Effective date: 29 June 2026
Return Policy
This Return Policy explains how returns, refunds, exchanges, damaged goods, and hygiene-sensitive cosmetic products are handled for purchases made through qms-schoenheits-lounge.com. It applies in addition to your statutory consumer rights under German and European law.
Right of withdrawal for consumers
If you are a consumer, you generally have a statutory right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period begins on the day on which you, or a third party named by you who is not the carrier, receive the goods. Pursuant to Section 312g (2) No. 3 of the German Civil Code (BGB), the right of withdrawal does not apply to, or expires prematurely for, contracts involving the delivery of sealed goods which are not suitable for return due to health protection or hygiene reasons if their seal has been removed or broken after delivery.
Because of this, medical-grade skincare and cosmetic products purchased from our store can only be returned if they are completely unopened, unused, and in their original, intact protective seal or cellophane packaging. To exercise your right of withdrawal, you must inform us by means of a clear statement before the withdrawal period expires.
The contact details are provided in the imprint and on the contact page of this website. Your statutory warranty rights remain unaffected by this return policy.
Cosmetic hygiene exclusions
For reasons of health protection and hygiene, sealed goods that are not suitable for return may be excluded from withdrawal if their seal has been removed after delivery.
This applies in particular to skincare products, cosmetic products, serums, creams, ampoules, masks, peels, make-up, applicators, and comparable hygiene-sensitive items if the protective seal, hygiene film, original seal, or comparable safety packaging has been opened, removed, damaged, or otherwise compromised.
Please do not open or test products if you may wish to return them under the statutory withdrawal rules.
Return process
Please contact us before returning goods so that we can provide the correct return instructions. Returns must be packed securely and sent back in a condition that allows proper inspection.
You are responsible for the direct cost of returning the goods unless we have expressly agreed otherwise or the return is due to an error on our part.
We recommend using a tracked shipping service. We cannot accept responsibility for return shipments that are lost, delayed, or damaged in transit before they reach us.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, we will refund the payments received from you, including the standard delivery costs of the original shipment where required by law.
Refunds are issued using the same payment method used for the original transaction unless expressly agreed otherwise. We may refuse repayment until we have received the goods back or until you have provided proof that you have sent the goods back, whichever occurs earlier.
Additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us are not refundable unless required by law.
Damaged, incorrect, or defective items
If you receive an item that is damaged, incorrect, incomplete, or appears defective, please contact us as soon as possible and include your order number, a description of the issue, and clear photos where appropriate.
We will review the case and, where applicable, provide a replacement, repair, refund, or other remedy in accordance with your statutory rights.
Please keep the product, packaging, and shipping materials until the case has been clarified.
Exchanges
Exchanges depend on product availability and the condition of the returned item. For hygiene-sensitive cosmetic products, exchanges may be refused if the product has been opened, used, unsealed, damaged, or otherwise cannot be resold for health protection or hygiene reasons.
If an exchange is not available, we may offer a refund or another solution in accordance with your statutory rights.
Contact
Questions about returns, refunds, damaged goods, or exchanges should be sent to QMS Schönheits Lounge, Marisca Kugler, Münchener Str. 49, 85051 Ingolstadt, Germany. Email: kontakt@schoenheits-lounge-in.de. Phone: 0172 / 65 73 129 or 0841 / 13 99 00 41. Please include your order number so that we can process your request efficiently.
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