Tlexironphor

Return Policy

Last updated: 23 March 2025

1. Introduction and Scope

This Return Policy sets out your rights and our procedures regarding returns, refunds, and exchanges for products purchased from Tlexironphor via our website tlexironphor.ddd. It applies in addition to the withdrawal rights and obligations set out in our Terms of Service.

This policy is drafted in accordance with:

  • The Consumer Rights Directive 2011/83/EU
  • The Danish Consumer Contracts Act (Forbrugeraftaleloven), Act No. 1447 of 17 December 2013
  • The Danish Sale of Goods Act (Købeloven)
  • Relevant EU and Danish consumer protection legislation

This policy applies to Consumers (as defined in our Terms of Service) purchasing products for personal use. Business customers (B2B) are subject to different terms; please contact us to discuss your situation.

2. Company Information

Tlexironphor
Amagerbrogade 158
2300 København S
Denmark

Email: info@tlexironphor.world
Phone: +45 32 58 01 40

Our customer service team is available Monday to Friday, 9:00–17:00 (CET/CEST). We aim to respond to all return-related enquiries within 2 Business Days.

3. Summary of Your Consumer Rights

As a Consumer in the European Union, you have the following key rights:

  • 14-day withdrawal right: You may withdraw from your purchase within 14 days of receiving the goods without giving any reason.
  • Full refund: If you withdraw, we will refund all payments received from you, including standard delivery costs, within 14 days.
  • Defective goods: If goods are defective or do not conform to the contract, you have rights to repair, replacement, price reduction, or rescission under the Danish Sale of Goods Act.
  • Incorrect or damaged delivery: If you receive the wrong product or a product that is damaged in transit, we will arrange a replacement or full refund and cover return costs.

4. The 14-Day Withdrawal Right (Distance and Off-Premises Contracts)

If you are a Consumer in the European Union, you have the right to withdraw from the contract within 14 days without giving any reason. This right applies to distance contracts (such as online purchases) and off-premises contracts as defined in the Consumer Rights Directive.

4.1 When Does the Withdrawal Period Start?

The withdrawal period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, acquire physical possession of the goods. If you ordered multiple goods in one order that are delivered separately, the period runs from the day you acquire physical possession of the last good. If goods are delivered in lots or installments, the period runs from the day you acquire physical possession of the last lot or installment.

4.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement. You may use the model withdrawal form below, or any other clear statement (for example, an email or letter) that indicates your intention to withdraw. You can submit your withdrawal by:

  • Email: info@tlexironphor.world – please include "Withdrawal" and your order number in the subject line
  • Post: Tlexironphor, Amagerbrogade 158, 2300 København S, Denmark

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day period has expired. We recommend using a method that provides proof of sending (e.g. email or tracked post).

4.3 Model Withdrawal Form

To: Tlexironphor, Amagerbrogade 158, 2300 København S, Denmark

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number: [please state]
Date of order: [please state]
Product(s): [please state the product name(s) and quantity]

Name of consumer:
Address of consumer:
Email address of consumer:
Date:

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

5. Effects of Withdrawal and Refund Procedure

5.1 Reimbursement

If you withdraw from the contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of supplementary costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw from the contract.

We will carry out such reimbursement using 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. For example, if you paid by credit card, we will credit the refund to the same card.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. This means that we will process your refund promptly after we receive the returned goods and have verified that they meet the conditions for return.

5.2 Refund Timeline

Once we have received your returned goods and confirmed that they comply with the conditions set out in Section 7, we will process your refund within 5–7 Business Days. The refund will be credited to your original payment method. Depending on your bank, building society, or card provider, it may take an additional 3–10 business days for the refund to appear in your account. We are not responsible for delays caused by your financial institution.

6. Returning the Goods – Step-by-Step Instructions

Step 1: Notify Us of Your Withdrawal

Send us your withdrawal notification by email or post as described in Section 4.2. Include your order number and contact details.

Step 2: Prepare the Goods for Return

Pack the goods securely in their original packaging where possible. If the original packaging is damaged or no longer available, use suitable packaging to ensure the goods are protected during transit. Include a copy of your withdrawal notice or a note with your order number and name inside the package.

