Provider / Contract partner

RU21 GmbH, Victor-Goerttler-Straße 2, 07745 Jena, Germany

Commercial Register: Jena Local Court, HRB 522140

VAT ID No.: DE369995194

Managing Director authorized to represent the company: Univ.-Prof. Dr. med. Dr. hc Ingo B. Runnebaum, MBA

Contact: support@ru-21.com

Website: www.ru-21.com

Scope and target groups

(1) These General Terms and Conditions apply to all orders and sales in the online shop of RU21 GmbH (“RU21”, “we”), including those to consumers and entrepreneurs, regardless of the buyer’s place of residence (also from other EU countries and Switzerland).

(2) Sales are made to consumers (Section 13 of the German Civil Code) and businesses (Section 14 of the German Civil Code). Mandatory consumer protection regulations do not apply to businesses. Deviating or supplementary regulations for businesses can be found in Section 17.

(3) Special conditions may apply to subscriptions (§ 8), pre-orders (§ 5 para. 6), vouchers (§ 12), or based on individual special agreements. Insofar as special agreements contain deviating provisions, these shall prevail.

(4) German law applies, subject to mandatory consumer protection provisions of the EU member state of residence (see Section 19). For businesses, the place of jurisdiction is agreed to be the registered office of RU21 GmbH in Jena, to the extent legally permissible (see Section 17, Paragraph 6).

Contract language, storage

(1) The contract language is exclusively German. We also offer content in English. In case of translation discrepancies, only the German version is binding.

(2) We store the contract text (order data, terms and conditions) for the purpose of processing the contract and send it to you in the order confirmation via email. We do not permanently archive the contract text beyond this. The customer is responsible for permanently backing up the contract documents, especially if they do not have a customer account or if the email is lost. Statutory retention periods remain unaffected.

§ 1 Definitions

"Goods" within the meaning of these Terms and Conditions are cosmetic products (in particular, active ingredient cosmetics) in accordance with the EU Cosmetics Regulation (Regulation (EC) No. 1223/2009) and – potentially in the future – food supplements in accordance with the applicable food law regulations. The supplier reserves the right to expand or modify the product range at any time. Any such changes will be announced in the online shop in a timely manner.

§ 2 Offers and Prices

(1) All prices are in euros and include the applicable statutory value added tax. We reserve the right to adjust prices, particularly in the event of changes in tax rates, technical errors, or obvious mistakes. Price adjustments do not apply to orders already placed.

(2) Shipping costs are borne by the customer. The shipping costs displayed at checkout and the explanations under "Shipping & Payment" (matrix) are binding. We reserve the right to change shipping cost thresholds, the shipping cost matrix, or shipping conditions. For deliveries outside the EU, any applicable customs duties/fees will apply (to be borne by the customer). Surcharges may apply for deliveries to islands or special delivery areas. These will be displayed at checkout.

The threshold for free standard shipping displayed at checkout applies (currently €160 for Germany/EU/Switzerland). If the order value falls below this threshold after a partial return, shipping costs may be charged or deducted.

(3) Only the price displayed at checkout during the final order confirmation is binding. Previous price quotations are non-binding. Special prices, promotions, or quantity discounts are valid only while stocks last and are subject to cancellation in cases of misuse or manipulation. Errors and technical faults are excepted.

§ 3 Conclusion of contract in the online shop

(1) The presentation and advertising of products in the online shop do not constitute a binding offer to conclude a contract within the meaning of § 145 BGB, but serve exclusively as a non-binding invitation to submit an offer.

(2) During checkout, the customer can review and, if necessary, correct their entries. By clicking the "Place order" button, they submit a legally binding order (offer to conclude a contract) for the goods contained in the shopping cart and are bound by it in accordance with Section 147 Paragraph 2 of the German Civil Code (BGB). These Terms and Conditions only become effective if the customer expressly agrees to them during the ordering process, for example, by activating a corresponding checkbox after the Terms and Conditions have been made available to them in a reasonable manner.

(3) The customer will receive immediate confirmation of receipt of the order by email. This automatic order confirmation merely documents the receipt of the order and does not constitute acceptance of the offer unless an express declaration of acceptance is made therein.

(4) The order shall be accepted and the contract concluded only by express declaration of acceptance, usually by dispatch confirmation by e-mail, actual delivery of the goods, separate declaration of acceptance, request for payment or receipt of payment – ​​the earliest of these actions shall be decisive.

