This Policy explains how Nexoria honours statutory withdrawal rights for EU consumers, handles defective goods, processes refunds to original payment methods, and coordinates with carriers when parcels go astray. It complements the Terms of Service and is updated whenever logistics partners or consumer agencies publish new guidance.
Email chat@quobrynnslyx.world with your order number, SKU list, and a short description of the issue. Photographs of damaged outer cartons or broken seals accelerate our review. Authorised returns may be directed to Kaisaniemenkatu 1, 00100 Helsinki, Finland only after we issue a return merchandise authorisation (RMA) so the warehouse can match your parcel.
If you are a consumer in the European Union, you generally have fourteen calendar days from the day you—or a third party indicated by you, other than the carrier—take physical possession of the goods to withdraw from the contract without giving a reason. You must inform us of your decision through an unequivocal statement before the deadline expires.
Directive 2011/83/EU permits member states to restrict withdrawal once sealed goods were unsealed after delivery if hygiene or health protection is compromised. Food supplements fall within this category. Therefore, opened bottles or torn safety seals may not qualify for withdrawal refunds unless the product is defective or misdescribed.
If capsules are crushed, labels do not match the product inside, or you received another customer’s order, notify us within seven days of delivery. We arrange prepaid return labels where feasible and simultaneously dispatch replacements or issue refunds once carriers confirm pickup. Photos of batch numbers help us isolate production issues.
Final-sale bundles, personalised engraving requests, promotional testers marked “not for resale”, and items missing tamper-evident features due to customer alteration are excluded unless law mandates otherwise. Digital guides delivered instantly are treated as consumed once downloaded.
When withdrawal applies to sealed goods, you bear the direct cost of returning them unless we failed to disclose that cost or offered free returns during checkout. Use sturdy outer boxes; we are not responsible for carrier damage arising from inadequate repackaging.
After we receive and inspect eligible returns, we initiate refunds to the original payment method within fourteen business days. Banks and card issuers may add settlement delays beyond our control. Gift orders refund the purchaser unless a separate arrangement is documented.
If only part of a bundle is returned, we recalculate the refund proportionally to the paid line items, excluding shipping surcharges tied to removed products. Restocking fees are not charged for statutory withdrawals but may apply to wholesale pallets returned without original shrink wrap.
Issuing a chargeback without first allowing us to investigate may delay legitimate refunds and trigger account holds. Please escalate through our support queue—we aim to propose a fair remedy before your payment network intervenes.
When goods cross non-EU borders, import duties paid to authorities might not be recoverable through Nexoria. We document commercial invoices to assist your local reclaim procedures but cannot guarantee reimbursement from foreign agencies.
Carrier networks, packaging materials, and consumer regulations evolve. We revise this Policy to stay aligned and display the live calendar date whenever you load the page so you can compare versions during disputes. Archived copies dated within the statutory limitation period are available upon formal request.