- Applicable Legal Framework
This Return and Refund Policy sets out the conditions for returning products purchased from our online store.
This Policy is prepared in accordance with applicable European consumer protection rules, including the consumer’s right of withdrawal for distance contracts, rules on product conformity, and applicable data protection requirements.
- Right of Withdrawal
Consumers have the right to withdraw from a distance contract without giving any reason within 14 calendar days from the day on which they, or a third party indicated by them, receive the goods.
To exercise the right of withdrawal, the consumer must inform us of their decision to withdraw from the contract by sending a clear statement through the available customer support or contact method.
The withdrawal period is respected if the consumer sends the withdrawal request before the 14-day period expires.
- Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to certain categories of goods, including but not limited to:
Sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery;
Goods that are liable to deteriorate or expire rapidly;
Goods made to the consumer’s specifications or clearly personalised;
Products that have been opened, used, damaged, or are no longer in their original condition.
Due to the nature of food supplements and health-related products, many products may not be eligible for return if the original seal has been broken, the packaging has been opened, or the product has been used.
- Conditions for Returning Products
For products that are eligible for return, the following conditions must be met:
The return request must be made within 14 calendar days from the date of delivery;
The product must be unused, unopened, undamaged, and in its original packaging;
The product must be returned together with proof of purchase;
The product must be in a condition suitable for resale, unless the return concerns a defective, damaged, or non-conforming product.
The consumer is responsible for the direct cost of returning the goods, unless we agree otherwise or unless applicable law requires otherwise.
- Return Procedure
To initiate a return, the consumer must contact customer support and provide the order details and reason for the return, where applicable.
After the return request has been reviewed, the consumer will receive instructions on how and where to send the product.
Products sent back without prior return approval may not be accepted.
The consumer is responsible for ensuring that the returned product is properly packed and protected during shipment. We recommend using a traceable delivery service, as we are not responsible for items lost or damaged during return shipping.
- Refunds
Once the returned product has been received and inspected, the consumer will be informed whether the return has been approved.
If the return is approved, the refund will be processed using the same payment method used for the original purchase, unless the consumer expressly agrees to another refund method.
Refunds will be processed without undue delay and, where applicable, within the period required by law.
Depending on the payment provider or bank, it may take additional time for the refunded amount to appear in the consumer’s account.
Original delivery costs may be non-refundable, except where required by applicable law or where the return is due to our error, defective goods, damaged goods, or non-conforming goods.
- Damaged, Defective, or Non-Conforming Products
If the consumer receives a damaged, defective, incorrect, or non-conforming product, they should contact customer support as soon as possible after delivery.
In such cases, we may offer a replacement, repair, or refund in accordance with applicable consumer protection laws.
The consumer may be asked to provide photos, order details, or other relevant information to help us assess the issue.
- Refusal of Returns
We reserve the right to refuse a return if:
The product has been opened or used;
The product is not in its original condition;
The original packaging is missing or damaged;
The product is not eligible for return for health protection or hygiene reasons;
The return request is made after the applicable return period;
The product was returned without prior approval.
- Contact
For questions regarding returns, refunds, or product issues, consumers may contact our customer support through the available contact method provided by the seller.
- Changes to This Policy
We reserve the right to update or amend this Return and Refund Policy from time to time. The version applicable at the time of purchase will apply to the relevant order.
