Who to contact. Altrixa, Hämeenkatu 10, 33100 Tampere, Finland. Email: chat@zogmarexphel.world. Website: https://zogmarexphel.world
Include your order number, delivery postcode, and a short description of the issue. Photographs help us resolve damage claims faster.
1. Statutory right of withdrawal (EU consumers)
If you are a consumer in the European Union, you generally have fourteen days to withdraw from a distance contract without giving a reason, counting from the day after you physically receive the goods. To exercise the right, send a clear statement (email is sufficient) before the deadline expires.
Food supplements supplied in sealed packaging for health or hygiene reasons cannot be returned once unsealed, in line with Article 16(m) of the Consumer Rights Directive, unless the product is defective or not as described.
If withdrawal is valid and the goods are still sealed, you must return them within fourteen days of notifying us unless we agree to collect them. We refund all payments received, including outbound delivery costs at the standard rate you chose, within fourteen days of receiving the goods or proof of shipment.
2. Condition of returned products
To qualify for a discretionary refund outside mandatory withdrawal scenarios, bottles must be unused, unopened, and in resalable condition with tamper-evident features intact. Batch codes must match our records. We may refuse returns that show storage abuse (for example extreme heat exposure) because we cannot verify product integrity.
3. Defective, damaged, or incorrect shipments
If you receive the wrong SKU, an under-filled bottle, a broken seal upon arrival, or crushed packaging that compromises the capsules, notify us within seven calendar days of delivery. Provide photos of the outer carton, inner bottle, and batch number.
Where liability is clear, we offer replacement shipment or full refund including reasonable return shipping costs we approve in advance. If only part of a multi-item order is affected, we partial-refund or reship the affected line.
4. Refund timing and method
Approved refunds are credited to the original payment instrument. Banks and card networks may add several business days before the balance appears. If the original card expired, we will coordinate an alternative channel subject to fraud checks.
| Scenario | Typical resolution time after approval |
|---|---|
| Card or wallet payment reversal | 3–10 business days |
| Bank transfer (when applicable) | Up to 5 business days |
| Store credit (if offered) | Same business day |
5. Non-refundable charges and chargebacks
Express shipping upgrades are non-refundable when the carrier met the purchased service level. Customs duties paid to government authorities are outside our control and non-recoverable through Altrixa.
Please email us before filing a payment dispute. Chargebacks freeze our ability to troubleshoot and may lead to account restrictions if abuse is suspected.
6. Business purchasers
If you buy as a trader or reseller, statutory consumer withdrawal may not apply. Contractual return windows, if any, will be stated on your purchase order or wholesale agreement. Absent such terms, returns are handled case-by-case.
7. Updates
We revise this Refund Policy when logistics partners, payment processors, or consumer laws change. The dynamic date in the hero reflects the calendar day when you loaded the page; archived PDF copies are available on request for compliance audits.
Nothing here limits mandatory consumer rights in your country of residence. Where local law provides longer withdrawal periods or stronger remedies, those provisions prevail.