Return Policy

This Return Policy ("Policy") sets out in detail the terms and conditions under which you may return skincare products purchased from or through Suppliertrend ("we", "us", "our"), the process for requesting a refund or exchange, and your rights and our obligations in connection with returns and refunds. Please read this Policy carefully before making a purchase. By placing an order for our skincare products (including but not limited to our Gentle Daily Cleanser, Nourishing Face Serum, and Daily Moisturiser SPF 20) through our website suppliertrend.world or through any other authorised sales channel, you agree to the terms of this Return Policy to the extent that they apply to your order. If you have any questions or need clarification on any point, please contact us before completing your purchase. Our contact details are set out at the end of this Policy.

Scope

This Policy applies to physical skincare products sold by Suppliertrend via our website suppliertrend.world or through other authorised channels (such as direct sales or authorised retailers where we have agreed to honour this Policy). It covers our full range of skincare products, including cleansers, serums, moisturisers, and any other physical goods we offer for sale. This Policy does not apply to digital content (such as e-books or downloadable guides, if any), services (such as consultations, if any), or products sold by third parties, even if such products are linked from or mentioned on our website. For transactions with third parties, the third party's return and refund policy will apply, and we encourage you to read those policies before purchasing. Where we act as an intermediary or refer you to a third-party seller, we will make this clear and the third party's terms will govern.

Your Statutory Rights

Nothing in this Return Policy affects or limits your statutory rights as a consumer under applicable law. This Policy is in addition to, and does not replace, those rights. Where there is any conflict between this Policy and your statutory rights, your statutory rights prevail. If you are a consumer in the European Union or the European Economic Area, you have rights under the Consumer Rights Directive (2011/83/EU) and national implementing legislation (including the German Civil Code (BGB) and the Act on Off-Premises and Distance Sales). In particular, you may have the right to withdraw from a distance or off-premises contract within 14 days of the day on which you (or a third party you designate) acquire physical possession of the goods, without giving any reason. You may exercise this right by informing us of your decision to withdraw (for example, by a clear statement sent by post or email). If you exercise your right of withdrawal within the 14-day period, we will reimburse all payments received from you, including delivery costs (except for any additional costs arising from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and in any event not later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent them back, whichever is the earliest. You must send back the goods without undue delay and in any event not later than 14 days from the day you inform us of your withdrawal. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. You may also have rights regarding defective goods (see "Damaged or Defective Goods" below) and, in some jurisdictions, additional rights that cannot be excluded by contract. We recommend that you familiarise yourself with the consumer protection laws applicable in your country of residence.

Eligibility for Returns

We accept returns of unopened and unused skincare products in their original, sealed packaging within 30 days of the date of delivery to you (or to the person you designated to receive the goods), subject to the conditions set out in this Policy. The 30-day period gives you time to receive the product, inspect it, and decide whether you wish to keep it. For hygiene and safety reasons, and in line with industry practice for cosmetics and skincare, we cannot accept returns of products that have been opened, used, or where the seal or packaging has been broken or tampered with, unless the product is defective, not as described, or we have sent the wrong item. Once a product has been opened or used, we cannot resell it and must dispose of it; therefore we are unable to offer a refund or exchange in such cases except where the product is faulty. If you have received a product that is damaged in transit, defective, or does not match the description on our website (for example, wrong product, wrong size, or incorrect ingredients listed), please contact us as soon as possible, ideally within 14 days of delivery. We will work with you to resolve the issue promptly; resolution may include a replacement product sent at our expense, a full refund including any shipping costs you incurred, or another solution we agree with you. We may ask you to provide photographs or other evidence to help us assess the issue. We may also ask you to return the product for inspection where necessary to confirm the defect or to comply with our quality control or legal obligations.

Return Process

To initiate a return, you must contact us within the applicable return period (within 30 days of delivery for non-defective returns, or within a reasonable time for defective or incorrect items) using the contact details provided on our website: Reinhardtstraße 15, 10117 Berlin, Germany, or our contact form. When you contact us, please provide your order number (if you have one), the name and quantity of the product(s) you wish to return, and the reason for the return. This information helps us process your request quickly and correctly. We will confirm whether your return is accepted and, if so, provide you with instructions for sending the product back. These instructions will include the return address to use, any reference number or return authorisation number to include on the package or in the accompanying note, and any other requirements (for example, how to pack the product). You are responsible for packing the product securely so that it is not damaged in transit, and for the cost of return shipping unless we have agreed otherwise (for example, in the case of a defective or incorrect item, we may provide a prepaid return label or arrange for collection). We strongly recommend using a trackable and insured delivery service and keeping proof of postage (such as a receipt or tracking number) until we have confirmed receipt. We are not responsible for items lost or damaged in transit until they are received by us at our designated return address. If a return is lost in transit and you cannot provide proof of postage, we may not be able to process your refund. If you are returning a product from outside Germany, you are also responsible for complying with any customs or export formalities and for any associated costs; see "International Returns" below.

