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At SelfGem, hygiene is essential. Therefore, hygiene-sensitive products, such as Tooth Gem Kits, can only be returned if the packaging or seal is unopened and the item remains unused. The product must be fit for resale. Personalized products cannot be returned due to customization. Other products can of course be returned, provided they meet our return conditions.
You have a 30-day cooling-off period from the date of receipt. After registering your return, you have 14 days to send the item back. By law this is 14 days; we offer an extended 30-day period as a gesture of goodwill.
Please contact us first for instructions. You are responsible for the shipping and costs of the return shipment.
If a shipment is refused, cannot be delivered (e.g., due to absence or an incorrect address) and is therefore returned to us, a refund will be processed once the parcel has been received physically by us. From the moment the shipment enters the return process, further action lies with the customer; during this time we cannot take any action. If the parcel does not return or has not yet reached us, we are not obliged to issue a refund.
Please report within 3 days and include clear photos/evidence.
Exchanges are not possible. Please return the unwanted item and place a new order if needed.
Refunds are issued within 7–14 days of return registration, provided the return is received in good condition. The refund is made via the original payment method.
For a proper full return, we refund the purchase price and—if applicable—the original outbound shipping costs. For a partial return, outbound shipping costs are not refunded.
