Return Policy & Right of Withdrawal We want you to be completely satisfied with your skincare products. Since we sell exclusively through our online store, you have the right to return your order within 30 days of receipt. This is more generous than the statutory EU period of 14 days.
Important Hygiene Exception for Skincare Due to health protection and hygiene reasons, our skincare products can only be returned if the transparent safety seals (stickers) on the product box are fully intact and unbroken. As soon as a safety seal on either the top or bottom of the box has been broken, damaged, or removed, the right to a return and refund expires due to hygiene regulations.
How to Initiate a Return
Request a return: Contact us within 30 days of receiving your order at contact@qeroha.com. Please include your order number and the item(s) you wish to return.
Shipping instructions: If your return is accepted, we will send you a return shipping link along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Condition of the product: The item must be in its original, undamaged product box with the safety seals unbroken. A receipt or proof of purchase is also required.
Costs: The costs of the return shipping label are to be paid by the customer. The return shipping link will allow you to pay for the shipping label.
Damages and Issues Please inspect your order upon receipt. Contact us immediately at contact@qeroha.com if an item is damaged, leaking, defective, or if you received the wrong item, so that we can evaluate the issue and make it right.
Non-Returnable Items
Skincare products where the safety seals on the box have been broken or removed.
Gift cards.
Please note: Sale items can be returned, provided the safety seals on the box remain completely intact.
Exchanges The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item through our online store.
Refunds Once we have received and inspected your return (to verify that the safety seals on the box remain fully intact), we will notify you if the refund has been approved. If approved, you will be automatically refunded on your original payment method within 14 days.
