Shipping & Returns

Order and shipment confirmation

After the order is successfully placed, an order confirmation email is sent with the order number and important shipping details. Please make sure that the shipping address is correct. The goods cannot be redirected once the goods have been shipped.

Where we ship

Ogaenics currently ships to all EU member states, Switzerland and the UK. We are working closely with our partners and carriers to to soon begin shipping Ogaenics to more countries

Shipping costs and estimated shipping times per country

Shipping to Switzerland: duties and taxes

We ship exclusively insured with Deutsche Post (DHL) to Switzerland. Delivery to a Swiss PO Box is not possible. .

Value Added Tax (VAT): Swiss customers whose delivery and billing address is in Switzerland are exempt from German VAT (currently 7% for dietary supplements, 19% for the rest of our range). The order is settled without German VAT.

Import sales tax: When importing into Switzerland, however, Swiss import sales tax must be paid, which is settled directly by the parcel delivery company.

Customs duties: Extensive customs formalities are required for goods with a net value of 1,000 Swiss francs or more. You can split your order into several individual orders to avoid this. Any customs duties will be charged to you by Swiss customs or by the parcel delivery company. We have no influence on this. Information about customs duties can be found here: Swiss Customs. Please note that we cannot reimburse these costs.

Shipping to UK: duties and taxes

Our deliveries to the UK are exclusively insured via our shipping partners. For our customers in the UK, the following rules apply:

1. Value Added Tax (VAT): Customers with delivery and billing address in the UK are exempt from German VAT. VAT is currently 7% for dietary supplements and 19% for the rest of our range. Your order will be charged without German VAT.
2. Import VAT: When importing your order to the UK, UK import VAT will apply. These charges are usually billed directly by the parcel delivery company.
3. Customs duties: Since Brexit, customs duties may apply. These charges are levied by the UK customs authorities on purchases over the current value of £135 and are your responsibility. Any customs duties and UK VAT will be charged by UK customs or the parcel delivery company. We have no influence on these costs. For more information on customs fees, visit the UK government website:

Shipment to a pack station

We also ship to pack stations within Germany. Please enter the data of the Packstation as delivery address.

Shipping to a different delivery address

If the order is to be shipped to a different address than the billing address, simply enter the desired shipping address on the “Checkout” page in the section “Alternate Shipping Address”.

Return policy

Refunds for items eligible for return are available within 14 days after purchase. If an order is returned in whole or in part, any free items received with the purchase must be returned as well. You will be responsible to cover the direct costs of the return shipment.

Items must be returned unopened/unused and in the original packaging. Items that are damaged upon receipt are not eligible for a refund. If a returned item is opened or used, a refund will be issued at the sole discretion of Ogaenics in accordance with Ogaenics’ terms and conditions for refunds. Products that have been opened or used can only be refunded via a shop credit.

For DE returns

In case of a complaint or exchange you have the option to return your purchase according to the terms defined in our term “right of order cancellation” (14 days). You will be responsible to cover the direct costs of the return shipment. It is necessary that you submit a revocation for this. The easiest way to do that is to fill out our withdrawal form right here on this site.

We will refund the purchase price paid immediately upon receipt of the return In the case of evidence of wear and tear and use of the goods, compensation must be paid for any loss in value of the goods if the loss in value is due to the handling of the goods and this was not necessary for the inspection of the condition, properties and functioning of the goods.

We ask for your understanding that in case of unstamped or insufficiently stamped returned shipments we have to deduct the penalty postage from the amount we will refund to you which is imposed on us by the courier company (DE: 18,00 €; AT, BE, NL, LU 12,30 €)

If you have filled out our order revocation form below, pack the goods to be returned in its original condition together with the return form and send it to the following address:

Hansenlogistic Baack + Hansen GbR
House 15, c/o Novel Nutriology
Borsteler Chaussee 85-99a
22453 Hamburg, Germany

Refunds are made to your original payment method: credit to your bank account, PayPal account or credit card account.
If an order is returned in whole or in part, any free items received with the purchase must be returned as well.

If a product is to be exchanged for another product, please return the product you do not want and place a complete new order. We will gladly send you a return label for the return within Germany to print out yourself. To do so, please contact hello@ogaenics.com. The return costs for the shipment are € 4.80 (DHL) within Germany.

If you have any questions or need more information about the return process, please contact our customer service team at hello@ogaenics.com.

The complete cancellation policy with detailed information on the start of the cancellation period and the consequences of cancellation, as well as the cancellation form can be found in our cancellation policy.

Undeliverability

If your shipment is returned to us due to undeliverability or because you did not pick it up in time, we will deduct the DHL fee of 4,50 € from the refund. For shipments abroad, this fee is increased by the respective country postage (see table)

Undeliverable shipment Return transport costs DE: 4,50 € DHL

Undeliverable item Return shipping costs AT: 18,54 € (4,50 € return fee + 14,04 € postage)

Undeliverable shipment Return shipping costs EU: 4,50 € return fee + shipping costs (see table)

Undeliverable shipment Return shipping costs island EU: 4,50 € return shipping fee + shipping costs (see table) + 35,00 EUR (island surcharge)

100 days money back guarantee

If you have ordered an Ogaenics product from our webshop and are not satisfied, you have 100 days to return the opened product to us. We will then refund the purchase price.

The rules

To take advantage of our 100-day money back guarantee, email us at hello@ogaenics.com with your name and order number. Our Customer Happiness Team will then take care of it. Here’s what you should watch out for:

1. We can only take back products that are still at least 1/3 full.
2. When returning multiple packages of the same product, only one package should be opened to recover the product price for all products.
3. Please send your return to the following address: Ogaenics | Novel Nutriology GmbH, Johnsallee 30, 20148 Hamburg.
4. The money-back guarantee is valid only once per customer per product.
5. Important: Please be sure to note the order number and your name on the package. Otherwise we can not assign your return.