Return Policy

RETURN POLICY

(As of October 10, 2025)

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1. General Return Policy

1. Returns are only possible if a product was damaged, faulty, or delivered incorrectly .
   Returns due to reasons such as taste differences, personal preference or intolerance are excluded.

2. Foodstuffs, dietary supplements and other highly perishable goods are generally excluded from exchange and return.
   unless there is a demonstrable production or shipping error.

3. A return is only permitted if the product

• is in its original, unopened, undamaged condition ,

• and was reported to us in writing within 24 hours of receiving the delivery .

4. The customer is obliged to announce any return in advance by email to support@esnero.com .
   Unannounced returns cannot be accepted or processed.

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2. Return procedure

1. Upon receipt of the return request, we will review the reported issue.
   The customer will then receive a return confirmation or rejection via email.

2. If the return is accepted, the customer will receive the return address and, if applicable, a return label.
   The return shipment is at the customer's expense and risk , unless we agree to cover the costs in writing.

3. The goods must be securely packaged and returned with the original proof of delivery (invoice or delivery note).

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3. Refund

1. Refunds will only be issued after a complete inspection of the returned goods.
   This includes, in particular, checking for completeness, integrity, and product safety.

2. The refund process can take up to 30 working days, depending on the product category and the scope of the review .

3. Refunds will only be issued via the payment method used by the customer when placing the order.

4. In the case of partial returns, only the corresponding value of the goods will be refunded.
   Shipping costs will only be refunded if the entire order was delivered incorrectly.

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4. Exclusion of returns

Returns are not possible if:

• the goods have been opened, used or damaged ,

• the seal was removed,

• the goods are perishable or pose a health risk ,

• or no objective defect can be proven.

📌 Example products:
Dietary supplements, superfoods, dried fruits, herbal blends, teas,
as well as all products that come into direct contact with food or skin.

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5. Transport damage

1. Obvious transport damage must be reported to the delivery person and documented immediately upon delivery .

2. In addition, the damage must be reported within 24 hours with photo or video evidence via email to support@esnero.com .

3. Without proof of transport damage, replacement deliveries or refunds cannot be made.

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6. Disclaimer

1. Esnero.com is not liable for returns that are sent back without proof of delivery or that are not properly packaged .

2. Likewise, we accept no liability for packages that are lost or damaged during return shipping.

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7. Contact

For all questions regarding returns or complaints, please contact us at:
📧 E-mail: support@esnero.com
🌐 Website: www.esnero.com

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📅 Entry into force: October 10, 2025

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