RETURNS & REFUNDS
1. OVERVIEW
We want customers to receive the products they ordered in good condition.
This Returns & Refunds Policy explains the statutory withdrawal right for consumers, how to notify us of a return, how refunds are handled and what to do if a product is damaged, defective or incorrect.
Blentorina is operated by:
ASERA UG (haftungsbeschränkt)
Kurfürstenstraße 106
10787 Berlin
Germany
Email: info@blentorina.com
Phone: +49 1590 7924781
2. 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer and the statutory right of withdrawal applies to your purchase, you have 14 days to withdraw from the purchase without giving a reason.
For a standard order containing one product or several products delivered together, the withdrawal period generally starts on the day you, or a third party designated by you other than the carrier, receives the goods.
Where products from one order are delivered separately, the period generally starts when the final relevant item is received, in accordance with applicable law.
To meet the withdrawal deadline, it is sufficient to send your clear statement of withdrawal before the 14-day period expires.
3. HOW TO WITHDRAW
To exercise your withdrawal right, send a clear statement that you want to withdraw from the purchase to:
ASERA UG (haftungsbeschränkt)
Blentorina
Kurfürstenstraße 106
10787 Berlin
Germany
Email: info@blentorina.com
Phone: +49 1590 7924781
Please include enough information for us to identify the order, such as your name and order number.
You do not need to provide a reason.
4. RETURNING THE GOODS
After notifying us of the withdrawal, the goods must be sent back without undue delay and no later than 14 days after the withdrawal notice is sent.
Please contact us before sending a return so we can provide the appropriate return instructions for the order.
Unless we expressly agree to cover the return cost or applicable law requires otherwise, the customer bears the direct cost of returning the goods.
Customers should use suitable packaging and keep proof that the return was sent.
5. CONDITION OF RETURNED PRODUCTS
You may inspect a product in the same way you reasonably could in a physical shop.
You may be responsible for a reduction in value if the product has been handled beyond what is necessary to establish its nature, characteristics and functioning.
This does not remove statutory rights relating to defective or incorrectly supplied goods.
6. REFUNDS AFTER WITHDRAWAL
If you validly withdraw from the purchase, we will refund payments received for the returned goods and, where required by law, the cost of the least expensive standard delivery method offered for the original order.
If you selected a more expensive delivery option, the additional amount above the cost of our least expensive standard delivery option is not required to be refunded.
Refunds will be made without undue delay and no later than 14 days after we receive the withdrawal notice. We may withhold the refund until we have received the returned goods or you provide evidence that the goods were sent back, whichever occurs first, where permitted by law.
The refund will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and does not cause additional fees to you.
7. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The statutory withdrawal right may not apply in situations provided by law, including certain goods that:
- Are made to the customer's specifications or are clearly personalized.
- Are liable to deteriorate or expire rapidly.
- Are sealed and are not suitable for return for health protection or hygiene reasons once the seal has been removed.
- Become inseparably mixed with other goods after delivery because of their nature.
An exception is applied only where the legal requirements for that exception are met.
8. DAMAGED, DEFECTIVE OR INCORRECT GOODS
The statutory withdrawal right is separate from your rights if goods are defective, damaged or do not match the order.
If you receive a damaged, defective or incorrect item, contact info@blentorina.com as soon as reasonably possible and provide:
- Your order details.
- A short description of the problem.
- Photographs of the item and packaging where these help show the issue.
We will review the issue and provide an appropriate remedy in accordance with statutory consumer rights. Depending on the circumstances, this may involve replacement, repair, price reduction, cancellation or refund.
Where we are responsible for sending defective or incorrect goods, reasonable return costs will be handled in accordance with applicable law.
9. NON-RETURNABLE ITEMS OUTSIDE THE STATUTORY WITHDRAWAL RIGHT
Where a statutory exception applies, we may not be able to accept a change-of-mind return.
For hygiene-sensitive or sealed products, please check the product before opening protective seals if you may wish to return it.
Your legal rights for defective products remain unaffected.
10. REFUND TIMING
After a refund has been issued by us, the time needed for it to appear in your account depends on the payment provider and financial institution.
We cannot control the processing time of banks or independent payment providers after the refund has been submitted.
11. CANCELLING BEFORE DISPATCH
If you contact us before an order is dispatched, we will try to stop it before shipment.
We cannot guarantee cancellation once fulfilment has started. If the order has already been dispatched, the statutory withdrawal process may still be available to consumers.
12. MODEL WITHDRAWAL INFORMATION
You can exercise your withdrawal right by sending any clear statement to info@blentorina.com.
If you prefer to use a written form, you may send the following information:
To:
ASERA UG (haftungsbeschränkt)
Blentorina
Kurfürstenstraße 106
10787 Berlin
Germany
Email: info@blentorina.com
Statement:
I hereby withdraw from the contract concluded for the purchase of the goods identified below.
Information to include:
- Product or order:
- Ordered on:
- Received on:
- Consumer name:
- Consumer address:
- Date:
- Signature, only if the form is submitted on paper:
13. CONTACT
Blentorina
ASERA UG (haftungsbeschränkt)
Kurfürstenstraße 106
10787 Berlin
Germany
Email: info@blentorina.com
Phone: +49 1590 7924781
Website: https://blentorina.com