Return and Refund Policy for the EU

Return and Refund Policy for the EU
Last updated: September 18, 2026 

General Provisions
These Return and Refund Policy ("Return Policy") explain when Goods can be returned, how to exercise your right of withdrawal from a distance purchase, and how refunds are processed for purchases made on the Elixaris website ("Website") with delivery to EU/EEA countries.
The Seller of the Goods is [full legal name of the entity, registration details, and address] ("Elixaris", "we", "us", "our", "Seller").
These Return Terms apply to purchases made by consumers (individuals) for their personal use of the Goods. 

Right of Withdrawal
If you purchase Goods at a distance, you have the right to withdraw from the purchase without giving any reason within 14 calendar days from the day of receipt of the Goods. The returned Goods of good quality must remain unused and in proper condition, preserving the original packaging, seals, and other protective elements.
If Goods from a single Order are delivered separately, this period shall be calculated from the day of receipt of the last item of Goods.
To exercise this right, please write to us at [consumer customer contact email] before the expiry of the 14-day period. Following this, the Goods must be sent back no later than the next 14 calendar days. 

When Returns May Be Restricted
For certain Goods, the right of withdrawal does not apply. In particular, this applies to Goods in sealed or other protective packaging that are not suitable for return due to health protection or hygiene reasons, if such packaging was unsealed after delivery.
The right of withdrawal may also not apply to Goods that are liable to deteriorate or expire rapidly.
Therefore, for certain dietary supplements, unsealing or breaking the airtightness of the packaging may mean that it is impossible to return such Goods. 

Return of Goods of Good Quality
If the Goods are eligible for return, please follow these steps:
Write to us at [consumer customer contact email].
State your Order number and the reason for the return.
Attach available photos or other information that will help us verify your request.
Pack the Goods properly.
If the return is due to an error by Elixaris, unsatisfactory quality, or damage to the Goods, the return shipping expenses shall be borne by the seller.
In other cases, the direct expenses of returning the Goods shall be borne by you, unless otherwise agreed with the seller. If a more expensive delivery method was chosen for the initial delivery instead of the standard delivery offered by Elixaris, the difference in cost is non-refundable.
Upon receiving the returned Goods, we will verify their condition and notify you of the result. 

If an Issue Arises with the Goods
If Goods are delivered damaged, have a defect, are expired, or do not match the Order, please write to us at [consumer customer contact email]. We will help determine the next steps, including replacement of the Goods or a refund.
In case of visible damage, please contact us within 48 hours after receipt so that we can promptly document the issue. In your request, state the Order number and, if possible, attach photos of the Goods, packaging, and the shipping label. If we require additional information, we will notify you separately.
We review requests within 3 business days after receiving all the information necessary for verification.
If the Goods need to be returned due to our error, damage, or confirmed non-conformity, the return shipping expenses shall be borne by the seller. In certain cases, returning the Goods is not required – we will notify you of this in our response. 

Refunds
If you have exercised your right of withdrawal from a distance purchase, we will refund all payments received from you, including the costs of standard delivery, no later than 14 calendar days from the day on which we are informed of your decision to withdraw.
We may withhold the refund until we have received the Goods back or until you have supplied evidence of having sent back the Goods, whichever is the earliest.
Funds are refunded using the same payment method that was used to make the purchase, unless you have expressly agreed otherwise. The actual time it takes for the funds to be credited depends on your bank or payment provider. 

Pre-orders, Regular Delivery, and International Expenses
If Goods ordered via pre-order cannot be supplied within the communicated timeframe, you have the right to cancel the pre-order and receive a full refund of the pre-payment made.
The next delivery within a subscription or regular delivery plan can be canceled or paused before the Order is handed over for processing. After that, the general rules of these Terms shall apply.
For international Orders, additional customs duties or other mandatory charges may arise. If such expenses are imposed on you, this information must be accessible prior to Order confirmation. 

How to Contact Us
If you have any questions regarding your Order, return of Goods, or a refund, please contact us at [consumer customer contact email]. We will review your request within 3 business days and notify you of the next steps.