Returns and Shipping Policy
Our Returns Policy forms part of, and must be read in conjunction with, our General Terms and Conditions [here] and Shipping conditions [here]. We reserve the right to change this Policy at any time. Nothing in this Policy affects your consumer rights.
To return products purchased directly from Dr. Hauschka Skincare:
Dr. Hauschka Skin Care authentically ensures the purity and quality of our product line. It is important that you check your order and items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to our Customer Service as soon as possible. We have high standards on packaging your order and prevent any damage to your goods during transit. Please accept our sincerest apologies if you have received a damaged, wrong or faulty item. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.
Before attempting to return an item, you will need to contact our Customer Service Team at +44 (0) 800 055 6604 or info@wala.co.uk to request a return (or if you want to exercise your right to cancel the contract you can also use the model cancellation form which can be found in our terms and conditions) . Our dedicated team is available from Monday to Friday 9:00am – 5:00pm. If we are not able to answer over the phone, please leave a message and we will call you as soon as possible. Our Customer Service team need to know your customer and order number, the item/s you want to return and the reason for return. Upon receipt of these details, we will provide you all the necessary information to arrange the return. Please be aware that we don’t accept exchanges. We will review each issue individually to provide the best solution for you as quickly as possible.
For non-faulty goods we accept notification of returns within 14 days, beginning the day after the day on which you receive the product
Unless they are defective, you cannot return any personalised products or any products that are sealed for hygiene reasons once this seal has been broken.
Please, ensure that the items you are returning are in the original packaging.
We may reduce your refund if you have used or damaged a product (for example if you handle the product in a way which would not be acceptable in-store) or if you do not return any free gifts that were part of your order, in each case, to compensate us for its reduced value.
Where goods are faulty Dr. Hauschka Skin Care reserves the right to request photographic images and the physical return of product(s) for examination and review as well as the right to monitor customer cancellations or returns, and charge administration fees, payment processing fees. Each such return is assessed on an individual basis taking the customer history into consideration.
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, therefore we recommend using a delivery service that insures you for the value of the goods. Any item you are returning is your responsibility until it reaches our warehouse. We advise that you obtain a proof of postage receipt when sending your item to us; without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
- We do not offer partial refunds on bundles or sets, and all items must be included in your return to qualify for a full refund.
- If your order value after returning your items no longer qualifies for free shipping, delivery charges will be deducted from your refund.
- If you used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund.
- If you received a free gift and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund.
- If you are registered as an online customer and earning Loyalty Points for each online purchase with us, in the event that an order is returned, the value of the product and the points earned from its purchase will be discounted from your account.
We aim to process returns within 10 working days of receiving the goods back. We will make the reimbursement using the same method of payment as you used for the original transaction.
Please note that we reserve the right not to accept orders from customers with unusual or suspicious returns behaviour.
To return product purchased from an authorized Dr. Hauschka Retailer:
If you purchased product from an authorized Dr. Hauschka retailer, we encourage you to contact that retailer to process your return/refund according to their Terms & Conditions.
We do not accept the return of products purchased from eBay, Amazon or any other unauthorized retailers of Dr. Hauschka Skin Care products or outside the UK.
Our Return Policy doesn’t affect your statutory rights (including in relation to faulty goods). Please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
Shipping
The shipping and delivery of the purchase products shall take place via the delivery operator DPD.
Once your order will be shipped you will receive automatic emails and texts – if you have included a mobile contact – from DPD confirming date and time slot for the delivery. Please select alternative delivery options if you will not be at home (e.g. leave the parcel with neighbours, in a safe place or at a pick-up shop) and add any directions for the driver if address is particularly hard to be found. Please check your spam inbox. We advise to download the DPD App.
The driver will do everything they can to get your attention when you are at home, but sometimes you will still miss each other. DPD will provide information as to how to rearrange delivery or arrange collection.
For further information on DPD service please visit https://www.dpd.co.uk/content/how-can-we-help/help.jsp
If package is returned to our warehouse without the order having been delivered/collected by the customer, the contract will be deemed terminated for reasons attributable to the customer. Dr.Hauschka will refund the cost of the items in the order that are still saleable deducting the delivery costs even if the order was eligible for Free Delivery.
