Return Policy

1. Policy overview

This Return Policy explains how consumers may withdraw from distance contracts, return defective AlphaVirex units or other products, and obtain refunds or replacements. It aligns with Book 7 of the Dutch Civil Code, the Consumer Rights Directive (2011/83/EU) as amended, and Regulation (EU) 2019/1150 where relevant for digital fairness.

Business purchasers may have different contractual arrangements; contact us before returning bulk goods.

2. Right of withdrawal (cooling-off)

If you are a consumer in the European Economic Area, you have 14 days after the day on which you (or a third party indicated by you, other than the carrier) acquire physical possession of the goods to withdraw from the contract without giving any reason.

To meet the deadline, send your communication concerning your exercise of the right of withdrawal before the 14-day period has expired. You may use the model withdrawal form in the Annex below or any unequivocal statement.

Unless agreed otherwise, you bear the direct cost of returning the goods when the statutory right applies. We recommend tracked shipping and adequate packaging because risk stays with you until we receive the parcel.

3. Exceptions for hygiene-related sealed goods

Food supplements supplied in sealed packaging that are not suitable for return due to health protection or hygiene reasons cannot be withdrawn once unsealed after delivery, pursuant to Article 6.230p(e) Dutch Civil Code analogies and Directive 2011/83/EU Article 16(m).

If the seal is intact and the product remains in merchantable condition, you may return it within the withdrawal period. Opened bottles are reviewed case-by-case only when a manufacturing defect or contamination is documented.

4. Defective or damaged shipments

If goods arrive damaged, incomplete, or with a broken safety seal not caused after delivery, notify us within 48 hours of receipt with photographs of the parcel, label, and affected items. We arrange replacement or refund including reasonable return shipping costs at our expense.

The legal guarantee of conformity covers lack of conformity that exists when the risk passes to you and becomes apparent within two years, subject to proof rules in Dutch law.

5. Refund timing and method

After we receive and inspect eligible returns, we issue refunds within 14 days using the same payment method you used unless you expressly agree otherwise. We may withhold reimbursement until we receive the goods or until you supply proof of return, whichever is earlier.

Original shipping charges are refundable only when the entire order is withdrawn and you qualify for full withdrawal. Promotional discounts are reapplied consistently with the original order.

6. Exchange requests

Standard exchanges (for example, mistaken quantity ordered) follow the withdrawal and reorder workflow to keep tax documentation accurate. Contact customer service for assistance so we can reserve replacement stock.

7. Non-returnable situations

• Goods purchased after explicit waiver of withdrawal for urgent repair or maintenance where permitted by law (not typical for AlphaVirex).
• Goods mixed inseparably with other items after delivery.
• Customised batches produced specifically for you if such a service is offered in the future.

8. Return address and customs

Returns should be sent only to the address we confirm by email after you initiate a return. Unauthorized returns to outdated addresses may cause processing delays. Customers outside the EU must mark parcels as “Returned goods” to avoid import duties duplication; any duties incorrectly charged may be deducted from refunds if we incur them without prior agreement.

9. Environmental note

Please recycle cardboard and glass according to local rules. Do not discard supplements in wastewater; return them as chemical waste if required by your municipality.

10. Partial returns and bundled promotions

If you purchased a bundle at a reduced price and withdraw only part of the bundle, we may recalculate the retained items at their standard list price at the time of purchase and deduct the difference from your refund so the promotion remains fair for other customers.

11. Gift orders and third-party recipients

When goods are sent directly to a gift recipient, the purchaser retains the contractual right of withdrawal until it is exercised or expires, provided the recipient forwards the goods to us in accordance with our instructions. Proof of purchase may be required.

12. Chargebacks and payment disputes

If you initiate a payment chargeback while a return is in transit, we may pause the refund until the chargeback is withdrawn or resolved to avoid duplicate recovery. Cooperative resolution through customer service is encouraged.

13. Quality holds and batch recalls

If a regulator or our quality team identifies a batch concern, we may instruct you to stop using the product and return it at our cost, even outside normal withdrawal windows. Follow emailed instructions precisely and retain packaging photographs.

14. Annex — Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Chraxellaz, Marnixstraat 168, 1016 TG Amsterdam, Netherlands · Email: community@chraxellaz.world

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete where not applicable.