Refund policy

Shipping

We always try to process orders as quickly as possible and in most cases, when orders are received by 12 o'clock noon, the order leaves our warehouse on the same day with the logistics company (usually DHL). In some cases there are delays, as life happens from time to time, but we need a maximum of 3 working days to send the order.

Returning an order

We have a 14-day return policy, which means you have 14 days after receiving the item to request a return.

To be eligible for a return, the item must be in the same condition in which you received it: unused and in its original, unopened packaging.

To initiate a return, you can contact us at contact@molecusan.com. Please note that the return shipment must be sent to the following address: Molecusan Factory GmbH, Triftenstraße 61, 32791 Lage, Germany.

The customer bears the return costs.

If you have any questions about returns, you can contact us at any time at contact@molecusan.com.

Damage and problems

Please check your order upon receipt and contact us immediately if the item is faulty or damaged or if you have received the wrong item so that we can assess and solve the problem.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns for products that have already been opened or whose seals have been broken for other reasons.

Exchange

The quickest way to make sure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.

European Union 14 day time for consideration

If the item is being shipped to the European Union, you have the right to cancel or return your order within 14 days without giving a reason. As described above, your item must be in the same condition in which you received it: unworn or unused, with tags and in the original packaging. You will also need the receipt or proof of purchase.

Refund

We will notify you as soon as we have received and checked your return and let you know whether the refund has been approved or not. If this is the case, the amount will be automatically refunded to your original payment method within 10 working days. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@molecusan.com.