Last updated: 01.06.2026
This Returns & Refunds Policy applies to purchases made through www.german-care.com This policy does not limit any mandatory statutory consumer rights under German or EU law.
If you are a consumer within the meaning of applicable law, you generally have the right to withdraw from an online purchase within fourteen (14) days without giving any reason.
For goods, the withdrawal period generally begins on the day on which you or a third party designated by you receives the goods. EU consumer guidance confirms the 14-day cooling-off period for distance purchases and that, for goods, it usually runs from delivery.
To exercise your right of withdrawal, you must inform us by a clear statement, for example by email info@german-care.com
You may use our Withdrawal Form, but this is not mandatory.
Where legally required, we provide an electronic withdrawal function on our website.
From 19 June 2026, Germany's new § 356a BGB requires businesses that allow consumers to conclude distance contracts through an online user interface to provide an electronic withdrawal function during the withdrawal period.
To meet the withdrawal deadline, it is sufficient that you send your withdrawal declaration before the withdrawal period expires.
If you withdraw from the contract, we will refund all payments received from you, including standard delivery costs, except for additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us.
We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs earlier.
Unless we agree otherwise, the customer bears the direct costs of returning the goods when exercising the right of withdrawal, provided that we informed the customer of this before purchase.
EU guidance states that customers may be responsible for return postage during the cooling-off period if the seller informed them of this before purchase.
Returned goods should be sent back complete, unused, undamaged, and, where applicable, in the original packaging.
The customer may inspect the goods as they would normally be allowed to do in a physical shop. If the goods are used beyond what is necessary to inspect their nature, characteristics, and functioning, the customer may be responsible for any loss in value.
For health protection and hygiene reasons, the right of withdrawal may be excluded for sealed goods that are not suitable for return if the seal has been removed after delivery.
This may apply to cosmetic and personal care products, including creams, deodorants, shampoos, sun protection products, and personal care kits, where the product seal, hygiene seal, protective wrapping, or safety closure has been opened or removed.
We therefore cannot accept returns of opened, unsealed, used, contaminated, or damaged hygiene-sensitive products, unless the product is defective or mandatory law provides otherwise.
If you receive a defective, damaged, or incorrect product, please contact us as soon as possible at: info@german-care.com
Please include:
This does not limit your statutory warranty rights.
Refunds will be made using the same payment method used for the original transaction unless expressly agreed otherwise.
We do not charge refund fees.
Please send returns only after contacting us or following the return instructions provided on our website.
Return address: you will receive an email with the address based in your location.
The statutory consumer right of withdrawal does not apply to business customers unless expressly agreed in writing.
We reserve the right to investigate suspicious return activity, repeated misuse, false claims, or fraudulent conduct. This does not limit mandatory consumer rights.