Condition of Returned Products

Returned products must be in resaleable condition: unopened, unused, and in the original packaging with all labels, seals, and any protective packaging intact. Products that show signs of use (for example, product residue, altered consistency, or missing seals), have been opened, or are not in their original packaging may be refused. If we refuse a return on these grounds, we may send the product back to you at your expense, or we may dispose of it in accordance with our policies and applicable law; we will inform you of our decision. If we accept a return of a product that does not fully meet these conditions (for example, in exceptional circumstances, for a defective item where we have asked you to return it for inspection, or where we have agreed a partial refund), we may deduct an amount from the refund to reflect the reduced value of the product, or we may offer a partial refund. We will inform you in advance before processing any such deduction and will give you the opportunity to dispute it. Any deduction will be proportionate and based on the actual loss of value. For defective items that we have requested back for inspection, we will not make a deduction merely because the product has been opened or used to the extent necessary to discover the defect.

Refunds

Once we have received the returned product and inspected it, and confirmed that it meets our return conditions (or that we have agreed to accept the return despite minor deviations), we will process your refund without undue delay and in any event within 14 days of the day we received the product back (or, if later, within 14 days of the day you provide evidence that you have sent the product back, or within 14 days of the day we confirm we will refund without requiring return, as applicable). Where required by applicable law, we will refund within the period specified by that law (which may be longer than 14 days in some jurisdictions). The refund will be made using the same payment method you used for the original purchase, unless we have expressly agreed otherwise with you (for example, a refund to a different card or by bank transfer). You will not receive a refund of the original shipping cost you paid unless the return is due to our error (for example, we sent the wrong product, a defective product, or a product that does not match the description). If you paid for return shipping, we will not reimburse that cost unless we have agreed to do so (for example, for defective or incorrect items). Any customs duties, taxes, or import charges you paid on the original delivery are your responsibility and will not be refunded by us unless required by law. The refund may take additional time to appear in your account depending on your bank or payment provider; typically it is within 5 to 10 business days after we have processed it. If you have not received your refund within the expected time, please contact us and we will investigate. We will not charge any fee for processing a valid refund unless permitted by law and disclosed to you in advance.

Exchanges

If you wish to exchange a product for a different variant (for example, a different size, fragrance, or product type from our range, such as exchanging the Gentle Daily Cleanser for the Nourishing Face Serum), please contact us. In most cases, we will treat an exchange as a return of the original product followed by a new purchase of the desired product. You would return the original product in accordance with this Policy (including the condition and time limits), and once we have received and accepted the return and processed your refund, you may place a new order for the product you want. We do not guarantee that the product you want will be in stock at the time of your return; if it is out of stock, we will refund you for the returned item and you may order the desired product when it is available again. In specific cases we may offer a direct exchange (where you send back the original product and we send the replacement in one coordinated process); if we do, we will inform you of the process and any additional terms (for example, whether you need to pay a price difference or additional shipping). Exchanges are subject to the same condition requirements as returns; the product you return must be unopened and in resaleable condition unless we have agreed otherwise for a defective or incorrect item.

Non-Returnable Items

For hygiene and safety reasons, and in accordance with applicable regulations governing the sale of cosmetics and skincare products, we do not accept returns of skincare products that have been opened or used, except where the product is defective, not as described, or we have sent the wrong item. This is standard practice in the industry because opened products cannot be resold and may pose hygiene risks. Gift cards, vouchers, digital content (if any), and any items explicitly marked as non-returnable at the time of purchase are also excluded from our standard return process. If an item is marked as final sale or non-returnable, that will be clearly stated on the product page or at checkout. If you are unsure whether a particular item is returnable, or if you have special circumstances (for example, an allergic reaction to an unopened product that you have not used but have opened to check ingredients), please contact us before placing your order or before opening the product, and we will advise you. We may, at our discretion, make exceptions in rare cases, but we are not obliged to do so.

