Zásady vrácení peněz
Refund and Return Policy
Last updated: 20 October 2026
Hair Pro Shop, Andrii Chernyshuk, Putzbrunner Straße 10, 85521 Ottobrunn, Germany. Email: hairproeu@gmail.com. VAT ID: DE354396739.
1. Your statutory right of withdrawal (EU and EEA consumers)
If you are a consumer resident in the European Union, the European Economic Area, Switzerland or the United Kingdom, you have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods. If your order is delivered in several parcels, the period runs from the day you receive the last parcel.
To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement — for example a letter sent by post or an email to hairproeu@gmail.com. You may use the model withdrawal form in section 8, but it is not obligatory. To meet the deadline it is sufficient that you send your communication before the withdrawal period has expired.
2. Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of the 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 14 days from the day on which we are informed about your decision to withdraw.
We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in no event will you be charged any fees for such reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earliest.
You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired.
You bear the direct cost of returning the goods.
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.
3. Exceptions — sealed cosmetic and hygiene products
In accordance with Article 16(e) of Directive 2011/83/EU and § 312g (2) no. 3 of the German Civil Code (BGB), the right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene, if the seal has been removed after delivery.
This applies to our keratin bonds, gels, glues, activators, removers and other cosmetic preparations. If the protective seal, foil or safety cap has been opened or removed, the product can no longer be returned. Unopened products with the seal intact can be returned normally under section 1.
The right of withdrawal also does not apply to goods made to your specifications or clearly personalised, and to gift cards.
4. Voluntary 30-day return (in addition to your statutory rights)
Beyond your statutory right of withdrawal, we voluntarily grant you 30 days from receipt to return unopened products with the seal intact and in their original packaging. This voluntary right does not restrict your statutory right of withdrawal under section 1, which remains unaffected.
5. How to return an item
- Contact us at hairproeu@gmail.com with your order number before sending anything back. Items sent back without prior notice cannot be processed.
- We will confirm the return and give you the return address.
- Pack the goods securely in their original packaging and send them to: Hair Pro Shop, Andrii Chernyshuk, Putzbrunner Straße 10, 85521 Ottobrunn, Germany.
- Please use a tracked service and keep the proof of postage. We cannot refund returns that never reach us and cannot be traced.
For returns from outside the European Union, mark the parcel clearly as "Returned goods — no commercial value" and attach the original invoice. Customs duties or import charges incurred because a return was declared incorrectly cannot be refunded.
6. Damaged, defective or incorrect items
If your order arrives damaged, defective or is not what you ordered, contact us within 48 hours of delivery with clear photographs of the outer packaging, the shipping label, the item itself and all parcel contents. In these cases we pay the return shipping and will, at your choice, replace the item or refund you in full. All our parcels are insured up to EUR 500.
This does not affect your statutory warranty rights, which apply for two years from delivery under German and EU law.
7. Refunds
Once we receive and inspect your return we will notify you of the outcome. Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card issuer it may take a few additional business days for the money to appear on your statement. If more than 15 business days have passed since we confirmed your refund, please contact us.
Where only part of an order is returned, delivery costs are refunded proportionally only if the entire order is returned.
8. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Hair Pro Shop, Andrii Chernyshuk, Putzbrunner Straße 10, 85521 Ottobrunn, Germany — hairproeu@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
— Ordered on / received on:
— Order number:
— Name of consumer:
— Address of consumer:
— Signature of consumer (only if this form is notified on paper):
— Date:
9. Online dispute resolution
The European Commission provides a platform for online dispute resolution at https://ec.europa.eu/consumers/odr. We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.
10. Contact
Hair Pro Shop, Andrii Chernyshuk, Putzbrunner Straße 10, 85521 Ottobrunn, Germany
Email: hairproeu@gmail.com — Phone: +49 175 6296979
VAT ID: DE354396739