(5) RU21 reserves the right to refuse orders, particularly in cases of unavailability of goods, obvious errors (especially pricing or product errors), suspected misuse, or fraudulent orders. In these cases, the customer will be informed immediately and any payments already made will be refunded immediately.

(6) The conclusion of the contract is also subject to the correct and timely delivery to us by our suppliers.

§ 4 Payment methods and due date

(1) The payment methods offered in the online shop (e.g., credit cards [Visa, Mastercard, American Express], PayPal, Klarna payment methods such as instant or invoice purchase, Apple Pay, Google Pay, prepayment, and, where applicable, purchase on account via third-party providers) are generally available. There is no entitlement to the use of a specific payment method. RU21 reserves the right to cancel, restrict, or change payment methods in whole or in part at any time, particularly in cases of suspected fraud, misuse, technical errors, unavailability of individual payment methods, or for orders from abroad.

(2) Payment may be processed via payment service providers. Their terms and conditions apply in addition.

(3) The purchase price is due immediately upon conclusion of the contract. In the case of payment in advance, shipment will only take place after conclusion of the contract and receipt of payment. In the case of purchase on account, the invoice amount must be paid no later than 14 days after receipt of the invoice.

(4) In the event of default, we are entitled to charge statutory default interest as well as reasonable reminder costs.

(5) For the purpose of fraud prevention and credit checks, orders may be reviewed and, in the event of an objectively justified suspicion of fraud, insolvency or misuse, may be refused or cancelled.

§ 5 Delivery, Delivery Area, Delivery Times

(1) Delivery area: Germany (excluding Heligoland and Büsingen am Hochrhein), Austria, other EU member states, and Switzerland. No deliveries to P.O. boxes, military addresses, or poste restante addresses. The provider reserves the right to change the delivery service and shipping method in individual cases if this is necessary for safe or reasonable delivery.

(2) Delivery times from dispatch: in Germany, usually 1–2 working days; EU/Switzerland, depending on the country/carrier, usually a few working days (the range shown at checkout is decisive). All delivery dates and deadlines are non-binding unless expressly confirmed in writing as binding. Delivery delays due to force majeure, strikes, or unforeseeable events beyond the supplier's control (e.g., official measures, supplier failure, natural disasters, pandemics) do not constitute a delay. In these cases, the delivery period is extended by the duration of the impediment. Complaints regarding delivery delays must be made by the customer immediately, and at the latest within one week of the end of the announced delivery period.

(3) Orders placed Monday to Friday before 2:00 p.m. (CET/CEST) are generally shipped on the same business day. Orders received later will be shipped on the next business day. The supplier is entitled to withhold or refuse partial deliveries or services, particularly in the event of payment arrears, risk assessment, or force majeure.

(4) Reasonable partial deliveries are permitted.

(5) If a product is permanently or temporarily unavailable after conclusion of the contract, the contract will not be accepted or will be reversed. Any payments already made will be refunded immediately. Further claims by the customer are excluded.

(6) For pre-orders: Shipping will commence from the anticipated release date. Any delays will be communicated. The regulations regarding delivery times and delays apply accordingly.

§ 6 Transfer of Risk, Default of Acceptance, Non-Delivery

(1) In the case of consumers (§ 13 BGB), the risk of accidental loss or accidental damage to the goods passes to the consumer or a third party designated by him (not the carrier) only upon delivery (distance selling pursuant to § 475 para. 2 BGB).

(2) In the case of entrepreneurs (§ 14 BGB), the risk passes to the buyer upon handover of the goods to the forwarding agent, carrier or other person or institution designated to carry out the shipment (sale by dispatch, § 447 BGB, cf. § 17 para. 2).

(3) If delivery fails due to reasons attributable to the customer (e.g., incorrect address, refusal to accept delivery, failure to collect), the customer shall bear the return shipping costs as well as the costs of redelivery. At RU21's discretion, the order may be cancelled after a reasonable period and any payments already made, less incurred costs, refunded. The customer shall have no further claims.

§ 7 Retention of Title

(1) The delivered goods (“reserved goods”) remain the property of the supplier until full payment of all claims arising from the business relationship, including future claims. In the case of a current account, the reserved title serves as security for the outstanding balance.

