Returns
RETURNS
CHANGED YOUR MIND?
You have the right to withdraw from your purchase within 30 days without giving any reason.
The withdrawal period begins on the day on which you, or a third party nominated by you, receives the goods.
To exercise your right of withdrawal, please inform us clearly of your decision before the 14-day period expires.
For complete information, please refer to our Right of Withdrawal and the applicable cancellation form.
IMPORTANT INFORMATION
SUPPLEMENTS AND CONSUMABLE PRODUCTS
For health, hygiene and product-safety reasons, sealed supplements and consumable products cannot be returned once the protective seal has been removed.
Products may only be returned if they are unopened, unused and in their original sealed packaging.
This restriction does not apply if the product is faulty, damaged, incorrect or otherwise does not conform to the order.
HEALTH AND WELLNESS DEVICES
Devices must be returned complete and, where possible, in their original packaging.
Please include all accessories, cables, manuals and other components supplied with the product.
You may inspect the product in the same way you would reasonably inspect it in a physical store. We reserve the right to reduce the refund if the product has been used or handled beyond what was necessary to inspect its nature, characteristics and functionality.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
If your order arrives damaged, faulty, incomplete or incorrect, please contact us before returning it.
Please include your order number and clear photographs or videos showing the issue.
Your statutory rights relating to faulty, damaged or incorrectly supplied goods remain unaffected.
HOW TO RETURN YOUR ORDER
STEP 1 — CONTACT US
Before sending your return, please contact us at:
Please include:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return, where applicable
STEP 2 — COMPLETE THE RETURN FORM
Please complete our Return Form and include it inside your parcel.
This allows us to identify your order and process your return as quickly as possible.
STEP 3 — PACK YOUR RETURN SECURELY
Please ensure that the product is:
- Securely packaged
- Complete
- Accompanied by all accessories and manuals
- Protected against damage during transport
Where possible, please use the original product packaging.
STEP 4 — SEND YOUR RETURN TO
Health Solutions Germany UG
Neue Straße 20
37170 Uslar
Germany
Please do not send parcels without sufficient postage.
We strongly recommend using a tracked shipping service and keeping your proof of postage until the return has been completed.
RETURN DEADLINE
After notifying us of your withdrawal, you must send the goods back within a further 14 days.
The deadline is met if you send the goods before the 14-day return period has expired.
REFUNDS
Once we have received and inspected your return, the refund will be issued using the original payment method.
We may withhold the refund until:
- We have received the returned goods, or
- You have provided evidence that the goods have been sent back
Where applicable, we will also refund the cost of our least expensive standard delivery option.
Additional costs resulting from your choice of express, premium or another more expensive delivery method will not be refunded.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.
RETURN SHIPPING COSTS
The direct cost of returning the goods is borne by the customer when the return is based on a change of mind or withdrawal.
If the product is confirmed to be faulty, damaged, incomplete or incorrectly supplied, we will provide an appropriate solution and may reimburse reasonable return shipping costs or provide a prepaid return label.
RETURNS THAT CANNOT BE ACCEPTED
Unless required by applicable law, we cannot accept returns of:
- Opened supplements or consumable products
- Sealed health or hygiene products after the seal has been removed
- Products damaged through improper use or handling
- Products that have been modified or repaired without authorisation
- Products with missing essential accessories or components
- Gift cards
- Products not purchased directly from DR SKINPRO®
- Returns sent after the applicable return period
ORDER CANCELLATIONS
Orders are prepared for dispatch as quickly as possible.
Please contact us immediately if you wish to cancel or amend your order. Once the order has entered processing or has been dispatched, changes may no longer be possible.
In this case, the normal return procedure applies after delivery.
QUESTIONS?
For any questions regarding returns or refunds, please contact:
Please include your order number so that our team can assist you as quickly as possible.
This returns policy does not limit or exclude any mandatory statutory rights available to you under applicable consumer law.