Capitalized terms in this Refund Policy shall have the meaning set forth in our Terms of Service.
XTRACT offers shipping at €4,95 to all active countries (Belgium, France, Germany, Italy, Austria and The Netherlands) and free shipping from purchases of 25 euro's or higher.
SECTION 1 – REFUND AND RETURN POLICY
We have a 30-day refund and return policy, which means you have 30 days after receiving your Product to request a refund.
To be eligible for a refund, your item must be in the same condition that you received it, unused, sealed and in its original packaging. For the avoidance of doubt, the Products may not be opened or (partly) consumed. You will also need to provide us with the receipt or proof of purchase of the Products.
In order to process your refund request and provide you with return information, you can contact us at email@example.com.
If your refund request is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return as detailed above will not be accepted. You will bear the shipping costs for all the items returned to us.
You can always contact us for any return questions at firstname.lastname@example.org.
SECTION 2 – INSPECTION AND COMPLAINTS
You must carefully inspect the Products immediately upon receipt and inform us in writing via email@example.com no later than within 5 (five) calendar days after receipt of the Products about any visible complaints about the Products. The complaint must at least contain a clear and accurate description of the defect or irregularity in question. You must inform us in writing of any defects that could not reasonably have been discovered within the above-mentioned period, immediately after they are discovered, but in any case no later than thirty (30) calendar days after receipt of the Products. External damage can only be assumed by us before the first use of the Product. If you fail to notify us within the aforementioned periods, your right to receive a refund will lapse.
You are obliged to immediately cease using the Products in question upon discovery of an irregularity or defect. If this is not complied with, the right to claim such an irregularity or defect expires. To thoroughly investigate your complaint, you will provide all the necessary information we might request. .
SECTION 3 – RIGHT OF WITHDRAWAL
Notwithstanding the above, if the merchandise is being shipped into the European Union, you, as a Consumer, have the right to cancel or return your order within 14 days of the delivery of the Products or the conclusion of the Agreement, for any reason, without a justification and at no unjustified payment cost. As detailed above, the Products must be in the same condition that you received it, unworn or unused, with tags,sealed and in its original packaging. You will also need to provide us with the receipt or proof of purchase of the Products. In case of such a distant sale, we are obliged to issue you a withdrawal form, unless we determine, in our sole discretion, that the Product (i) is not suitable to be returned for reasons of health protection or hygiene or (ii) may spoil quickly and, the seal has been broken after delivery.
You may be held responsible for impairment of the Products resulting from handling or use beyond what was necessary to determine the nature, qualities and functioning of the Products.
The right of withdrawal does not apply if the delivered Products:
- may spoil quickly or have a limited shelf life, such as perishable foods; or
- have been opened or the seal has been damaged after delivery and cannot be returned for reasons of health protection or hygiene.
SECTION 4 – REFUNDS
We will notify you once we have received and inspected your returned Products, and let you know if the refund request was approved or not. If approved, you will be automatically refunded the amount within ten (10) business days of the refund approval. We will proceed with the refund by using the same means of payment that you used for the original transaction, unless we expressly agree another means of payment with you. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we have approved your refund request, please contact us at firstname.lastname@example.org.