(2) The buyer is not entitled to process, mix, or combine the goods subject to retention of title with other goods. Resale of the goods subject to retention of title in their original condition is permitted in the ordinary course of business only within the framework of the selective distribution system agreed upon with the supplier, in particular to authorized dealers or – in quantities customary for household use – to end consumers. Resale to unauthorized dealers or wholesalers is prohibited.

(3) The buyer hereby assigns to the supplier, as security, all claims arising from the resale of the goods subject to retention of title, as well as from claims for damages (in particular against insurance companies), up to the value of the goods subject to retention of title. The buyer remains revocably authorized to collect these claims. The supplier may revoke this authorization to collect at any time, in particular in the event of default in payment.

(4) The buyer is obliged to treat the goods subject to retention of title with care until ownership is transferred and to insure them adequately at his own expense against theft, fire and water damage at their replacement value.

(5) In the event of third-party claims (in particular attachments), the buyer must immediately notify the seller in writing and inform the third party of the seller's (co-)ownership. The buyer must provide all necessary documents and information for a third-party objection.

(6) In the event of a breach of contract by the buyer, in particular default of payment, the supplier is entitled, after the expiry of a reasonable grace period, to withdraw from the contract and to reclaim and realize the goods subject to retention of title at the buyer's expense.

§ 8 Subscriptions (“Subscribe & Save”)

(1) For selected products, we offer subscriptions with recurring delivery. Any discounts will be shown in the shop.

(2) The delivery intervals are monthly/bimonthly/quarterly and can be changed in the customer account.

(3) Cancellation is possible at any time at the end of the current interval. Alternatively, pausing/skipping is possible.

(4) The contract is generally valid indefinitely. There is no minimum purchase requirement.

(5) Payment: Debit on the day of dispatch; before each subsequent delivery you will receive a notification with the option to change the payment.

(6) Subscriptions can be cancelled easily and without prior registration or further steps via a clearly legible and clearly labelled cancellation button (“cancellation button”) on the website.
The button is displayed on every website where contracts can be concluded ("Cancel contracts here"). After clicking, you will be taken to the confirmation page where you can declare your cancellation ("Cancel now"). The cancellation is then submitted and will be confirmed by us immediately. Alternatively, you can still cancel by email or letter.

§ 9 Right of withdrawal for consumers; hygiene/health protection

(1) Consumers have a statutory right of withdrawal within 14 days of receiving the goods. Detailed information on the right of withdrawal and a sample form can be found in Annex 1/2.

(2) The right of withdrawal applies to all cosmetic products offered by us only as long as they are fully packaged and sealed. You can withdraw from and return unopened, sealed cosmetic products. The right of withdrawal expires pursuant to Section 312g Paragraph 2 No. 3 of the German Civil Code (BGB) for reasons of health protection or hygiene as soon as the sealed (welded) outer packaging is opened or damaged after delivery. From this point on, contact with the cosmetic product is possible and the goods are no longer considered returnable.

(3) You bear the direct costs of returning the goods. Should we, in individual cases, voluntarily reimburse you for the return shipping costs (e.g., as a gesture of goodwill), this does not affect your statutory right of withdrawal.

(4) In the case of a full cancellation, we will refund the standard shipping costs. In the case of a partial cancellation, the shipping costs will not be refunded. If the value of your order falls below the threshold for free shipping (currently €160.00) due to returns, the originally incurred standard shipping costs may be charged retroactively or deducted from the refund.

(5) For goods for which the right of withdrawal exists, you only have to pay compensation if you have used the goods in a way that was not necessary to test the nature, characteristics and functioning of the goods and this has resulted in a loss in value.

(6) Refunds will be issued immediately and at the latest within 14 days from the day on which we receive your notification of cancellation. However, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. Reimbursement will be made using the same means of payment that you used for the original transaction, unless expressly agreed otherwise.

§ 10 Returns, complaints, transport damage

(1) Please send returns by email to support@ru-21.com (subject: “Return request + order number”) or via the returns portal (link in the shop/order email).

(2) Return address: RU21 GmbH c/o Zenfulfillment, Sülzenbrücker Str. 7, D-99192 Apfelstädt, Germany. The full address (including street/house number) and the correct warehouse destination will be shown in the RMA process or on the return label we provide. In this case, please use only this label.

(3) Please report any transport damage immediately (keep photos/packaging). Your statutory rights remain unaffected.

(4) For reasons of health protection and hygiene, opened or used cosmetic products are generally excluded from return and refund once the seal has been removed or opened.

