How we think about refunds
Food supplements sit in a careful legal category: opening a safety seal may prevent resale, yet you still deserve protection when bottles arrive shattered or when the wrong lot ships. We aim for outcomes that feel fair to both you and the independent retailers who stock our goods offshore.
Statutory withdrawal basics
Consumers in the EU, EEA, and UK normally have fourteen days after receiving physical goods to withdraw from an online purchase without giving a reason. The countdown begins when you—or a neighbour you authorised—physically possess the parcel. Tell us clearly via email if you wish to withdraw; we confirm receipt and issue a return number.
Sealed packaging & hygiene limits
When health or hygiene considerations apply—typical for ingestibles with tamper-evident rings—you lose withdrawal rights only after fully breaking those seals, provided we informed you before checkout. If seals were broken in transit prior to your acceptance, photographic evidence within forty-eight hours preserves your remedies.
Defective, damaged, or mislabelled goods
Reporting hidden defects is not limited to the fourteen-day window when consumer law grants longer periods. Contact us with batch identifiers if capsules taste wildly off-profile, labels misstate ingredient order, or desiccant packs rupture. We may request return of suspect units for laboratory confirmation while shipping replacements immediately in parallel-to-quality situations.
Refund cadence & payment rails
Once we approve a refund, banks typically post credits within fourteen days of receiving returned stock or proof that you handed the parcel to a carrier. Prepaid cards mirror the original tender. Partial refunds for duty or shipping may appear as separate line items; ask your issuer if entries look odd.
Bundles, subscriptions, coupons
Buying a trio bundle at a discount means returning all three unopened bottles to recapture the promotional price. If you keep one item, we recalculate pricing at the everyday single-unit rate before refunding the remainder. Subscription pre-payments follow the cancellation article emailed with your welcome series.
When refunds may be limited
Final-sale clearance lots flagged at checkout, bespoke blends mixed to your written specification, or products confiscated by customs due to your omission on import forms fall outside standard programmes. Digital downloads—if we ever ship PDF protocols—expire once opened unless file corruption blocks access.
Step-by-step claim flow
Email talk@grozelonkroz.world with “Refund request” plus your order ID. Attach photos for damage cases. We reply with a printable label when we cover shipping or instructions when you must arrange local drop-off. Keep tracking IDs until the warehouse scans receipt.
Gifts & invoiced entities
Original purchasers receive refunds by default. Gift recipients may receive store credit when the buyer authorises in writing. Corporate Procurement teams with purchase orders should loop accounts payable early so credit notes align with ERP schedules.
Chargebacks & good faith
Initiating a chargeback while a refund ticket is active can duplicate credits. Please pause card disputes until we acknowledge your thread unless fraud is certain. Malicious chargeback patterns may lead to suspended accounts.
Policy amendments
Carrier policy or statutory amendments may force wording changes. The date atop this page reflects the newest consolidated guidance. Historic purchases follow the version visible at checkout time unless newer law retroactively improves your rights.
Human escalation
Unresolved after two exchanges? Address senior support c/o Vitaminveien 7–9, 0485 Oslo, Norway, attention “Refund Escalations,” and we schedule a voice or video session if email proves insufficient.