Returns & complaints

German law gives you two independent ways to return goods. Which one applies depends on why you want to return them:

Right of withdrawal

Changed your mind? As a consumer, you may withdraw from your order within 14 days without giving any reason — provided the seal of the bottle is intact (see “Important: exception for opened bottles”).

Warranty claim (statutory warranty)

Goods are defective, damaged, or the wrong product was delivered? This is a material defect for which we are liable under statutory warranty for 24 months (§§ 437, 438 BGB). A warranty claim is possible even after the seal has been removed.

As a consumer, you have the right to withdraw from the contract within 14 days without giving any reason. The period begins on the day you or a third party other than the carrier takes possession of the goods.

No particular form is required — a short, unambiguous email is sufficient. You may also use the model withdrawal form contained in our withdrawal instructions.

To meet the deadline, it is sufficient to send your statement before the 14-day period expires.

The right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery (§ 312g (2) no. 3 BGB).

In practice: seal intact → full withdrawal possible. Seal removed → withdrawal excluded, but your statutory warranty rights (claim for defects) are unaffected.

1. 1.Send us an email at [email protected] with your order number and the note “Withdrawal”. No reason is required.
2. 2.We confirm your withdrawal within one business day and email you a free DHL return label.
3. 3.Pack the goods in the original packaging if possible. The seal must be intact for the withdrawal to be effective.
4. 4.Stick the return label on the parcel and drop it off at a DHL outlet or Packstation. Please keep the receipt until your refund has been processed.
5. 5.Once we receive the goods (or you provide proof of shipment), we will refund the purchase price and original shipping costs.

You must send the goods back without undue delay and in any event no later than 14 days from the day on which you communicated your withdrawal.

The return is free of charge for you. We bear the direct cost of returning the goods and provide you with a DHL return label.

If you withdraw effectively, we will refund all payments received from you, including the original shipping costs (with the exception of supplementary costs arising from your choice of a more expensive type of delivery than the cheapest standard delivery).

The refund will be made no later than 14 days after we receive your withdrawal statement, but at the earliest after we have received the goods back or you have supplied evidence of shipment.

We use the same means of payment as for the original transaction. You will not incur any fees as a result of the refund.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods (§ 357a BGB).

In practice, this means: as long as the seal has not been removed, there is generally no diminished value. If the seal has been removed, withdrawal is excluded in any case (see exception above).

If the goods are damaged on arrival, have gone off, or differ substantially from your order, this constitutes a material defect within the meaning of § 434 BGB. We are liable under statutory warranty for 24 months from handover of the goods.

How to file a complaint

1. 1.Report the defect promptly by email to [email protected] with your order number and a short description of the issue.
2. 2.If possible, include photos of the defect and the packaging.
3. 3.We will review your complaint and respond within one business day, usually with a free DHL return label.
4. 4.Under § 439 BGB you are first entitled to subsequent performance: we will either deliver replacement goods free of charge or remedy the defect. If subsequent performance fails, you may reduce the price or withdraw from the contract.

Returns are handled by our logistics centre. The return address differs from our business address:

SDK Logistik GmbH, Retoure WhirlBiotic / Gebrüder Grüske GmbH, Sigmundstr. 163, 90431 Nürnberg, Germany

We are neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board. If you have any complaints, please contact us directly — we will work to find a fast and fair solution.

For any questions about returns or complaints, you can reach us by email at [email protected] or by phone at +49 177 6314613.

Information about shipping can be found on the “Shipping & delivery” page. The legally binding withdrawal instructions and the model withdrawal form are available under “Withdrawal instructions”.