§ 11 Statutory liability for defects and guarantees

(1) All goods are fully covered by the statutory warranty rights. The statutory rights of consumers remain unaffected by these terms and conditions and are not limited by any guarantees.

(2) Manufacturer warranties do not currently exist. Should a manufacturer's warranty be offered for individual products, you will receive separate and transparent information about its content, conditions, and how to make a claim. Making a claim under a manufacturer's warranty does not affect your statutory rights.

(3) To ensure prompt processing of complaints, we kindly ask you to attach supporting documents and – where possible – a description of the defect as well as photos of the goods in question. These documents are not mandatory for asserting your legal rights, but merely serve to expedite processing.

§ 12 Vouchers, promotions, discount codes

(1) Promotional vouchers and discount codes are valid only during the specified period and only for the products named. They cannot be combined with other discounts, promotions, or codes. Cash payment or partial redemption is excluded, and any remaining value will be forfeited. Redemption is not possible for the purchase of prescription drugs or for products subject to statutory price protection regulations, if offered. In cases of misuse, technical manipulation, or suspected multiple redemptions, the provider may cancel or reclaim the voucher/discount.

(2) Personalized codes are non-transferable. In case of misuse, technical manipulation, or suspected misuse, the provider may cancel the code or charge an additional fee.

§ 13 Customer account, ratings, usage rights

(1) Opening a customer account is voluntary. The customer is obliged to keep the access data secure and confidential and to protect it from access by third parties.

(2) Reviews and user-generated content (“UGC”) must be factual, truthful, and lawful. In particular, health-related claims, advertising with healing claims, offensive, discriminatory, or otherwise unlawful content, as well as content that infringes the rights of third parties (especially copyrights, trademark rights, or personal rights) are prohibited. The publication of reviews to which the user does not hold rights is prohibited.

(3) By uploading reviews, images, or other content, the user grants RU21 a simple, revocable right of use, limited in time and scope to display in the online shop and for marketing purposes. The license can be revoked at any time, e.g., by email to support@ru-21.com. Information regarding data protection and the processing of reviews and usage rights can be found in the privacy policy.

§ 14 Product safety, legal notices

(1) Always observe the information on the label, package leaflet and instructions for use.

(2) Our products are not intended to diagnose, treat, cure, or prevent any disease. RU21 makes no claims of healing and does not promote any products with unsubstantiated properties.

(3) Cosmetics are subject to the provisions of Regulation (EC) No 1223/2009 (Cosmetics Regulation). Food supplements offered in the future are subject to food law regulations, in particular Regulation (EC) No 1924/2006 on health claims. Only those nutritional or health-related claims that are expressly permitted under EU law will be used for these products. General statements about health or well-being will only be made if they are linked to a demonstrably authorized health claim.

§ 15 Recalls and safety notifications

(1) In the event of safety defects or official orders (e.g., product recall, official safety warning), RU21 may remove affected batches from sale and initiate a recall. The reasons, the procedure, and the options available to customers (return, refund, replacement) will be communicated transparently. Where official regulations exist, these will be observed and passed on to customers.

(2) Affected customers will be informed immediately, usually by email, about the recall, the specific return deadlines, and the next steps. Affected products can be returned within the specified timeframe. Statutory rights and official directives remain unaffected.

§ 16 Liability

(1) We shall be liable without limitation for damages resulting from injury to life, body or health, in cases of intent and gross negligence, in the event of the assumption of a guarantee and in accordance with the Product Liability Act.

(2) In the case of simple negligence in breaching a fundamental contractual obligation (i.e., an obligation whose fulfillment is essential for the proper performance of the contract and on whose compliance you as a customer may regularly rely), liability is limited to the amount of the foreseeable damage typical for this type of contract.

(3) Otherwise, liability is excluded.

(4) The aforementioned limitations of liability also apply in favor of our legal representatives and vicarious agents, unless liability arises from intent or gross negligence.

§ 17 Special provisions for entrepreneurs (B2B)

(1) There is no right of withdrawal for entrepreneurs pursuant to Section 312g Paragraph 1 of the German Civil Code (BGB).

(2) The risk passes to the entrepreneur upon handover of the goods to the freight forwarder, carrier or other person or entity designated to dispatch them.

(3) Businesses are obligated to report obvious defects immediately, but no later than 7 days after receipt of the goods, and hidden defects immediately upon discovery, in each case in writing. If notification is omitted, the goods are deemed accepted (§ 377 HGB).

