Withdrawal from the contract within 14 days
Which products can be returned and which cannot?
By law, you have 14 days to withdraw from the contract and return goods. However, there are exceptions, especially for hygiene reasons or where the value of the goods has been reduced through use during this period. Please read these rules carefully to avoid unnecessary misunderstandings. Thank you 💛
You have the right to withdraw from a distance purchase contract within 14 days of receiving the goods, unless a legal exception applies. Withdrawal is also possible before delivery is accepted.
If you are purchasing as a business using a company ID / VAT ID, you do not have the right to withdraw from the contract within 14 days without giving a reason, as this right applies only to consumers. Business purchases are governed by different rules.
14-day return period (by law)
You may withdraw from the contract within 14 days of receiving the goods, or within 14 days of receiving the final delivery in the case of split shipments. You may also return goods that were only inspected or tested in a way that would be possible in a physical store.
Hygiene exceptions
Some products cannot be returned once opened or once their protective seal has been broken. This usually applies to items that, for hygiene reasons, are no longer suitable for resale. For these products, the condition of the packaging or safety seal is decisive.
Protective seals and packaging
If a product is equipped with a safety sticker, protective seal, or closed packaging, it may only be returned if this protection remains intact. Once opened, the product may no longer be eligible for return for hygiene reasons.
Reduction in product value
If the goods have been handled beyond what is necessary to determine their nature, characteristics, and functionality, a reduction in their value may be taken into account. In other words: normal inspection is fine, actual use is not.
Returning diffusers – what is still acceptable?
| Situation / Product type | Withdrawal / Return option | Note |
|---|---|---|
| Standard unopened goods | Yes, can be returned within 14 days of receipt. | The goods should be returned complete, clean, and ideally in the original packaging. |
| Goods with a protective seal / safety sticker | No, if the seal or sticker has been broken. | This especially applies to hygiene-sensitive products. |
| Essential oils / aroma oils | Yes, but only if the packaging is unopened and the seal is intact. | Once the safety seal is broken, the product can no longer be returned. |
| Samples | Yes, but only if unopened and undamaged. | Once the protective packaging has been opened, return is no longer possible. |
| Product sets / bundles | Yes, but only if the entire set is returned in unopened packaging. | Individual parts of a set cannot be returned separately. |
| Diffusers (electric / battery-powered) | Yes, when tested only for normal functionality without oil. | A short test without oil is acceptable. After use with oil, the product cannot be returned. |
| Goods used beyond normal inspection | Return may be limited or the refund amount may be reduced. | The extent of use and reduction in product value will be assessed. |
| Custom-made goods | No, withdrawal is not possible. | This includes made-to-order products or products modified according to the customer’s request. |
| Perishable goods | No, withdrawal is not possible. | For example, products with a short shelf life. |
| Digital content without a physical medium | Usually no, if consent to immediate supply was given and the customer was informed of the loss of the withdrawal right. | For example, downloaded files or digital access products. |
Returning oils, samples, and sets
- Oils are sealed. Once the safety sticker is broken, return is no longer possible.
- The same applies to sets and samples — if the seal on the box is broken, the goods cannot be returned.
- Individual parts of a set cannot be returned separately.
- Unopened, undamaged packaging may be returned within the legal 14-day period.
How can I withdraw from the contract?
To withdraw from the contract, please use our online form or contact customer support. Include your order number, the date of receipt, and your preferred return method.
Who pays the return shipping costs?
Standard return shipping costs are usually borne by the customer unless agreed otherwise. If the goods are faulty or were delivered incorrectly, the seller will cover the return costs.
What if I return a damaged product?
If you return goods damaged on your side or used beyond what is necessary for normal inspection, the reduction in value of the goods may be taken into account. If damage occurs during transport, please inform us immediately.