Refund policy
Last updated: August 18, 2026
1. Right of Withdrawal
If you are a consumer, you generally have the statutory right to withdraw from your purchase contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, take possession of the goods.
If you have ordered several goods as part of a single order and the goods are delivered separately, the withdrawal period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, take possession of the last item.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear statement, for example by email or letter:
CELONIQUE GmbH
Westhafenplatz 1 | Westhafen Tower
60327 Frankfurt am Main
Germany
Email: info@celonique.com
You may use the model withdrawal form provided below, but its use is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of your right of withdrawal before the withdrawal period has expired.
2. Consequences of Withdrawal
If you withdraw from the contract, we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and no later than fourteen days from the day on which we receive notification of your withdrawal.
This reimbursement does not include additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us.
We will generally use the same means of payment for the reimbursement that you used for the original transaction, unless expressly agreed otherwise with you.
You will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the returned goods or until you have provided evidence that you have returned the goods, whichever occurs first.
3. Returning Goods After Withdrawal
You must return or hand over the goods to us without undue delay and, in any event, no later than fourteen days from the day on which you notify us of your withdrawal.
The deadline is met if you send the goods before the fourteen-day return period has expired.
Unless otherwise required by law or expressly agreed by us, you shall bear the direct costs of returning the goods.
Please package returned products carefully and securely to avoid damage during transport.
Before returning products, you may contact us at:
so that we can provide the appropriate return instructions.
4. Return Address
Unless we provide you with a different return address in connection with your return request, returns should be sent to the return address communicated by CELONIQUE GmbH.
Please do not send products to an alternative address without prior confirmation if a specific return address has been provided to you.
The registered company address is:
CELONIQUE GmbH
Westhafenplatz 1 | Westhafen Tower
60327 Frankfurt am Main
Germany
If our return-processing address differs from our registered company address, we will provide the applicable return address before the goods are returned.
5. Diminished Value of Returned Goods
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
You may inspect a product in a manner comparable to how you would reasonably inspect it in a physical retail store.
This does not affect cases in which the statutory right of withdrawal is excluded or expires prematurely.
6. Exclusion or Premature Expiry of the Right of Withdrawal
The statutory right of withdrawal does not apply, or may expire prematurely, in the circumstances provided for by law.
This includes, in particular, contracts for the supply of goods that are not prefabricated and whose production is determined by an individual selection or specification made by the consumer, or goods that are clearly tailored to the consumer's personal needs.
The right of withdrawal may also be excluded for sealed goods that are not suitable for return for reasons of health protection or hygiene if the relevant seal has been removed after delivery.
For cosmetic and skincare products, this exclusion applies only where the statutory requirements for the hygiene exception are satisfied.
This may apply, for example, where a product has a genuine hygiene or protective seal and, after removal of that seal, the particular product is no longer suitable for return for reasons of health protection or hygiene.
Opening ordinary external packaging alone does not necessarily result in the loss of the statutory right of withdrawal.
Statutory rights relating to defective, damaged or incorrectly delivered goods remain unaffected.
7. Cosmetic and Skincare Products
For health, safety and hygiene reasons, certain sealed cosmetic or skincare products may not be eligible for withdrawal once a qualifying hygiene or protective seal has been removed, where the statutory requirements for this exclusion are met.
Please therefore inspect sealed products before removing any hygiene or protective seal if you are considering exercising your statutory right of withdrawal.
The mere fact that a cosmetic product has been delivered in a box or external retail package does not automatically mean that opening that external packaging eliminates the statutory right of withdrawal.
Each case will be assessed in accordance with the applicable statutory requirements.
8. Personalized or Customized Products
The statutory right of withdrawal may not apply to goods that are manufactured according to your individual specifications, are not prefabricated, or are clearly tailored to your personal needs.
Where a product is excluded from the statutory right of withdrawal for this reason, this will normally be apparent from the nature of the product or communicated before purchase.
This does not affect statutory rights relating to defects.
9. Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If an item is damaged, defective or different from the product you ordered, please contact us as soon as reasonably possible at:
To help us process your request efficiently, please provide where possible:
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Your order number
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Your name and contact details
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A description of the problem
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Clear photographs of the product
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Photographs of the packaging where relevant
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Any other information reasonably necessary to assess the issue
We will review the matter and inform you about the appropriate next steps.
