Terms and Conditions of Our Satisfaction Guarantee

1. Subject of the Guarantee

We offer you the opportunity to test our products as part of a voluntary satisfaction guarantee.

Our hair oils are covered by a voluntary 180-day satisfaction guarantee.
Our masks are covered by a voluntary 60-day satisfaction guarantee.

Should you not notice any visible or satisfactory difference after the respective guarantee period, despite regular and correct application, you may request a refund under the following conditions.

Refunds will be issued exclusively in the form of a voucher for our online shop. Cash payments or direct bank transfers of the purchase price are not possible. Shipping costs are excluded from the voucher refund.

This guarantee is a voluntary service and does not affect your statutory right of withdrawal, about which you will be separately informed.

2. Guarantee Period

The respective guarantee period begins upon receipt of the goods.

For hair oils, the guarantee period is 180 days.
For masks, the guarantee period is 60 days.

A claim under the satisfaction guarantee can only be submitted after the respective guarantee period has expired.

3. Conditions of Participation

To participate in the satisfaction guarantee, the following requirements must be met:

Documentation of Use

You are required to document the period of use in a verifiable manner with images or video recordings.

For hair oils, this includes:

• one recording before the start of application
• at least three further recordings during the guarantee period, for example after 60, 120, and 180 days

For masks, this includes:

• one recording before the start of application
• at least two further recordings during the guarantee period, for example after 30 and 60 days

The recordings must:

• be taken from a comparable perspective
• be adequately lit
• clearly show the affected hair, scalp, or skin areas
• be unedited and not subsequently altered
• allow for a verifiable assessment of the before-and-after comparison

Regular Use

The respective product must be used regularly and correctly according to the enclosed application instructions or those specified on the product page.

Proof of Results

A claim for a voucher only exists if it is verifiable from the submitted documents that no visible or satisfactory difference occurred despite regular use.

For hair oils, the following changes, in particular, may be considered:

• hair appearing denser
• hair loss appearing reduced
• hair looking healthier
• less visible split ends
• hair appearing stronger
• hairline appearing more cared for
• shinier or smoother hair
• hair appearing less dry or a scalp appearing more cared for
• improved hair structure

For masks, the following changes, in particular, may be considered:

• skin appearing more cared for
• smoother complexion
• fresher radiance
• skin appearing more even
• skin appearing less dry
• calmer complexion
• softer or smoother skin feel
• visibly more cared-for appearance after regular use

The assessment will be based on the submitted documents using verifiable and uniform criteria. Visible changes in comparison to the documented time points will be particularly considered.

We reserve the right to request additional information or evidence in case of ambiguities. In such cases, the processing of the guarantee claim may be suspended until full clarification.

4. Application for Voucher Refund

Application Period

For hair oils, the application can be submitted at the earliest after the 180-day guarantee period and at the latest within 14 days after the end of this period. The application must therefore be submitted between day 181 and day 194 after receipt of the goods.

For masks, the application can be submitted at the earliest after the 60-day guarantee period and at the latest within 14 days after the end of this period. The application must therefore be submitted between day 61 and day 74 after receipt of the goods.

Procedure

The application must be submitted in writing via email or post, stating the order number.

The following documents must be attached:

• the required images or video recordings
• optionally, a supplementary description of the application process
• optionally, information on relevant influencing factors, for example, other products, changes in care routines, or treatments during the guarantee period

We will review your application within 14 days of receiving all complete documents and will contact you with any questions.

Voucher Refund

If the conditions are met and no visible or satisfactory difference is verifiable, you will receive a voucher equal to the purchase price of the affected product.

The voucher will be issued within 30 days after completion of the review and can be used for a future order in our online shop.

A cash payout of the voucher value is excluded. Shipping costs, additional costs, and already redeemed discounts are not considered when calculating the voucher value.

5. Eligibility

The satisfaction guarantee applies exclusively to products for which it is explicitly advertised on our website.

The 180-day satisfaction guarantee applies to our hair oils.
The 60-day satisfaction guarantee applies to our masks.

The guarantee applies only once per customer and product. When purchasing multiple products, sets, or bundles, a claim exists only for the product for which the satisfaction guarantee explicitly applies.

6. Data Protection

The images or video recordings and other information submitted as part of the satisfaction guarantee will be used exclusively for reviewing your guarantee claim.

Processing is carried out in accordance with the General Data Protection Regulation (GDPR). By participating in the satisfaction guarantee, you consent to the processing of your data for this purpose.

The data will be deleted after the procedure is completed, unless there are legal retention obligations to the contrary.

Further information can be found in our privacy policy.

7. Exclusions

A claim for a voucher does not exist if:

• the submitted images or video recordings are incomplete, unclear, or not assessable
• the recordings do not meet the stated requirements
• the product was not used regularly or not according to the application instructions
• relevant influencing factors were not specified
• the recordings were subsequently edited or altered
• the application is submitted outside the specified period
• the application does not verifiably demonstrate that no visible or satisfactory difference occurred
• the product is not covered by the advertised satisfaction guarantee

8. Miscellaneous

Your statutory right of withdrawal remains unaffected by this guarantee. You can withdraw from the purchase agreement within the statutory withdrawal period. Further information can be found in our cancellation policy.

This guarantee is a voluntary service. We reserve the right to adjust the terms of the satisfaction guarantee for future purchases. Guarantee periods that have already begun remain unaffected by this.

If you have any questions regarding the satisfaction guarantee or the application process, you can contact us at any time.

Note

By participating in the satisfaction guarantee, you agree to these terms and conditions.