1. Delivery countries, shipping methods, delivery times
We currently deliver to Germany, Austria, and Switzerland. Special territories/excluded addresses: For tax and customs reasons, we do not deliver to Heligoland or Büsingen am Hochrhein (Germany). Deliveries to Austrian special territories (e.g., Jungholz, Mittelberg/Kleinwalsertal) and Swiss customs exclusion zones (e.g., Samnaun/Spiss) are excluded. Deliveries to P.O. boxes, parcel lockers (unless explicitly offered at checkout), and field post/military addresses are excluded.
Unless otherwise stated at checkout, the following standard delivery times apply (working days, excluding public holidays at the sender's or recipient's location):
Germany/Austria: approx. 1–5 working days from dispatch.
Switzerland: approx. 3–7 working days from dispatch (customs delays possible)
The available shipping methods and estimated delivery times are displayed at checkout.
2. Shipping costs
Free standard shipping on orders over €160 (merchandise value incl. VAT, after deduction of discounts/vouchers), provided it is available at checkout.
For orders below €160, the shipping costs shown at checkout apply.
For deliveries to Switzerland, additional import duties (customs/taxes/fees) may apply. These are borne by the recipient; the amount depends on the regulations of the Swiss authorities. Customs/taxes & returns: Deliveries to Switzerland may be subject to import duties (customs/taxes/fees), which must be borne by the recipient.
For returns from Switzerland, please mark "Return - Returned Goods" on the shipping document and include import documents to avoid unnecessary duties. Amounts refunded by us do not include import duties paid by you; a refund can be claimed from the authorities/carrier if applicable.
3. Shipping, transfer of risk, delivery
Shipping is handled by professional parcel services/logistics providers. Depending on the shipping method, delivery may require a signature. Please inspect the shipment and packaging upon receipt; immediately notify us and the delivery driver of any obvious transport damage so that we can secure our claims (your statutory warranty rights remain unaffected).
Undeliverable items: If a shipment is undeliverable due to an incorrect/incomplete address, failure to collect the package, or refusal to accept delivery without any defect, we will contact you to clarify the situation. Reshipment will occur after address confirmation; additional shipping costs may apply. If the shipment is returned without reshipment, we will refund the purchase price (less any return shipping costs, if you initiated the return).
Force majeure: Delivery times may be extended in the event of circumstances beyond our reasonable control (e.g., strikes, natural disasters, government actions, global disruptions to supply chains). Your statutory rights remain unaffected.
Partial deliveries/pre-orders: We reserve the right to make partial deliveries, provided this is reasonable. For pre-orders/backorders, we will inform you of the expected shipping date at checkout/via email; partial deliveries do not affect your right of withdrawal.
Quantity limits/No resale: We reserve the right to limit order quantities per customer and to refuse orders for the purpose of resale.
4. Returns (Return Process)
Please notify our customer service of any returns in advance: office@ru-21.com (stating your order number, item(s), and quantity). You will then receive instructions for the return process (including the return address and, if applicable, a return label). Please note the special return and cancellation policies for sealed cosmetic products.
Return period: Within 14 days of receiving the goods (for details on the statutory cancellation period see “Cancellation Policy”).
Please return the goods in their original packaging, unused and securely packed with all accessories.
Cosmetic products that were delivered sealed for health protection or hygiene reasons can only be returned if they are unopened, unused, and in their original sealed condition. Sealing refers specifically to the seal, film, or outer packaging that protects the product. The right of withdrawal is void as soon as this film or seal is removed, damaged, or opened after delivery.
Return shipping costs are borne by:
You are responsible for the direct costs of the return shipment. If we offer an optional return label, we can deduct a flat fee of €6.50 from your refund if you use our label. (If you use your own label, no flat fee will be charged.)
Free items & bundles:
Please return any enclosed free items/rewards with your order if you are returning the entire order. For bundles/sets, the refund may be adjusted if only parts are returned (the individual/set price shown at checkout will apply).
5. Refund
After receiving and inspecting the returned goods, we will refund the purchase price within 14 days from the day we receive your notification of cancellation; however, we may withhold reimbursement until we have received the goods back or you have provided proof of return, whichever occurs first.