Your statutory warranty and consumer-protection rights remain unaffected.
Failure to contact us immediately does not result in the loss of statutory rights available to consumers.
10. Products Damaged During Shipping
If your package or product appears to have been damaged during transport, please document the condition of the parcel and product where reasonably possible.
Photographs of the shipping packaging, shipping label and damaged product can help us investigate the matter with the shipping provider.
Please contact:
You are not required to pursue a claim directly against the carrier where CELONIQUE GmbH remains responsible under applicable consumer law.
11. Incorrect or Missing Items
If you receive an incorrect product or your order is incomplete, please contact us at:
Please provide your order number and details of the incorrect or missing item.
Where we are responsible for the error, we will arrange an appropriate remedy in accordance with your statutory rights.
12. Refunds
Where a refund is due, it will generally be made using the same payment method used for the original transaction unless expressly agreed otherwise.
Refund processing times may vary depending on the payment provider, bank or financial institution.
After we initiate a refund, additional processing time by your payment provider may be required before the amount appears in your account.
Where a statutory withdrawal is exercised, the statutory reimbursement rules described above apply.
13. Refund of Shipping Costs
If you validly exercise your statutory right of withdrawal for the entire order, we will reimburse the cost of the least expensive standard delivery method offered by us.
If you selected a more expensive delivery option, such as express or premium shipping, we are not required to reimburse the additional amount exceeding the cost of our least expensive standard delivery method.
Return shipping costs are borne by the customer where stated in this policy and legally permissible.
Different rules may apply where the return results from defective, damaged or incorrectly delivered goods.
14. Partial Returns
If you withdraw from or return only part of an order, the amount refunded will depend on the products returned and the applicable legal requirements.
Original delivery costs are not necessarily refundable for a partial return where those costs would also have been incurred for the products retained by you.
Any refund will be calculated in accordance with applicable statutory requirements.
15. Promotional Discounts, Bundles and Free Gifts
If products were purchased as part of a bundle, promotion, multi-buy offer or similar discount arrangement, the refund amount may reflect the actual price allocated to the returned item under the promotion, to the extent legally permissible.
If a promotional gift was provided only because a specific purchase requirement was satisfied and the relevant purchase is fully withdrawn, we may request the return of the promotional gift where legally permissible.
Mandatory statutory consumer rights remain unaffected.
16. Exchanges
Unless expressly offered for a particular product, we do not guarantee a separate contractual right to exchange products.
If you wish to obtain another product, size, version or item, please contact:
Where appropriate, we may ask you to return the original product and place a new order.
Your statutory rights remain unaffected.
17. Business and Professional Customers
The statutory consumer right of withdrawal applies only to consumers.
Customers purchasing goods in the course of their commercial, self-employed or professional activity generally do not have the statutory consumer right of withdrawal unless such a right has been expressly agreed.
Returns by professional or business customers outside statutory defect rights require our prior agreement.
For professional products, devices or products subject to particular hygiene, safety or regulatory requirements, additional return restrictions may apply where legally permissible and communicated in connection with the relevant sale.
18. Statutory Rights Relating to Defects
Nothing in this Return and Refund Policy limits your statutory rights relating to defective goods.
Where goods do not conform to the contract, consumers may have statutory rights including repair, replacement, price reduction, termination of the contract or damages, depending on the applicable legal requirements and circumstances.
These statutory rights exist independently of the statutory right of withdrawal.
19. Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract.
To:
CELONIQUE GmbH
Westhafenplatz 1 | Westhafen Tower
60327 Frankfurt am Main
Germany
Email: info@celonique.com
I/We () hereby give notice that I/we () withdraw from my/our () contract for the sale of the following goods () / for the provision of the following service (*):
Ordered on () / received on ():
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is submitted on paper:
Date:
(*) Delete as appropriate.
20. Contact
For questions about withdrawals, returns, refunds, damaged products or incorrect deliveries, please contact:
CELONIQUE GmbH
Westhafenplatz 1 | Westhafen Tower
60327 Frankfurt am Main
Germany
Email: info@celonique.com
Website: www.celonique.com