Returns & Refunds

Returns and Refunds
 

We want you to be happy with your Kelinora order. If something isn't right, here is how returns work.
 

Right of withdrawal

As a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a person named by you who is not the carrier, received the goods. If you ordered several items that are delivered separately, the period begins when you receive the last item.
 

To exercise your right of withdrawal, send us a clear statement of your decision, for example by email or letter, to:

ASTRAEON UG (haftungsbeschränkt)
Christofsstraße 11, 55116 Mainz, Germany

Email: info@kelinora.com
Phone: +49 157 31186619
 

You may use the model withdrawal form below, but you don't have to. To meet the deadline, it is enough to send your notice before the withdrawal period expires.
 

Consequences of withdrawal

If you withdraw from the contract, we will refund all payments we received from you, including the standard delivery costs, within 14 days of receiving your withdrawal notice. Extra costs from choosing insured express shipping instead of our free standard shipping are not refunded. We use the same payment method you used for the original purchase, unless we expressly agree otherwise. You will not be charged any fees for the refund. We may withhold the refund until we have received the goods back or you have provided proof that you sent them, whichever comes first.
 

Please send the goods back to us without delay and no later than 14 days after you informed us of your withdrawal. You bear the direct cost of returning the goods. You only have to pay for any loss in value of the goods if that loss results from handling that was not necessary to check their nature, characteristics and functioning.
 

Hygiene products

Many of our products are used directly in the mouth. For health and hygiene reasons, the right of withdrawal expires for sealed goods if the seal or hygienic packaging has been removed after delivery. This applies, for example, to toothbrushes, replacement brush heads, water flosser tips, interdental brushes, dental floss, tongue scrapers, toothpaste and mouthwash. Unopened products in their original sealed packaging can be returned as normal.

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How to start a return

1. Email us at info@kelinora.com with your order number and the items you want to return.

2. We will reply with the return address and next steps.

3. Pack the items securely, ideally in their original packaging, and include your order number or delivery note.

4. Please send one return per order.
    

Once your return arrives, we check it and let you know by email.

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Damaged or defective products

If a product arrives damaged or stops working because of a defect, please contact us at info@kelinora.com with your order number, a short description and a photo if possible. In these cases your statutory warranty rights apply, and you will not pay any costs for returning a defective item. We will send you a replacement or a refund.

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Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

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To: ASTRAEON UG (haftungsbeschränkt), Christofsstraße 11, 55116 Mainz, Germany, info@kelinora.com

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I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:

Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: