Return Policy

Ontogenie Return Policy

We want you to be happy with your purchase from Ontogenie. If that’s not the case, we accept returns or refunds according to the following conditions:


You have the right to return your purchase for any reason within 30 days from the time you, or a third person designated by you who is not the delivery person, receives the package. If you would like to return your purchase, it is sufficient if you send notification of your intention to return it within 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You must inform us that you are returning the package, preferably via email (Kimberly Falk,, or via regular mail (Kimberly Falk, Schroeterstrasse 6A, 07745 Jena, Germany). You may fill out the withdrawal form at the end of this policy statement and include it in your return package if you would like, but it is not obligatory.

To complete your return, we require proof that it was purchased through Ontogenie, i.e., the order number.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

There are certain situations where only partial refunds are granted: any item not in its original condition, damaged or missing parts for reasons not due to our error, or any item that is returned more than 30 days after delivery

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Kimberly Falk, Schroeterstr. 6A, 07745 Jena, Germany.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to:

Kimberly Falk
Schroeterstr. 6A
07745 Jena

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

When requesting a return by email or post, you can formulate the request as:
-I (we) hereby give notice that I (we) withdraw from my (our) contract entered into for the purchase of the following products
-ordered on/received on
-by (name of Consumer)
-Address of Consumer
-Signature of Consumer

For extrajudicial settlements of consumer disputes, the European Union has launched an online platform ("ODR platform"):