Warranty Conditions
Terms and Conditions for the Xeno Compatibility Guarantee
1. What is the Xeno Compatibility Guarantee?
The Compatibility Guarantee is a voluntary guarantee provided by Xeno GmbH (Weidenstieg 14, 20259 Hamburg, HRB 154604) in accordance with Section 443 of the German Civil Code (BGB). It supplements your statutory rights regarding defects and warranty claims and does not restrict them. Claiming the guarantee is free of charge for you. You will only bear the cost of return shipping if you choose the corresponding option.
2. What we guarantee you
Should your skin react to a product eligible for guarantee (see Section 3), you will receive, at your choice:
- a free replacement with another mini product after consultation with our skin consultation service.
- a full refund of the purchase price to your original payment method after you have returned the product to us (You only bear the cost of return shipping.)
- a full refund as store credit (No return shipping required)
Upon request, you will also receive a free individual consultation for your further skincare routine.
3. When the guarantee applies
The Compatibility Guarantee applies to mini skincare products from the Xeno range if all the following conditions are met:
- You purchased the product on xeno-naturkosmetik.com
- Your order was placed after May 22, 2026
- You purchased the affected product for the first time
- It is the smallest version of a product (filling quantity up to a maximum of 15ml or 15g).
- It is a skincare product
- You make a complaint within 30 days of receiving the goods
4. What the guarantee does not cover
The Compatibility Guarantee does not apply in the following cases:
Excluded products:
- Products in regular packaging size (over 15ml/g or if a smaller version exists)
- Products for which there is no mini size (yet)
- Accessories
- Food supplements
Repeated purchases of the same product: The guarantee is intended as protection for the initial test.
The guarantee can be claimed once per product per person. If you have already claimed the guarantee for a product or if the 30-day period after a previous purchase has passed without result, it will not apply again to subsequent purchases of the same product.
For other mini products, you can, of course, use the guarantee again.
Other reasons for exclusion:
- If the reported reaction cannot be plausibly linked to the product application
- If there is a justified suspicion of misuse (e.g., use across multiple customer accounts or unusually frequent complaints)
5. How to claim the guarantee
Send us a brief written description of the skin reaction to hallo@xeno-naturkosmetik.com or via the contact form, stating your order number. This is usually sufficient.
In justified individual cases, we reserve the right to request additional evidence, e.g.:
- Photos of the skin reaction
- proof of identity
6. Data Protection
In the context of guarantee processing, we process personal data (name, order data, description of the skin reaction, possibly image material). Details can be found in our Privacy Policy.
By sending image material, you consent to its internal processing for the purpose of handling the guarantee claim.
7. Validity, Amendments, Law
These guarantee terms and conditions apply in the version published at the time of your order. For orders already placed with a compatibility guarantee, the terms and conditions valid at the time of order remain unchanged. Xeno reserves the right to amend the guarantee terms and conditions for future orders or to discontinue the guarantee.
The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods, unless mandatory consumer protection regulations of your country of residence oppose this.
As of: 23.05.2026