whole or in part.
Your statutory 14-day right of withdrawal remains unaffected.
Please note: For sealed personal care products such as creams or serums, there is no right of withdrawal if the hygiene seal has been removed after delivery. This protects our customers and complies with Section 312g (2) No. 3 of the German Civil Code (BGB).
Unsealed products (e.g. exfoliating gloves or other accessories) can be returned within 14 days under the statutory right of withdrawal even if the packaging has been opened, but not if the products have been used.
If your order includes free products, please return these as well in order to receive a full refund of the purchase price. If you keep some of the products, we can only issue a partial refund.
Some items are completely excluded from returns; among others, perishable goods such as food, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
In addition, the following items cannot be returned:
- Gift cards
- Downloadable software products
- Opened health and personal care products
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 that are no longer in their original condition, are damaged or are missing parts for reasons not due to our error.
- Items returned more than 30 days after delivery.
REFUNDS
Once we have received and inspected your return, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed. After a few days, a credit will automatically be applied to the credit card or original method of payment used for the purchase.
Late or missing refunds
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company. 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 to your account.
If you've done all of this and you still have not received your refund, please contact us at contact@taneraskin.com.
Sale items
Reduced or discounted items are not excluded from the statutory right of withdrawal. However, under our voluntary 30-day return policy, the following applies: refunds for sale items are granted as a gesture of goodwill only and are not guaranteed.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, send us an email at contact@taneraskin.com and, after our confirmation, send your item to:
atrikom fulfillment Gesellschaft für Projekt-Dienstleistungen mbH
c/o Tanera Skin
An der Kreuzlache 8
65474 Bischofsheim
Germany
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn't marked as a gift when purchased, or was shipped to the gift giver, we will send the refund to the gift giver and they will be informed about the return.
Shipping
To return your product, send it to:
atrikom fulfillment Gesellschaft für Projekt-Dienstleistungen mbH
c/o Tanera Skin
An der Kreuzlache 8
65474 Bischofsheim
Germany
Buyers are responsible for paying the shipping costs for returning their item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
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.
INSTRUCTIONS ON WITHDRAWAL
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 who is not the carrier, took possession of the goods.
To exercise your right of withdrawal, you must inform us (Tanera Skin GmbH, Paul-Robeson-Straße 4, 10439 Berlin, Germany, email: info@taneraskin.com) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
II. Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of 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 you have expressly agreed otherwise; 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 not 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 have to bear the direct cost 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 would like to exercise your statutory right of withdrawal, please fill out this form and submit it. You will receive a confirmation from us by email.