Return Policy
Last updated:
1. Overview
Exceptionalwhole is committed to customer satisfaction. This Return Policy applies to all eye touch hygiene products purchased through our Website or via direct contact, including but not limited to our Gentle Hand Sanitiser, Microfiber Lens Cloth, and Eye Care Hygiene Kit. Please read this policy carefully before making a purchase.
2. Right of Withdrawal (EU Consumers)
If you are a consumer in the European Union, you have the right to withdraw from the contract within fourteen (14) days of receiving the products without giving any reason. The withdrawal period expires fourteen days after the day on which you, or a third party nominated by you, take physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement (e.g. by post or email). You may use the model withdrawal form provided by us, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
3. Effects of Withdrawal
If you withdraw from the contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
4. Return of Goods
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from the contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will have to bear the direct cost of returning the goods.
Products must be returned in their original packaging where possible, unused and unopened (where the product is sealed). For hygiene and safety reasons, we cannot accept returns of hand sanitisers or other products that have been opened or used, unless the product is defective.
5. Exclusions from Right of Withdrawal
The right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. This includes, for example, hand sanitisers that have been opened. For such products, returns are only accepted if the product is defective or does not conform to the contract.
6. Defective Products
If you receive a product that is defective or does not conform to the product description, please contact us immediately. We will arrange for a replacement or full refund, including any reasonable return shipping costs, in accordance with applicable consumer protection law in Germany. You have statutory warranty rights under German law (Gewährleistung) which are not affected by this Return Policy.
7. Return Process
To initiate a return, please contact us via our contact page or at our address: Valentinskamp 89-90, 20355 Hamburg, Germany. Include your order reference, the reason for the return, and the product(s) you wish to return. We will provide you with instructions for returning the goods and, where applicable, a return authorisation number.
We recommend that you use a trackable shipping method when returning products. Exceptionalwhole is not responsible for products lost or damaged in transit during the return process.
8. Refund Processing
Refunds will be processed within fourteen (14) days of receipt of the returned goods and confirmation that they meet our return conditions. Refunds will be credited to the original payment method used for the purchase. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
9. Partial Returns
If you have purchased multiple items (e.g. the Eye Care Hygiene Kit or multiple products in one order), you may return individual items subject to the conditions in this policy. Partial refunds will be calculated based on the returned items only.
10. Business Customers
If you are purchasing as a business (B2B), different terms may apply. Please contact us before placing an order to discuss return conditions for business purchases.
11. Contact
For any questions about returns, refunds, or this Return Policy, please contact us at Valentinskamp 89-90, 20355 Hamburg, Germany, or through our contact page at https://exceptionalwhole.world/contact.html.