WITHDRAWAL &SATISFACTION

Electronic withdrawal, cancellation and returns

A statutory withdrawal submitted within the applicable period does not depend on our approval. The 24–48-hour period relates only to the personal review and practical processing of the next steps.

You may also exercise your statutory right of withdrawal by any other unequivocal statement sent by email or post. Use of the model form below is optional. Please do not send goods before receiving the return instructions applicable to your order.

Statutory right of withdrawal

If you are a consumer and a statutory right of withdrawal applies to your purchase, you have the right to withdraw from the contract within 14 days without giving a reason.

For goods, the period begins on the day on which you or a third party nominated by you, other than the carrier, receives the goods. If several goods from one order are delivered separately, the period begins upon receipt of the last item. For goods delivered in several parts, it begins upon receipt of the last part.

To exercise the right, inform us by an unequivocal statement before the period expires:

It is sufficient to send the declaration before the withdrawal period expires. A prior service enquiry can help us allocate the order, but is not a condition for an effective statutory withdrawal.

Consequences of statutory withdrawal

If you withdraw effectively, we refund payments received for the affected contract, including the cost of our least expensive standard delivery. Additional costs resulting from choosing a more expensive delivery method, such as express delivery, are not refunded.

The refund is made without undue delay and no later than 14 days after receipt of the withdrawal declaration. We generally use the same payment method as for the original transaction unless expressly agreed otherwise and this causes no cost to you.

We may withhold the refund until we have received the goods or until you provide evidence that you have sent them, whichever occurs first.

Returning goods after statutory withdrawal

You must send the goods without undue delay and no later than 14 days after declaring withdrawal. You bear the direct cost of returning the goods.

After your declaration has been received, we provide the return address and practical instructions applicable to your order. Returns are accepted at a separate ANTLITZWERK receiving and quality-control point and not at the Munich business address. This protects the traceability of each return.

You choose and pay the carrier yourself. Depending on the provider, you can print a label or use a QR code at a parcel shop. We recommend a tracked service and keeping the proof of posting until the return is completed.

You are responsible for any diminished value only where it results from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods and the statutory requirements for compensation are met.

Sealed hygiene goods

The statutory right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene if the seal has been removed after delivery.

This does not mean that every opened cosmetic product is automatically excluded. The statutory conditions and the specific product and packaging are decisive. Statutory rights concerning defective or incorrectly supplied goods remain unaffected.

Voluntary 30-day satisfaction guarantee

In addition to statutory rights, ANTLITZWERK offers a voluntary 30-day satisfaction guarantee for products purchased directly through antlitzwerk.de.

You can submit a request within 30 calendar days after receiving the goods if a product has not met your expectations. The voluntary guarantee applies under the following conditions:

• the request is submitted within 30 days after receipt;
• the product was used as intended;
• you briefly and honestly explain why it did not meet your expectations;
• you provide reasonable additional information if needed to understand and document the case.

If a return is required, we provide the appropriate return instructions. You organise and pay the return shipment yourself. Once the product has been received and reviewed, the purchase price of the confirmed product is refunded.

Shipping costs and optional additional delivery services are not refunded under the voluntary guarantee unless a statutory right requires otherwise. Returned cosmetics are documented, assessed according to our quality and hygiene standards and are not placed back on sale by ANTLITZWERK.

The satisfaction guarantee is a voluntary additional service. It does not restrict the statutory right of withdrawal, statutory warranty rights or any other mandatory consumer rights.

Model withdrawal form

You may use the following form, but you are not required to do so: