Refund policy

  1. Revocation instructions

  2. Consequences of revocation & bearing of costs

  3. Returns after revocation and in the event of a complaint

  4. This is how paid returns work after revocation

1. Cancellation policy
Right of withdrawal

You have the right to cancel the contract you have entered into with us within 14 days without giving a reason. The cancellation 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 last goods.

To exercise your right of withdrawal, you must do the following: Write us an email (orders@ellenity.com) or a letter (Ellenity GmbH, Albisblick 51, 6319 Allenwinden, Switzerland) and inform us of your withdrawal from the contract. You can use the sample revocation form attached below, but this is not absolutely necessary. If you make use of the withdrawal via e-mail, we will immediately (e.g. by e-mail) send you a confirmation of receipt of your withdrawal.

If you want to revoke the contract, please fill out the revocation form in the footer of our website and send it back with sufficient postage to:

Ellenity GmbH
Albisblick 51
6319 Allenwinden
Switzerland

ATTENTION: THIS ADDRESS IS ONLY VALID FOR THE CANCELLATION DECLARATION. SEE SECTION

BELOW FOR THE SHIPPING ADDRESS FOR THE GOODS YOU WISH TO RETURN

2. Consequences of the revocation & bearing of costs

The return costs, i.e. the costs incurred for returning the goods to us within the framework of the right of withdrawal, are to be borne in full by you as the customer. This means that you bear the direct costs of returning the goods in connection with the cancellation.

All payments that we have received from you, including any delivery costs (delivery costs are any original shipping costs incurred to send the goods from us to you) will be refunded to you if you properly cancel an order in accordance with these provisions. Please note: If you did not have to bear any shipping costs, you will not be reimbursed for any shipping costs. In addition, in the event of a proper revocation, we will only reimburse you for the costs for the cheapest standard delivery offered by us: You will not be charged any additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us replaced.

The repayment will be made immediately and at the latest within 14 days from the day on which we received the notification of your cancellation of the contract in question. For this repayment, we use the same means of payment that you used in the original transaction, unless something else was expressly agreed with you; under no circumstances will you be charged for this repayment.

We can refuse the repayment until we have received the goods back or until you have provided proof that you have sent back the goods, whichever is earlier.

You only have to pay for any loss in value of the goods if this loss in value is due to the handling of the goods that is not necessary to establish the nature, properties and functionality of the goods.

3.Returns after revocation and in the event of a complaint

Please note the following general information for returns:

Clarification: Observing the following information is not a prerequisite for the effective exercise of the right of cancellation in accordance with the section "Instructions on cancellation"

Return policy applicable to all orders

We can only accept a return if all of the following conditions are met:

  • the product is new, in its original packaging and unopened,

  • Any hygiene seal is completely intact and undamaged,

  • we have received the return in due form.

The shipping package you received from the courier should be reused if possible to return the products you wish to return to us. If the original shipping package is no longer in your possession, another suitable package should be used to ensure adequate protection against transport damage and to avoid any claims for damages due to damage caused by defective packaging.

If your order includes free products, we ask that you return them as well in order to receive a full refund of the purchase price. If you keep parts of the products, we can only give you a partial refund.

Conditions for returning bundles

With our bundles, several Ellenity products are combined at a special price. Bundles are made up of individual products to form an overall product and can therefore only be returned together as a bundle. Returns of bundles can therefore only be accepted if they are returned as a bundle with all associated items together. Bundles can also only be returned if they are properly returned. Therefore, all products contained in the bundle must be new, in their original packaging and unopened, as well as any hygiene seals that are completely intact and undamaged. Finally, the return including all bundle components must have been properly received by us.

Returns in the event of a complaint

If items have arrived damaged or have other defects, you can of course complain. Please contact our customer service via orders@ellenity.com

4. This is how paid returns work after revocation

1. Step: Parcels from the EU can, for example, be returned via DHL (select the option "return label/return slip not available") and parcels from Switzerland via Post . Please enter your order number and your address to generate the return label.

2. Step: Please enter the recipient address exactly and completely as follows:


Address for returns from the EU:
SG Spedition GmbH
c/o Ellenity GmbH
Hauptstrasse 99
78244 Gottmadingen
Germany


Address for returns from Switzerland:
SG Spedition AG
c/o Ellenity GmbH
Anthoptstrasse 4
8222 Beringen
Switzerland

If you do not return your shipment to the correct address, unfortunately we cannot refund you the purchase amount.

3. Step: Print out the return label sent by email from DHL or Swiss Post and attach it to the outside of the shipping package of the products to be returned.You can then send the package back to us at your own expense

in the nearest post office (EU) or on the post office (CH).

Once the package has arrived at our warehouse, been inspected and qualified as proper, we will refund you the appropriate amount. If one or more products are not properly received by us, we will inform you of this and you may be refunded a percentage of the purchase amount.

Please note that the repayment will be made via the originally selected payment method, unless otherwise agreed.

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100% ZUFRIEDENHEITSGARANTIE

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