Order & Payment

Damaged product Reimbursement Wrong product Complaint Return shipping Revocation Satisfaction guarantee Back to the overview

I have received a damaged product. What happens now?

We are very sorry about that! Please contact our support at support ä highdroxy punkt de and we will take care of the free replacement.

How is my purchase amount refunded in the event of a return?

This depends on the reason for your return: If you return unused goods to us as part of your right of withdrawal or cancel your order, we will refund the purchase amount to the payment method you used for the purchase.

Returns within the framework of the satisfaction guarantee are refunded as store credit, which you can find in your customer account and can easily redeem. More about this under the point Satisfaction guarantee.

I have received the wrong product. What happens now?

We are very sorry about that! Please contact our support at support ä highdroxy punkt de and we will take care of the free replacement.

I have a complaint. Who do I contact?

We are sorry that we could not satisfy you or your skin. Please contact usso that we can find a solution quickly. Thank you very much.

How and to which address is the return shipment made?

Orders that you want to return to us under the revocation or our satisfaction guarantee, please send as a package or insured package to the following address:

Max-Ernst-Str. 13
50354 Hürth

At this link you can buy and print a return label already addressed to us directly from DHL.

Please include a note with the order number with the return - this will help us process it quickly. 

How do I cancel my order?

You can find all information about your right of withdrawal on this page.

How does your satisfaction guarantee work?

Are you not satisfied with our products? Then our voluntary satisfaction guarantee applies, in the context of which we offer the exchange of goods for a voucher. You can redeem the voucher in our store for the purchase of new products. Please feel free to contact us for advice - together we will surely find products that suit your skin.

Of course, your statutory right of withdrawal for unopened products applies regardless of this.

The guarantor is HIGHDERM GmbH, Max-Ernst-Str. 13, 50354 Hürth, Germany, and grants all customers who purchase our products via www.highdroxy.de a satisfaction guarantee for unopened and opened products that goes beyond the statutory warranty. To make use of this, please note the following:

This is how the satisfaction guarantee works:

  • The satisfaction guarantee is valid for 60 days from the date of order for all full-size products that you buy from us for the first time. After that it expires. Repeat purchases of the same product, even in other package sizes, are excluded from this guarantee. Here we may assume that you get along well with the product.
  • Test sizes (sachets & deluxe samples, travel sizes) are excluded from the satisfaction guarantee for reasons of economy. Unopened test sizes can of course still be returned within the scope of the right of withdrawal. You can find more information about the right of withdrawal below.
  • Decorative products (PORIFY MINERALS) as well as accessories, books and vouchers are also excluded from the satisfaction guarantee.
  • Empty or excessively (i.e. not appropriate for the test purpose) used products will not be refunded by us. If you are unsure whether the latter applies to your products, please contact us in advance.
  • Our satisfaction guarantee is a voluntary goodwill service that we are very happy to offer. In rare individual cases, however, this is unfortunately not possible, for example if the exchange options were used excessively in past orders. This is solely at our discretion.
  • Independently of the legal warranty right, which you always have as a consumer in case of product defects, we offer you our voluntary satisfaction guarantee. Your statutory warranty rights are not limited by our satisfaction guarantee. The use of your legal warranty right is free of charge.

This is how the exchange works:

  1. Before you send us the goods, please send a short email to support@highdroxy.de and tell us your order number. If you have paid by bank transfer/advance payment, please also include your bank details in this email.
  2. Of course, you are not obliged to give reasons for your return. Nevertheless, we would be pleased if you briefly describe why you would like to return the respective product. Only in this way can we become better!
  3. Then send us the product as a package with a parcel shipper of your choice to the following address: HIGHDERM GmbH, Max-Ernst-Str. 13, 50354 Hürth. You bear the costs for the return. Unfortunately, we cannot accept freight collect shipments. Please do not send us any returns as a letter! Please keep the delivery receipt of the parcel, it serves as a proof. You can buy a pre-addressed return label under this link.
  4. Please return any free items received with the purchase of the product to be exchanged (except sachets) also complete and unused. If this is not done, we will charge the value of the free items with the exchange.
  5. After receipt and inspection of the goods you will receive a voucher for the purchase price paid by you (excluding postage), which you can redeem in our store .