Refund policy
Refund policy
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period shall be fourteen days from the day on which you, or a third party designated by you who is not the carrier, takes possession of the goods.
To exercise your right of withdrawal, you must inform us (Naksu Nutrition S.à r.l.-S, Rue Emile Mark 40, 4620 Differdange, Luxembourg, Email: support@naksunutrition.com) of your decision to withdraw from this contract by means of a clear declaration (e.g., by email or letter). You may use the attached model withdrawal form for this purpose, although this is not mandatory. If you make use of this option or submit another clear declaration, we will promptly provide you with confirmation of receipt of your withdrawal (e.g., by email).
To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Returns and Processing
Please note that the goods may only be inspected to the extent that would also be possible in a physical retail store. Any further use, in particular wearing, washing, or otherwise using the goods (e.g., clothing), may result in a loss of value.
In the event of a loss in value, we reserve the right to take such loss into account when issuing a refund.
For certain goods, particularly sealed items for hygiene reasons, the right of withdrawal does not apply if the seal has been removed or damaged after delivery.
Please contact us before returning any goods at support@naksunutrition.com so that we can provide you with the correct return address and further return instructions. Returns sent without prior contact may delay processing.
We recommend returning the goods, where possible, in their original packaging and in proper condition to ensure smooth processing.
Consequences of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs (except for any additional costs resulting from your choice of a more expensive delivery method), without undue delay and no later than fourteen days from receipt of your withdrawal notice.
The reimbursement will be made using the same payment method that you used for the original transaction, unless otherwise agreed. We may withhold reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs earlier.
Return of Goods
You must return or hand over the goods to us no later than fourteen days from the day on which you inform us of your withdrawal. The deadline is met if you dispatch the goods before the fourteen-day period has expired.
You shall bear the direct costs of returning the goods.
You are only liable for any diminished value of the goods if such loss in value results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to contracts for the supply of goods:
which are liable to deteriorate or expire rapidly,
which are not suitable for return for reasons of health protection or hygiene if their seal has been opened, damaged, or removed after delivery,
which, after delivery, have been inseparably mixed with other goods due to their nature,
or goods that have been used, worn, washed, or otherwise altered after delivery and are therefore no longer in their original condition.
The right of withdrawal does not apply to contracts for the supply of gift vouchers if they have been made available immediately after purchase.
Note:
This applies in particular to sealed food products and food supplements (e.g., protein powder) as well as clothing where returns are excluded for hygiene reasons after use.
Damages and Issues
Please inspect the goods immediately upon receipt.
If an item is damaged, defective, or incorrectly delivered, please contact us without delay so that we can assess the matter and offer an appropriate solution.
Refunds
Once we have received and inspected the returned goods, we will inform you whether the refund has been approved.
If approved, the refund will be issued to the original payment method used for the purchase.
Please note that processing times of payment service providers or banks may result in additional delays.
Free Products, Gifts and Promotional Items
If an order included free additional items, gifts, complimentary products, or promotional items, these must also be returned in the event of a complete return of the order.
If a partial return causes the minimum order value required to qualify for the respective free or promotional item to no longer be met, that item must also be returned.
If it is not returned, we reserve the right to deduct the corresponding value from the refund.
Exchanges
Direct exchanges of items are generally not offered.
If you wish to receive a different item, a new order must be placed.
Language Provision
This withdrawal policy has been drafted in the German language.
Where translations into other languages are provided, the German version shall serve as the authoritative and legally binding version.
In the event of discrepancies or conflicts between language versions, the German version shall prevail exclusively.
Voluntary Return Policy (30 Days)
Independent of your statutory right of withdrawal, we grant you a voluntary return period of a total of 30 days from receipt of the goods.
A condition for the return is that the goods are unused, unopened, and in proper condition and, where possible, returned in their original packaging.
Excluded from the voluntary return policy are, in particular, goods that are not suitable for return for reasons of health protection or hygiene if their seal has been opened, damaged, or removed after delivery.
This applies in particular to food products and food supplements (e.g., protein powder) as well as clothing that has been worn, washed, or otherwise used.
The customer shall bear the costs of return shipping under the voluntary return policy unless expressly agreed otherwise.
The statutory right of withdrawal remains unaffected by this voluntary return policy.