(4) For businesses, the limitation period for claims relating to defects is twelve months from the transfer of risk. This excludes claims based on Section 16 Paragraph 1 (liability for gross negligence, intent, personal injury/damage to health, product liability).

(5) Retention of title and assignment of claims shall be governed additionally by Section 7.

(6) The place of jurisdiction for all disputes arising from or in connection with contracts with businesses is Jena. German law shall apply exclusively.

§ 18 Online Dispute Resolution, Consumer Dispute Resolution

(1) The European Commission provides a platform for online dispute resolution (ODR platform), which you can access at
You can reach us at https://ec.europa.eu/consumers/odr.

(2) We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

§ 19 Final Provisions

(1) German law applies. Mandatory consumer protection provisions of the EU Member State of residence remain unaffected.

(2) Changes to these Terms and Conditions will be announced to the customer in writing at least four weeks before their planned effective date, e.g., by email to the address provided during purchase or in the customer account, or by a clear notification during the next order process in the online shop (mandatory field display/opt-in). For completed individual orders, the version of the Terms and Conditions valid at the time of the contract conclusion always remains applicable. Acceptance of amended Terms and Conditions within the context of a new order constitutes agreement to these changes. Otherwise, the customer will be expressly informed in writing within the context of existing continuing obligations (e.g., subscriptions) and given the right to object. The notification of changes will expressly inform the customer of their right to object, the deadline, and the legal consequences of an objection. The current version of the Terms and Conditions is available on the website.

(3) Should any provision of these Terms and Conditions be or become wholly or partially invalid or unenforceable, the validity of the remaining provisions shall remain unaffected.

(4) The current version of these Terms and Conditions (as of/date) is available in the footer of the website and is attached to the order confirmation.

Appendix 1: Cancellation policy (consumers)

Right of withdrawal

You have the right to withdraw from this contract within fourteen (14) days without giving any reason. The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods; in the case of partial deliveries, from receipt of the last goods or partial shipment. The cancellation policy and the model cancellation form will be provided to you by email with your order confirmation.

Exercising the right of revocation

To exercise your right of withdrawal, you must inform us (RU21 GmbH, Victor-Goerttler-Straße 2, 07745 Jena, Germany, email: support@ru-21.com) of your decision to withdraw from this contract by means of a clear statement (e.g., email or letter). You may use the attached model withdrawal form, but this is not obligatory. Timely dispatch of the withdrawal notice is sufficient to meet the deadline.

Consequences of the revocation

We will reimburse all payments received from you, including standard delivery charges (excluding any additional costs incurred if you chose a delivery method other than our cheapest standard delivery option), without undue delay and no later than fourteen (14) days from the day on which we received your notification of cancellation. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. We will use the same means of payment for the reimbursement as you used for the original transaction, unless otherwise agreed.

Return shipping costs / Loss of value

You must return or hand over the goods to the return address we have provided without undue delay and in any event no later than fourteen (14) days from the day on which you notified us of your withdrawal. The deadline is met if you send the goods before the period has expired. You bear the direct costs of returning the goods – even if return shipping via normal postal service is not possible. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exclusion or premature termination

The right of withdrawal does not exist or expires in the case of contracts for the delivery of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.

Additional information regarding the reimbursement of shipping costs / partial cancellation / shipping threshold

In the case of a full cancellation, we will refund the standard shipping costs. In the case of a partial cancellation, the shipping costs will not be refunded. If the value of your order falls below the threshold for free shipping (currently €160) due to returns, the originally incurred standard shipping costs may be charged retroactively or deducted from the refund.

Appendix 2: Sample cancellation form

If you wish to cancel the contract, please fill out this form and return it either by email to support@ru-21.com or by post to the address below.

To:

RU21 GmbH,
Victor-Goerttler-Straße 2,

07745 Jena,

Germany

Email: support@ru-21.com

I/We (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following products (*)/the provision of the following service (*):

— Ordered on (*)/received on (*):

— Name of consumer(s):

— Address of the consumer(s):

— Signature of the consumer(s) (only for notifications on paper):

- Date:

Note: The right of withdrawal does not apply to sealed cosmetic products if their seal has been removed or opened after delivery. The right of withdrawal also expires if the outer packaging or the seal of a cosmetic product has been opened or damaged for the first time after delivery, regardless of whether the product itself has already been used or not. (*) Delete as applicable.