International Returns

If you are returning a product from outside Germany, you are responsible for complying with any customs, export, or other legal requirements applicable in your country and in Germany, and for the cost of return shipping and any associated duties or taxes. We are not responsible for any customs duties, taxes, delays, or seizures imposed by your country or by customs authorities. When you return a product from abroad, you may need to complete customs documentation (for example, a customs declaration stating that the goods are being returned); we can provide basic information on request, but you should check with your carrier and local authorities. Refunds will be processed in the currency and via the payment method of the original transaction. Your bank or payment provider may apply fees or exchange rate fluctuations when converting the refund back into your local currency; we are not responsible for those fees or fluctuations. If the original payment was in euros, we will refund in euros unless we have agreed otherwise. The time it takes for the refund to reach you may be longer for international transactions. If you have any questions about international returns, please contact us before sending the product back.

Damaged or Defective Goods

If you receive a product that is damaged in transit, defective (for example, faulty packaging, contamination, or a manufacturing defect), or not as described on our website (for example, wrong product, wrong size, or incorrect or missing contents), please contact us within a reasonable time. We recommend contacting us within 14 days of delivery so that we can investigate promptly and, where relevant, involve the carrier or our suppliers while evidence is fresh. When you contact us, please provide your order number, a description of the issue, and, if possible, photographs showing the damage or defect. We may ask you to return the product for inspection so that we can confirm the issue, identify the cause, and prevent recurrence; in that case, we will typically provide a prepaid return label or reimburse your return shipping costs once we have confirmed the defect. Once we have confirmed that the product was damaged, defective, or not as described, we will offer you a replacement (sent at our expense) or a full refund, including any applicable shipping costs you paid for the original delivery and, where we have asked you to return the item, the cost of return. Our offer will be in accordance with your statutory rights; in the European Union, for example, you have the right to have the goods brought into conformity (repair or replacement) or to a price reduction or refund if the goods are defective. This Policy does not affect your right to claim under any manufacturer warranty or guarantee that may apply to the product. If you believe you have received a defective product, we take your report seriously and will work with you to resolve the matter fairly and in compliance with the law.

Withdrawal Form and Model Instructions

If you are a consumer in the European Union or the European Economic Area and you wish to withdraw from your contract, you may use the following model withdrawal form, or simply send us a clear statement (for example, by email or post) indicating that you wish to withdraw. If you use this form, please complete and return it to us at Reinhardtstraße 15, 10117 Berlin, Germany, or submit it via our contact form. "I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): [Order number, date, and description of goods or service]. Ordered on (*)/received on (*): [Date]. Name of consumer(s): [Your name]. Address of consumer(s): [Your address]. Signature of consumer(s) (only if this form is notified on paper): [Signature]. Date: [Date]." (*) Delete as appropriate. You may also use any other clear statement that indicates your decision to withdraw. We will send you an acknowledgement of receipt of your withdrawal without delay. For the withdrawal to be valid, it must be sent to us before the end of the 14-day withdrawal period. After we receive your withdrawal and the goods (if you have already received them), we will reimburse you as set out in the "Your Statutory Rights" and "Refunds" sections above.

Changes to This Policy

We may update this Return Policy from time to time to reflect changes in our practices, our product range (including the addition or discontinuation of products such as our Gentle Daily Cleanser, Nourishing Face Serum, or Daily Moisturiser SPF 20), legal or regulatory requirements, or for other operational reasons. When we make material changes, we will post the updated Policy on this page and update the "Last updated" or revision date. Changes will not apply retroactively to orders already placed unless we are required by law to do so or unless we expressly state otherwise. For orders placed after the change, the updated Policy will apply. We encourage you to review this Policy before each purchase so that you are aware of the current terms. If you do not agree with the updated Policy, you should not place further orders; existing orders will be governed by the Policy in effect at the time of the order, to the extent permitted by law.

Contact

For any questions about returns, refunds, exchanges, or this Return Policy, please contact Suppliertrend at Reinhardtstraße 15, 10117 Berlin, Germany. You may also use the contact form on our website. We will respond to your enquiry as soon as reasonably possible, typically within a few business days. When contacting us about a return, please include your order number (if applicable) and a brief description of your request so that we can assist you efficiently.

customer@suppliertrend.world