Step 3: Send the Goods Back

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Return address:

Tlexironphor
Amagerbrogade 158
2300 København S
Denmark

You will have to bear the direct cost of returning the goods. We recommend using a tracked or signed-for delivery service and retaining proof of posting. We are not responsible for goods lost or damaged in transit when returned by you. If the goods are lost in transit, we may be unable to process your refund until we receive them; in such cases, we suggest you claim from the carrier's insurance if available.

Step 4: Await Confirmation and Refund

Once we receive and inspect the returned goods, we will send you an email confirming receipt and processing of your refund. The refund will be made to your original payment method within the timeframe stated in Section 5.2.

7. Condition of Returned Goods

You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods. In other words, you may open and examine the goods as you would in a shop, but the goods must be in resalable condition. The goods should not show signs of use beyond what is necessary to inspect them.

Important – Food Supplements (including Pureviora): For hygiene and safety reasons, we cannot accept returns of food supplements where the seal of the product has been broken or where the product has been opened, used, or tampered with. Only unopened products in their original, sealed packaging may be returned under the 14-day withdrawal right. If you have opened the product to try it and wish to return it, we may refuse the return or offer a partial refund at our discretion, depending on the circumstances. We will inform you if your return does not meet these conditions.

If the diminished value of the goods results from handling that was necessary to establish the nature, characteristics, and functioning of the goods, you will not be liable for that diminished value. However, if you have handled the goods beyond what is necessary (for example, used a significant quantity of the product), we may deduct an amount corresponding to the diminished value from your refund.

8. Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged in transit, or not as ordered (wrong product, wrong quantity, or wrong specification), please contact us immediately. In such cases:

  • We will arrange for a replacement or full refund at your choice
  • We will reimburse any delivery costs you incurred
  • We will cover the cost of returning the defective, damaged, or incorrect product to us

Please provide your order number, a clear description of the issue, and photographs if the product is damaged. We aim to respond within 2 Business Days and to resolve the matter as quickly as possible. For defective goods, you may also have additional rights under the Danish Sale of Goods Act, including the right to demand repair or replacement, or a price reduction, depending on the nature of the defect.

9. Exceptions to the Right of Withdrawal

Pursuant to the Consumer Rights Directive, the right of withdrawal does not apply to the following:

  • Sealed goods not suitable for return for health protection or hygiene reasons if unsealed after delivery: This includes food supplements such as Pureviora where the seal has been broken. Unopened products may be returned.
  • Goods which are made to the consumer's specifications or are clearly personalised: We do not currently offer customised products.
  • Goods which are liable to deteriorate or expire rapidly: We do not sell such goods.
  • Sealed audio or video recordings or computer software which were unsealed after delivery: Not applicable to our product range.

If you have any questions about whether your return falls within an exception, please contact us.

10. Business Customers (B2B)

If you purchased products for purposes relating to your trade, business, craft, or profession, you are not a Consumer and the 14-day statutory withdrawal right does not apply. Different terms may apply to business-to-business sales. If you are a business customer and wish to discuss a return, replacement, or refund, please contact us. We will consider each request on a case-by-case basis in accordance with our commercial terms and applicable law.

11. Exchanges

We do not currently offer direct exchanges. If you wish to exchange a product for a different one, you may withdraw from the contract and receive a full refund, then place a new order for the product you want. Alternatively, contact us to discuss your options; we may be able to accommodate an exchange in certain circumstances at our discretion.

12. Complaints and Dispute Resolution

If you are not satisfied with how we have handled your return or refund, please contact us and we will do our best to resolve the matter. You may also lodge a complaint with the Danish Consumer Ombudsman (Forbrugerombudsmanden) or the relevant consumer authority in your country of residence.

If you are a Consumer in the European Union, you may use the European Commission's Online Dispute Resolution platform to submit a complaint: https://ec.europa.eu/consumers/odr.

13. Changes to This Policy

We may update this Return Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. Your statutory rights as a Consumer cannot be diminished by any changes we make. For returns initiated before a policy change, the policy in effect at the time of your purchase will apply to the extent it is more favourable to you.

14. Contact Us

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

Tlexironphor
Amagerbrogade 158
2300 København S
Denmark

Email: info@tlexironphor.world
Phone: +45 32 58 01 40

Our customer service team is available Monday to Friday, 9:00–17:00 (CET/CEST). We aim to respond to all enquiries within 48 hours.