Widerrufsrecht
Cancellation & Refund Policy
At Wholende, our goal is for our customers to be satisfied with their purchase. In this policy, we explain the conditions for cancellations, returns and refunds.
1. Allergic Reactions
Your health and safety are of the utmost importance to Wholende.
If you notice an allergic reaction after using our product, stop use immediately and consult a doctor.
Contact us at kontakt@wholende.de with a description of your reaction, preferably with supporting photos.
We review every situation individually and offer a suitable solution, such as a refund or store credit.
Wholende is not liable for adverse reactions caused by individual allergies or sensitivities. Always check the ingredient list before using the product.
2. Returning Unopened Items
If you wish to return an unopened, unused item in its original condition, the following conditions apply:
Deadline
Get in touch with us within 14 days of receiving your order at kontakt@wholende.de.
Condition
The item must be unopened, unused and resaleable. We reserve the right to refuse returns if there are signs of opening or tampering.
Return Process & Shipping Costs
- Once approved, you will receive the return address.
- Return shipping costs are borne by the customer.
- We recommend using a trackable shipping method.
- Please ensure stable and secure packaging.
If the return is caused by the consumer, the shipping costs are borne by the consumer.
If the product is damaged or incorrectly delivered due to an error on our part, the shipping costs are, of course, borne by us.
Refund / Exchange
After inspecting the returned item, we offer a refund, store credit or an exchange.
- The original shipping costs are not refunded.
- For orders with free shipping, the actual shipping costs will be deducted from the refund (an invoice will be enclosed).
- Refunds are made to the original payment method or as store credit.
Returns can be processed through our international return centre.
3. Returning Opened/Used Items (Hygiene)
For hygiene and safety reasons, we do not accept returns of opened or used products — except in the following cases:
- Section 1: Allergic Reactions
- Section 5: Damaged / Incorrect Items
4. 30-Day Satisfaction Guarantee
Not satisfied with the product despite correct use? Then we offer you the following guarantee:
- Only valid in the case of correct use but an unsatisfactory result
- The claim must be made within 30 days of receiving the order
- Contact us with your order number and your experience at kontakt@wholende.de
Refund Conditions
- For free shipping, the actual shipping costs will be deducted
- Any additional shipping options chosen by the customer (for example, faster shipping or insurance) will not be refunded.
5. Damaged or Incorrect Items
Have you received a damaged or faulty item? Then get in touch with us within 7 days at kontakt@wholende.de with:
- Photos of the item
- Photo of the shipping label
- Photo of the complete packaging
After review, we offer a replacement item or a full refund including shipping costs — depending on availability and your preference.
6. Refund Options
- Full or partial refund: in accordance with the terms of this policy
- Store credit or exchange: possible for an item of equal value, whereby shipping costs may be offset
7. Cancellation of an Order by the Customer
We understand that you may sometimes wish to cancel an order.
Conditions
- Orders can only be cancelled as long as they have not yet been processed or shipped.
- Orders are usually shipped within 24–48 hours.
Cancellation Request
Contact us as soon as possible at kontakt@wholende.de with your order number.
After Shipping
If an order has already been shipped or a tracking number has been provided, it can no longer be cancelled. You may then request a return in accordance with Section 2 (Unopened Items).
8. Chargeback Policy
We are committed to resolving all issues amicably. Please contact us first.
- In the event of a chargeback, the refund process will be paused until the payment provider reaches a decision.
- This prevents duplicate refunds and follows banking procedures.
- If a chargeback is initiated after a refund has already been granted, Wholende reserves the right to submit proof of the refund.
9. Returns, Refunds, Cancellations or Complaints
For all questions, return requests, complaints or cancellations, you can reach us at:
📧 kontakt@wholende.de
Always provide your order number and a clear description of your query.
10. Uncollected Shipments
If a shipment cannot be delivered, is not collected from a pick-up point, or is refused by the customer, the parcel will automatically be returned to our warehouse. Customers are responsible for providing the correct shipping address when placing their order.
In such cases, the customer remains responsible for the resulting logistics costs.
Once the parcel has arrived with us, we reserve the right to deduct the following costs from the amount to be refunded:
- The original shipping costs (including any optional shipping services selected at checkout)
- The return costs charged by the shipping carrier
- A handling and administration fee of 8 €
Depending on the destination country and the costs charged by the shipping carrier, the total deduction may amount to a maximum of 25 €.
Orders that are returned due to non-collection are considered a return initiated by the customer.
If the customer wishes, we can resend the order instead of issuing a refund. In this case, only the cost of reshipping, amounting to 6.95 €, will be charged.
If an order is resent, we charge a fixed shipping fee of 6.95 €. Should the actual shipping costs be significantly higher, we reserve the right to charge the actual shipping costs.
We recommend that customers track their shipment via the track-&-trace information and collect the parcel in good time within the collection period specified by the shipping carrier, in order to avoid additional costs.
By placing an order, the customer agrees to our shipping and return terms.
11. Lost or Delayed Shipments
We are committed to processing and shipping orders as quickly as possible. Please note, however, that delivery times are not binding and may vary due to circumstances beyond our control, such as high shipment volumes at carriers, customs checks, weather conditions or other logistical delays.
A shipment is considered delayed if it has been in transit longer than the estimated delivery time. In this case, we recommend first checking the tracking information. If you have questions about a delayed shipment, you can contact us at kontakt@wholende.de with your order number.
If a shipment is confirmed as lost by the shipping carrier, we will initiate a corresponding investigation with the shipping carrier. Depending on the outcome of this investigation, we offer a replacement shipment or a refund.
Please note that we cannot offer a refund or replacement delivery while a shipment is still in transit or while the investigation with the shipping carrier is still ongoing.
Shipments marked as delivered to the specified delivery address according to the tracking information are considered successfully delivered. If you believe a delivery has been incorrectly marked as delivered, please contact us as soon as possible so that we can launch an investigation together with the shipping carrier.
12. Changes to This Policy
Wholende reserves the right to change this policy at any time.
Amendments take immediate effect once published on our website.