Refund and return policy
Seller: Volkranncraxylon, Oude Kijk in Het Jatstraat 42A, 9712 EL Groningen, Netherlands.
Last updated:
This policy explains how to cancel orders, return products where allowed, and receive refunds. It complements the Terms of Use and does not limit statutory rights for consumers.
Right of withdrawal (EU consumers)
If you are a consumer in the European Union, you generally have fourteen days to withdraw from a distance contract without giving reasons. The withdrawal period ends fourteen days after the day on which you acquire physical possession of the goods.
Exceptions for sealed goods
According to applicable law, the right of withdrawal may not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons if opened after delivery. Food supplements in sealed packaging fall under this category once the seal is broken.
Defective or wrong items
If an item is damaged, incomplete, or not what you ordered, contact us with a short description and, where reasonable, photographs. We will repair, replace, reduce the price, or refund in line with consumer law.
| Step | What we do |
|---|---|
| Notice | You email us within a reasonable time after discovering the issue |
| Evidence | We may ask for order number, batch details visible on the pack, and photos |
| Refund | Approved refunds use the same payment method where technically possible |
Return shipping
Where you have a statutory right of return and the product remains sealed and resalable, we provide the return address with instructions. Unless we failed to disclose required information, you bear direct return costs as permitted by law.
Refund timing
After we receive a returned product or accept a withdrawal where applicable, we issue refunds without undue delay and in any case within fourteen days from the day we receive the goods or proof that you sent them back, unless we agree otherwise.
Non-returnable situations
Opened food supplements that cannot be resold safely, products damaged after delivery through your fault, and personalised items produced to your specification may be excluded as allowed by law.
Territory and consumer law
Statutory rights for consumers depend on your place of residence and the country of sale. EU consumer rules described in this policy apply where we sell to consumers in the EU under the conditions stated at checkout. If you live outside the EU, local rules may still apply to your purchase, including import and return conditions.
Contact
Use the email identifiers listed in the site footer. Include your order reference and full name so we can locate your purchase.