Complaints
Email for Complaints: [email protected]
Due to the nature of our work organization, we use email as our primary means of communication. If we notice a missed call, we will return it as soon as possible. When it comes to customer service standards, Colloid GmbH sets high standards – your suggestions are always welcome, and we also address any complaints.
Before using the product, please inspect it in detail. If the product is damaged due to improper manufacturing (e.g., poor packaging, bottle), we will accept your complaint. However, if the product is damaged in other ways due to user negligence, we cannot accept the complaint.
To promote a product, it is not necessary to create an account, as Colloid GmbH keeps records of its customers from the beginning to provide the highest service standards. If you are not satisfied with the product and it is not defective or damaged, please contact us via email for support.
If you wish to return the product, you can exchange it for an additional payment or receive a refund for other products of lower or higher value, depending on which option you choose.
If you return the product without exchanging it for another, you will receive your money back in the same manner you made the payment (in cash or back to the account from which you paid via bank transfer or credit card). The product you wish to exchange or return MUST NOT BE DAMAGED OR USED (including washing) and MUST BE IN ITS ORIGINAL PACKAGING.
For exchanges, the customer bears the shipping costs (delivery both ways: for the returned product and the new one being exchanged) or for returning the product.
Please be ensured that we accept all legitimate complaints and will replace the product or refund the invested money according to your requirements.
We accept complaints within 7 days of receiving the shipment.
Return of Products
In the case of the return of goods and the refund of money to a customer who has previously paid partially or fully with one of the payment cards, and regardless of the reason for the return, Colloid GmbH is obliged to process the refund exclusively through the payment methods VISA, EC/MC, and Maestro. This means that the bank will refund the amount back to the account of the cardholder at the request of the seller.