Refund Policy

1. Our Commitment

At Chraxellix, we want you to be completely satisfied with your NaturalBalance purchase. If for any reason you are not satisfied, we offer a straightforward return and refund process in accordance with EU consumer protection laws, including Directive 2011/83/EU on consumer rights, and the Dutch implementation thereof (Burgerlijk Wetboek Book 7, title 1 and 2, and the European Consumer Rights Implementation Act (Uitvoeringswet richtlijn consumentenrechten)).

2. Right of Withdrawal (EU Consumers)

2.1 14-Day Withdrawal Period

If you are a consumer within the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. This withdrawal period expires 14 days after the day on which you (or a third party indicated by you, other than the carrier) acquire 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 contact us:

You may use the following model withdrawal form, but it is not obligatory:

"I hereby give notice that I withdraw from my contract of sale of the following goods: [product name], ordered on [date], received on [date]. Consumer name, address, signature (if sent by post), and date."

3. Conditions for Returns

3.1 Eligible Products

To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• In the original packaging
• Returned within 30 days of delivery for a full refund, or within 14 days for statutory withdrawal

3.2 Non-Returnable Items

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

• Products that have been opened or used
• Products with broken seals
• Products that show signs of tampering

3.3 Product Condition

You are responsible for the diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Return Process

4.1 Requesting a Return

1. Contact us at welcome@chraxellix.world to initiate your return
2. Include your order number and reason for return
3. We will provide you with return instructions and a return authorization number
4. Package the product securely in its original packaging
5. Ship the product to the address provided

4.2 Return Shipping

You are responsible for the cost of return shipping unless the product was received damaged, defective, or incorrect. We recommend using a trackable shipping service and retaining proof of postage.

4.3 Return Address

Please do not send returns without first contacting us for authorization. We will provide the appropriate return address upon approval of your return request.

5. Refunds

5.1 Refund Processing

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days.

5.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take additional time for the refund to appear in your account.

5.3 Refund Amount

For eligible returns, we will refund:

• The full product price
• Original standard shipping costs (if the return is due to our error)

Return shipping costs are not refundable unless the product was defective or incorrectly shipped.

6. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 48 hours of delivery with:

• Your order number
• Description of the damage or defect
• Photographs of the damaged product and packaging

We will arrange for a replacement or full refund at no additional cost to you.

7. 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 for the desired product.

8. Cancellations

8.1 Before Shipping

If you wish to cancel your order before it has been shipped, please contact us immediately. If the order has not yet been dispatched, we will cancel it and issue a full refund.

8.2 After Shipping

Once an order has been shipped, it cannot be cancelled. You may refuse delivery or return the product following our standard return process.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

• Check your bank account or card statement again
• Contact your bank or credit card company, as processing times vary
• If you have done all of this and still have not received your refund, contact us at welcome@chraxellix.world

10. Consumer Rights (Netherlands and EU)

This refund policy does not affect your statutory rights as a consumer (consument) under applicable EU and Dutch law. Under Dutch law (Burgerlijk Wetboek), you have rights including the right of withdrawal, the right to conforming goods, and remedies for non-conformity. If there is a conflict between this policy and mandatory applicable law, your statutory rights will prevail. For more information on consumer rights in the Netherlands, you may consult the Netherlands Authority for Consumers and Markets (Autoriteit Consument & Markt, ACM) or the European Consumer Centre Netherlands.

11. Contact Us

If you have any questions about our refund policy, please contact us: