Right of rescission
If the customer is the end user, he/she is entitled to withdraw, within 14 days, his/her declaration of intent to form the contract. The time limit for cancellation begins upon receipt of the item and this cancellation policy. It is sufficient for you to have sent off the cancellation by letter, fax, or email, or to have sent off the item itself, before the expiry of the time period. This can only take place with an explict reason being given.
Contact details for cancellation
You can contact our customer service team at:
The cancellation should be sent to:
Susanne Kaufmann Kosmetik GmbH
The address information for returns is also included on your delivery paperwork.
We cannot accept returns that have been sent off without postage. Therefore, please do not send off your returns without affixing the appropriate postage. You are responsible for the cost of the return if the item delivered to you matches what you ordered.
Reimbursement is calculated in line with the standard rates of our delivery partners. Surcharges for express delivery or bulky items, or any other special charges, cannot be reimbursed.
The customer is obligated to provide compensation for lost value if the item is returned in a worse condition due to commencement of use of the item in accordance with regulations. However, the customer is entitled to test the item, gently and with all due care (such as would be possible in a physical retail outlet). Any loss of value of the item caused by usage going beyond this careful testing is to be borne by the customer, if the item can no longer sold as new.
For contracts relating to the delivery of software, audio and video recordings, the right to cancel is excluded if the data carrier that was delivered has been unsealed by the customer. The same applies for items that have been produced according to the customer’s specifications, or that were unambiguously tailored to the customer’s personal requirements. Packaging cannot be returned once it has been opened.
Guarantee and liability
For all delivered products, we provide the guarantee required by law. We have placed great emphasis on quality in the selection of our items. If the delivered item shows obvious defects, including damage sustained in transit or a manufacturing defect, please raise the issue immediately with our customer service team.
Damage sustained in transit should be brought directly to the attention of our delivery partner (DHL, Österreichische Post etc.).
Complaints can only be recognised and processed if you have proof of purchase. Non-obvious defects should be reported as soon as they are discovered. The time limitation on statutory guarantee claims is 1 year and 14 days. We reserve the right to repair the defective items or to provide you with a replacement free of charge. Where there is a justified complaint, we shall bear the costs of transporting the items to us, and from us to the customer.
Where the particular legal requirements are met, further claims to a reduction in purchase price or to cancellation of the contract, as well as to compensation for damages, including compensation for damages instead of fulfillment, and compensation for your wasted expenditure, apply for defects that emerge during the statutory guarantee period.
We are fully liable for damage that arises in the following cases: on its merits, for the culpable violation of fundamental contractual obligations, and on its merits for gross culpability of simple vicarious agents, unless Susanne Kaufmann Kosmetik GmbH can exclude its liability by contract, in accordance with established commercial practice. Liability extends to damage that is typically foreseeable. If contributory negligence of the customer is a factor, then this shall be taken into account. Liability owing to willful intent, guarantees, fraud, and for personal injury, as well as pursuant to the Austrian Product Liability Act, remains unaffected.