30 days. Time to decide.
Not entirely satisfied? You can register your return within 30 days of receiving the goods – including if you are dissatisfied, and without giving a reason.
For our voluntary 30-day offer, sending your message within the period is sufficient. Our response time does not shorten this period.
Write first. Then return.
Before shipping, please request a return number by WhatsApp, email or the form. This helps us identify your return and provide the correct returns address.
WhatsApp: +357 97 926407 · Messages only · No calls
Email: info@naturtotalshop.com
We usually reply within 24 hours. Due to the time difference, we are not always online at the same time. Please write in German or English.
How returns work
- Register your return: Include your order number and the items you would like to return. A reason is not required.
- Receive your return number: We send you your return number, the current returns address and the next steps. Please do not use old addresses.
- Pack securely and return: Pack the goods securely, include the return number and retain proof of posting. Existing original packaging is helpful, but is not a condition for statutory withdrawal.
Your statutory rights remain intact.
The return number makes identification easier. Neither a return number nor our approval is required for statutory withdrawal. Statutory deadlines, rights in the event of defects and any more extensive rights already granted remain unaffected.
When do the 30 days begin?
Our voluntary 30-day returns offer applies to purchases at kolloidales.com and starts when you receive the goods. It is sufficient to register your return with us within these 30 days. You do not need to give a reason. Statutory or previously granted more extensive rights remain in place.
Where should I send the goods?
Our customer service will personally provide the correct returns address together with your return number. Please do not send goods to a former address or to the sender's address on the parcel without checking. Our confirmation is not a condition for statutory withdrawal.
Who pays for return shipping?
For a voluntary return without a defect, you bear the direct return shipping costs unless we agree to a free return. For statutory withdrawal, the cost provisions in your withdrawal notice apply. We of course cover costs that we are legally required to bear for valid defect claims.
How is the refund made?
Once your return has arrived and been identified, we refund the purchase price of the returned items using the original payment method. Statutory refund deadlines and any additional costs to be reimbursed in the event of withdrawal remain unaffected.
Something damaged or the wrong item delivered?
Please tell us what happened. Photos of the item and packaging can help, but are not a condition for your statutory rights. Please do not return damaged or leaking containers without first agreeing shipping instructions.
Ordered on Amazon?
Please include your Amazon order number and the seller. We will help you find the appropriate returns process. The rights applicable to that order remain in place.