Refund policy
Cancellation Policy
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
NEL Commerce
Offenbacher Straße 109
63263 Neu-Isenburg
Germany
Email: support@hanna-health.de
by means of a clear statement, for example by email, of your decision to withdraw from this contract.
You may use the attached model withdrawal form, but it is not obligatory. To exercise your right of withdrawal, a clear statement by email is sufficient.
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.
Consequences of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs. Excluded are additional costs arising from your choice of a delivery method other than the cheapest standard delivery offered by us.
The refund will be made promptly and no later than 14 days from the day on which we receive the notification of your withdrawal.
We will use the same means of payment that you used for the original transaction unless expressly agreed otherwise with you. You will not incur any fees as a result of this refund.
We may withhold the refund until we have received the goods back or you have provided evidence that you have sent back the goods, whichever is earlier.
You must return or hand over the goods to the return address provided by us without undue delay and in any event no later than 14 days from the day on which you notify us of the withdrawal from this contract.
The deadline is met if you send back the goods before the period of 14 days has expired.
You bear the direct costs of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exclusion or Early Expiry of the Right of Withdrawal
The right of withdrawal does not exist or may expire early for goods,
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which are not suitable for return due to health protection or hygiene reasons if their seal has been removed after delivery;
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which have been made to customer specifications or are clearly tailored to personal needs;
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which can spoil quickly or whose expiration date would be quickly exceeded.
Voluntary 30-Day Return Option
In addition to the statutory right of withdrawal, we offer you a voluntary return option within 30 days of receipt of the goods.
This voluntary return option only applies if the following conditions are met:
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The return is made within 30 days of receipt of the goods.
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The products are unopened, unused and complete.
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The products are in the original packaging.
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The return was previously registered by email with our customer service.
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The return costs are borne by the customer unless expressly agreed otherwise.
After receipt and inspection of the returned goods, we will refund the corresponding purchase amount via the original payment method, provided the return conditions are met.
The voluntary 30-day return option does not restrict your statutory right of withdrawal or your statutory warranty rights.
Initiate Return
To initiate a return or withdrawal, please contact our customer service by email:
Please provide your order number, your name, and the email address you used to place the order.
We will then send you further information about the return and the appropriate return address.
Model Withdrawal Form
We will gladly provide you with a model withdrawal form upon request by email. The use of this form is not mandatory. To exercise your right of withdrawal, a clear statement by email is sufficient.