1. Who we are
This Return Policy applies to purchases made from:
Phrexxonvorkan
Marnixstraat 168
1016 TG Amsterdam
Netherlands
Email: support@phrexxonvorkan.world
Phone: +31 20 623 1051
If you have questions about returns or refunds, please contact us using the details above.
2. Your right of withdrawal (consumers in the EU/EEA)
If you are a consumer (i.e. you are acting for purposes outside your trade, business, craft or profession), you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party you designate) take physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement (e.g. by letter, email, or contact form). You may use the model withdrawal form available from the European Commission or any other clear statement. We will send you an acknowledgment of receipt of your withdrawal without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication before the 14-day period has expired. If you withdraw, we will reimburse all payments received from you, including delivery costs (except for any additional costs arising from your choice of a type of delivery other than the least expensive standard delivery we offer). We will make the reimbursement without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods (e.g. opening packaging to inspect the product). We are not required to reimburse the supplementary costs if you have chosen a type of delivery other than the least expensive standard delivery we offer.
3. Exceptions to the right of withdrawal
Your right of withdrawal does not apply to: (a) the supply of goods made to your specifications or clearly personalised; (b) the supply of goods which are liable to deteriorate or expire rapidly; (c) the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery; (d) the supply of goods which are, after delivery, inseparably mixed with other items. For dietary supplements, exception (c) may apply once the seal of the product packaging has been broken, as the product may no longer be resaleable for reasons of hygiene and safety. If the product is unopened and sealed, you may still withdraw within the 14-day period and return it in its original condition. If you are unsure whether an exception applies to your order, please contact us before returning the product.
4. Defective or non-conforming goods
If the goods you received are defective or do not conform to the contract (e.g. wrong product, damaged, or not as described), you are entitled to remedies under applicable consumer law (e.g. repair, replacement, price reduction, or refund). Please contact us as soon as you discover the defect or non-conformity. We may ask you to provide photos or a short description. Depending on the case, we will arrange for return of the product (we may bear the return cost for defective or non-conforming goods) and will provide a replacement or refund as appropriate. Your statutory rights under Dutch and EU law are not affected by this Return Policy.
5. How to return goods
When returning goods (whether under the right of withdrawal or for a defect):
- Contact us first (email or phone) so we can confirm the return and, if applicable, provide you with return instructions or a reference number.
- Pack the product securely, preferably in its original packaging if possible, to avoid damage in transit.
- Send the package to the address we provide (which may be our business address or a returns centre). We recommend using a trackable delivery service.
- Keep proof of postage until you have received confirmation that we have received the return.
For withdrawal returns, you pay the cost of return unless the product is defective or non-conforming, in which case we will agree with you who bears the cost. Refunds will be processed to the same payment method used for the order, unless we agree otherwise with you.
6. Refund processing time
We will process your refund without undue delay and in any event within 14 days of (a) receiving your withdrawal notice (for withdrawal) or (b) receiving the returned goods or evidence of return, whichever is relevant. The time it takes for the refund to appear on your account may depend on your bank or payment provider (e.g. 5–10 working days after we have made the refund). If you have not received the refund within a reasonable time, please contact us and we will investigate.
7. Business customers
If you are ordering in the course of your trade, business, craft or profession, the statutory right of withdrawal for consumers may not apply. Returns and refunds for business customers may be subject to separate agreement or our general terms for B2B. Please contact us to discuss.
8. Changes to this Return Policy
We may update this Return Policy from time to time. The current version will be posted on this page with a revised “Last updated” date. Changes do not affect returns or withdrawals that you have already validly initiated before the change. For new orders, the version in force at the time of your order applies unless otherwise required by law.
9. Contact
For any questions about returns, withdrawals, or refunds, please contact us at: Phrexxonvorkan, Marnixstraat 168, 1016 TG Amsterdam, Netherlands; email: support@phrexxonvorkan.world; phone: +31 20 623 1051. We will respond as soon as possible.