Refund Policy

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1. Introduction

At Phaltronfraxylon, we want you to be satisfied with your purchase of Herbanelis. This Refund Policy outlines the conditions under which you may return products and request a refund.

This policy complies with EU consumer protection rules, including Directive 2011/83/EU on consumer rights, as implemented in Sweden by the Distance and Off-Premises Contracts Act (distansavtalslagen, SFS 2005:59) and related provisions. Statutory rights under the Swedish Consumer Sales Act (konsumentköplagen, SFS 1990:932) regarding defective or non-conforming goods apply in addition to this policy and are not limited by it.

2. Right of Withdrawal (EU Consumers)

2.1 14-Day Withdrawal Period

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you acquire, or a third party other than the carrier indicated by you acquires, physical possession of the goods.

2.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You may:

  • Send an email to: cooperation@phaltronfraxylon.world
  • Send a letter to: Hammarvägen 15C, 892 31 Domsjö, Sweden

Your communication should include:

  • Your name and address
  • Order number and date of purchase
  • A clear statement that you wish to withdraw from the contract

You may use the model withdrawal form in Annex I(B) to Directive 2011/83/EU if you wish, but it is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication before the 14-day period has expired.

2.3 Effects of Withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than:

  • 14 days after we receive the returned goods, or
  • 14 days after you provide evidence of having sent back the goods (whichever is earliest)

We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.

3. Conditions for Returns

3.1 Statutory Withdrawal vs Commercial Returns

For EU consumers, the legal right of withdrawal is 14 days from the day you (or a third party indicated by you, other than the carrier) receive the goods, as described in Section 2. That statutory period is not extended by our commercial return rules below.

Where we offer a longer commercial goodwill return window, it applies only on the terms we specify at checkout or in writing, and only if it does not conflict with mandatory law.

3.2 Eligible Returns

To be eligible for a return under our commercial policy (where offered), the following conditions must typically be met:

  • Products must be unopened and in their original, sealed packaging
  • Products must be in the same condition as when you received them
  • Return must be initiated within the applicable period (14 days for statutory withdrawal; any longer period only if we expressly offer it for your order)

3.3 Sealed Goods and Hygiene (Withdrawal Exceptions)

Under Article 16(m) of Directive 2011/83/EU (as implemented in Sweden), the right of withdrawal may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery. The same principle applies to similar national rules. If you unseal dietary supplements after delivery, your statutory withdrawal right may therefore be lost; defective goods remain covered under consumer sales law (Section 4 and konsumentköplagen).

3.4 Non-Returnable Items

For health and hygiene reasons, we cannot accept returns of:

  • Products that have been opened, unsealed, or used
  • Products where the safety seal has been broken or tampered with

However, if you received a damaged or defective product, please contact us immediately for a replacement or refund.

3.5 Return Shipping

You are responsible for the cost of returning the goods unless:

  • The goods are defective or damaged
  • We sent you the wrong product
  • The goods significantly differ from the description

We recommend using a tracked shipping method for returns, as we cannot guarantee receipt of items sent without tracking.

4. Defective or Damaged Products

If you are a consumer, Swedish law gives you the right to complain about a defect or non-conformity for a period of three years from the date of purchase (under the Consumer Sales Act), subject to rules on when a defect must have been reported within a reasonable time after you discovered or should have discovered it. This section describes our practical process; it does not shorten those statutory rights.

4.1 Reporting Issues

If you receive a product that is damaged, defective, or not as described, please contact us within 48 hours of delivery. Include:

  • Your order number
  • A description of the issue
  • Photographs of the damage or defect

4.2 Resolution Options

For defective or damaged products, we will offer:

  • A replacement product shipped at no additional cost
  • A full refund including original shipping costs

We will cover all return shipping costs for defective or damaged items.

5. Refund Process

5.1 Processing Time

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within:

  • 5-7 business days for credit card refunds
  • 3-5 business days for PayPal refunds
  • 7-14 business days for bank transfers

5.2 Refund Method

Refunds will be credited to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to find an alternative solution.

5.3 Partial Refunds

Partial refunds may be granted in certain situations where permitted by law:

  • Products returned outside the applicable return or withdrawal window
  • Products with obvious signs of use or damage not caused by us

6. Cancellation of Orders

6.1 Before Shipping

If you wish to cancel your order before it has been shipped, please contact us as soon as possible. If successful, we will issue a full refund.

6.2 After Shipping

Once an order has been shipped, it cannot be canceled. You may refuse delivery or follow the return process outlined above.

7. Lost or Stolen Packages

If your package is lost or stolen during transit:

  • Contact us within 30 days of the expected delivery date
  • We will investigate with the shipping carrier
  • If the package is confirmed lost, we will offer a replacement or refund

We are not responsible for packages marked as delivered by the carrier.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order.

9. Exceptions

This refund policy does not affect your statutory rights as a consumer. If local laws provide greater protection, those laws will apply.

10. Contact Us

For any questions about returns or refunds, please contact us:

  • Email: cooperation@phaltronfraxylon.world
  • Address: Hammarvägen 15C, 892 31 Domsjö, Sweden

Please include your order number in all correspondence to help us assist you more quickly.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated revision date. The policy in effect at the time of your purchase will apply to that transaction.