This Refund and Return Policy (“Policy”) explains how Qualtrexcraxylon.world (“we”, “us”) handles cancellations, statutory withdrawal, returns of sealed and unsealed goods, refunds, replacements, and chargebacks for Frenico products purchased through qualtrexcraxylon.ddd. It complements the Terms of Service and mandatory EU consumer law.
Return desk: chat@qualtrexcraxylon.world · Strandbygade 27, 6700 Esbjerg, Denmark
1. Who this Policy covers
Consumers resident in the European Economic Area and the United Kingdom generally benefit from statutory withdrawal rights described below, unless an exception applies. Business purchasers may be subject to separate commercial terms; where silent, reasonable commercial return windows may apply at our discretion.
2. How to contact us
Email chat@qualtrexcraxylon.world with your order number, purchase date, reason for the request, and photographs if goods arrived damaged. Postal correspondence should include copies of relevant documents. We confirm receipt electronically when possible.
3. Right of withdrawal (distance sales)
If you qualify as a consumer, you may withdraw from a distance contract within fourteen days after the day on which you acquire physical possession of the goods, without giving any reason. If your order contains multiple parcels, the period runs from receipt of the last parcel. To exercise the right, send an unequivocal statement before the deadline. You may use a model withdrawal form if we provide one, but it is not mandatory.
4. Effects of withdrawal
If you withdraw, we refund all payments received, including outbound delivery costs at the standard rate you selected, without undue delay and no later than fourteen days from receiving the returned goods or evidence of return shipment, whichever is earlier. Refunds use the same payment method unless you agree otherwise. We may withhold reimbursement until we receive the goods or proof of return.
5. Return shipment costs
Unless we offered free returns for your campaign, you bear the direct cost of returning goods unless we delivered incorrect or defective items, in which case we provide a prepaid label or reimburse reasonable postage upon approval.
6. Exceptions for sealed supplements
Under Article 16(m) of Directive 2011/83/EU, the right of withdrawal may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery. Many food supplements fall within this category once the safety seal is broken. If you are unsure, contact us before opening.
7. Defective or non-conforming goods
If goods are defective or deviate from the contract, statutory conformity rules under the Danish Sale of Goods Act (købeloven) and related EU frameworks may apply in addition to withdrawal. We will repair, replace, reduce the price, or terminate the contract as appropriate. Provide clear photos of damage, batch codes, and outer packaging to accelerate assessment.
8. Incorrect shipments
If you receive the wrong SKU or quantity, we arrange correction at our expense, including return labels where needed. Do not dispose of incorrect items until we authorize disposal in writing.
9. Refund processing timeline
Approved refunds are initiated within fourteen days as described in section 4. Banks and card issuers may add settlement days. If a refund does not appear after ten banking days from our confirmation, contact your payment provider with the ARN reference we supply.
10. Partial returns and bundles
If you purchased a bundle at a discount and return only part of it, we may recalculate pricing to reflect standalone item prices before issuing a partial refund.
11. Gift orders
Refunds for gifts may be credited to the original purchaser’s payment method or offered as store credit if agreed by all parties and permitted by payment network rules.
12. Chargebacks and payment disputes
Please attempt resolution with us before initiating a chargeback. Provide order identifiers so we can reconcile your case. Fraudulent chargebacks may lead to account restrictions and reporting to payment partners.
13. Non-refundable items and fees
Express shipping upgrades, gift wrapping, digital add-ons that were delivered, or services fully performed may be non-refundable unless mandatory law requires otherwise. Customs duties paid to authorities are generally not recoverable through us.
14. Product recalls
If a regulatory recall affects a batch you purchased, we will publish instructions on the Site and email affected customers where we hold addresses. Follow recall directions; do not consume recalled lots.
15. Recordkeeping
We retain return and refund records to demonstrate compliance with accounting and consumer law for the periods described in our Privacy Policy.
16. Updates
We may revise this Policy to reflect logistics partner changes or regulatory updates. The dynamic date at the top indicates the latest publication. Continued purchases after updates constitute acceptance where permitted.
17. Model withdrawal notice (summary)
You may email: “I hereby give notice that I withdraw from my contract of sale of the following goods: [description], ordered on [date], name: [name], address: [address].” Sign with your name and date.