Refunds will be issued using the same payment method as the original transaction, unless expressly agreed otherwise.
In the event of cancellation, we will also refund the standard delivery costs of the initial shipment; additional costs for a different, more expensive delivery method chosen by you will not be refunded.
Partial cancellation/threshold: In the case of a full cancellation, we will also 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 (€160) due to returns, the original standard shipping costs may be charged retroactively or deducted from the refund.
6. Cancellation policy (consumers)
A consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither attributable to their commercial nor their independent professional activity.
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The cancellation period is 14 days from the day,
on which you or a third party designated by you, who is not the carrier, have taken possession of the goods, provided that you have ordered one or more goods as part of a single order and these are delivered together;
on which you or a third party designated by you took possession of the last item of goods, if you have ordered several items as part of a single order and these are delivered separately;
on which you or a third party designated by you took possession of the last partial shipment or the last item, if you ordered goods that are delivered in several partial shipments or items;
on which you or a third party designated by you, who is not the carrier, took possession of the first goods, provided that you have concluded a contract for the regular delivery of goods (subscription) over a specified period;
To exercise your right of withdrawal, you must inform us (RU21 GmbH, Victor-Goerttler-Str. 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. by letter or email). You may use the attached model withdrawal form, but this is not obligatory.
To meet the cancellation deadline, it is sufficient that you send the notification of exercising your right of cancellation before the cancellation period expires.
Consequences of the revocation
If you cancel this contract, we will reimburse all payments received from you, including delivery costs (excluding any additional costs arising from your choice of a delivery method other than our cheapest standard delivery option), without undue delay and at the latest within 14 days from the day on which we receive notification of your cancellation.
For this refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this refund.
We may refuse to refund you until we have received the goods back or you have provided proof that you have returned the goods, whichever is the earlier.
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 14 days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you send the goods before the period has expired.
You are responsible for the direct costs of returning the goods. (If you use a return label provided by us, we can deduct the cost of €6.50 from your refund.)
You are only liable for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for testing their condition, properties and functionality.
Refund of shipping costs in case of cancellation
In the event of a full cancellation, we will refund the purchase price as well as the cost of the cheapest standard delivery ("outbound shipping costs"). Additional costs incurred due to a different delivery method chosen by you (e.g., express delivery) will not be refunded.
In the case of partial cancellation, the initial shipping costs will not be refunded if flat-rate shipping fees apply; if shipping costs are calculated based on weight/size, we will refund them proportionally to the extent that they would not have been incurred had the retained goods been delivered.
If the order value falls below the threshold for free shipping (€160) due to partial returns, the original standard shipping costs may be charged retroactively or deducted from the refund.
You are responsible for the return shipping costs; we explicitly inform you of this above.
Exclusion or premature expiry of the right of withdrawal
The right of withdrawal does not apply in the following cases:
Contracts for the supply of sealed goods that are unsuitable for return for reasons of health protection or hygiene if their seal has been removed after delivery. For these items, a return or cancellation is generally excluded once the hygiene seal (e.g., applied seal, film, original closure, original label) has been opened, damaged, or removed.
The goods must be inspected in such a way that the seal/attachment/packaging remains intact. Only completely sealed, unopened cosmetic products can be returned and cancelled. This right of withdrawal does not apply to the delivery of goods that are not prefabricated and for whose production an individual selection or specification by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer; nor to the delivery of goods that can spoil quickly or whose expiration date would be quickly exceeded.
Voluntary scheme for Switzerland
For orders with a delivery address in Switzerland, we voluntarily grant you a 14-day right of return under the above conditions (the right of withdrawal in the sense of EU law does not exist in Switzerland).
This voluntary arrangement does not affect mandatory Swiss consumer protection regulations.
7. Sample Cancellation Form
*(If you wish to cancel the contract, please fill out this form and return it.)*
To
RU21 GmbH
Victor-Goerttler-Str. 2
07745 Jena
Germany
Email: office@ru-21.com
I/We (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/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
(*) Delete as appropriate.