1. Right of Withdrawal (B2C)
If you are a consumer (a private individual not purchasing for business purposes), you have the right to withdraw from your order within 14 days of receiving the goods — without giving any reason. This right is provided under EU Directive 2011/83/EU and German law (§ 312g BGB).
The 14-day withdrawal period begins on the day you, or a third party you have named, physically receive the goods.
To exercise your right of withdrawal, you must inform us of your decision before the deadline expires. Contact us by email:
Email: contact@circonis.com
Please include your order number and a clear statement that you wish to withdraw from your purchase.
After notifying us, you must return the goods to us without undue delay and no later than 14 days after informing us of your withdrawal decision.
2. Business Orders (B2B)
If you are purchasing as a business — for example, you provided a VAT number or purchased in a company name — the statutory right of withdrawal does not apply. This is consistent with EU consumer law, which applies only to private consumers.
We understand that problems can still arise. If you have an issue with a business order, please contact us at contact@circonis.com. We review each case individually and will work to find a fair solution where possible.
3. Condition of Returned Goods
To be eligible for a return, items must meet all of the following conditions:
- Unused and in original condition
- In the original, undamaged packaging
- All labels, seals, and closures must be intact and unbroken
4. Return Shipping Costs
Who is responsible for return shipping depends on the reason for the return:
- Change of mind or no longer needed: the customer is responsible for return shipping costs.
- Defective, damaged in transit, or incorrect item sent: Circonis covers the return shipping cost. Please contact us first — we will arrange the return.
We recommend using a tracked shipping service. We cannot accept liability for items lost or damaged during return transit.
5. How to Return an Item
Please follow these steps to return an item. Do not send goods back without contacting us first — unsolicited returns may be refused.
| Step | Action |
|---|---|
| 1 | Email contact@circonis.com with your order number and reason for return. Wait for our confirmation before sending anything. |
| 2 | Pack the item securely in its original packaging. Include your name and order number inside the parcel. |
| 3 | Ship the item to the return address we provide in our reply. Use a tracked shipping method. |
| 4 | Send us the tracking number by email so we can monitor the return. |
6. Refunds
Once we receive and inspect the returned item, we will notify you by email. If the return is approved, we will process the refund to your original payment method (the card used via Stripe).
Refunds are typically processed within 5–10 business days of receiving the returned goods. Your bank or card issuer may take additional time to post the credit to your account — this is outside our control.
If you paid a shipping fee and are returning the item due to a change of mind, the original outbound shipping cost is non-refundable. If you are returning due to a defect or error on our part, the full amount including shipping will be refunded.
7. Non-Returnable Items
The following items cannot be returned:
- Products where the tube, jar, or seal has been opened or used — unless proven defective
- Items returned without prior contact and written approval from Circonis
- Items that arrive back damaged due to insufficient packaging by the customer
- Business orders, unless agreed individually as a goodwill gesture
8. Damaged or Incorrect Items
If your order arrived damaged in transit, or if you received the wrong product, please contact us within 48 hours of delivery:
Email: contact@circonis.com
Please include:
— Your order number
— A description of the issue
— Photos of the item and the packaging
We will resolve the issue as quickly as possible — by sending a replacement or issuing a full refund including any shipping costs paid.