Return Policy

1. Introduction

At Khelvorneph, we are committed to your satisfaction with our products. This Return Policy outlines the terms and conditions for returning products purchased through our website at khelvorneph.ddd. We strive to make the return process as simple and transparent as possible while complying with applicable consumer protection laws, including the European Union Consumer Rights Directive.

By purchasing products from us, you acknowledge that you have read, understood, and agree to this Return Policy. This policy should be read in conjunction with our Terms of Use and Privacy Policy.

2. Your Right to Cancel (Cooling-Off Period)

2.1 EU Consumer Rights

In accordance with the European Union Consumer Rights Directive, if you are a consumer based in the EU, you have the right to cancel your order within 14 days without giving any reason. This is known as the "cooling-off period" or "right of withdrawal."

2.2 Cooling-Off Period Duration

The cooling-off period begins on the day you (or a third party designated by you, other than the carrier) receive the products. You have 14 calendar days from this date to notify us of your decision to cancel the order.

2.3 How to Exercise Your Right to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can contact us by:

• Email: partners@khelvorneph.world
• Phone: +31 20 709 9000
• Mail: Khelvorneph, Koningin Wilhelminaplein 13, 1062 HH Amsterdam, Netherlands

Your cancellation notice should include:

• Your name and contact information
• Order number and date of purchase
• Description of the product(s) you wish to return
• Clear statement of your decision to cancel

2.4 Return Deadline

Once you have notified us of your cancellation, you must return the products to us within 14 days from the date you informed us of your cancellation. The products must be returned in their original condition and packaging.

2.5 Refund Processing

We will process your refund within 14 days of receiving the returned products or proof of return shipment, whichever is earlier. The refund will be issued to the original payment method used for the purchase. We will refund the full product price and standard delivery charges (if applicable). You are responsible for the cost of returning the products unless the return is due to our error or a defective product.

3. 30-Day Satisfaction Guarantee

3.1 Extended Return Period

In addition to the statutory 14-day cooling-off period, we offer an extended 30-day satisfaction guarantee. If you are not completely satisfied with your purchase, you may return unopened and unused products within 30 days of delivery for a full refund.

3.2 Conditions for Satisfaction Guarantee

To qualify for our 30-day satisfaction guarantee, the following conditions must be met:

• Products must be returned within 30 days of delivery
• Products must be unopened, unused, and in their original packaging
• Products must be in resalable condition
• Original seals and safety features must be intact
• You must provide proof of purchase (order number or receipt)

3.3 Opened Products

For hygiene and safety reasons, we cannot accept returns of opened or used dietary supplement products unless they are defective or damaged. If you have opened a product and are dissatisfied, please contact our customer service team to discuss your concerns. We may offer alternative solutions on a case-by-case basis.

4. Return Process

4.1 Step-by-Step Return Instructions

To return a product, please follow these steps:

1. Contact Us: Email us at partners@khelvorneph.world or call +31 20 709 9000 to initiate a return. Provide your order number and reason for return.
2. Receive Return Authorization: We will provide you with a Return Authorization Number (RAN) and return instructions. Please do not return products without first contacting us.
3. Package the Products: Securely package the products in their original packaging, including all accessories, manuals, and documentation. Include a copy of your order confirmation or receipt.
4. Label the Package: Clearly write the Return Authorization Number on the outside of the package.
5. Ship the Products: Send the package to the return address provided in your return authorization. We recommend using a trackable shipping method and retaining proof of shipment.
6. Confirmation: Once we receive and inspect the returned products, we will send you a confirmation email and process your refund or exchange.

4.2 Return Shipping Address

Products should be returned to:

Khelvorneph Returns Department
Koningin Wilhelminaplein 13
1062 HH Amsterdam, Netherlands

Please include your Return Authorization Number on the package.

4.3 Return Shipping Costs

Return shipping costs are the responsibility of the customer unless:

• The return is due to our error (wrong product shipped, defective product, etc.)
• The product is damaged or defective
• You are exercising your statutory right of withdrawal within the EU

In these cases, we will provide a prepaid return label or reimburse reasonable return shipping costs upon receipt of the returned products.

4.4 Inspection and Processing Time

Upon receiving your return, we will inspect the products to ensure they meet our return conditions. This inspection typically takes 3-5 business days. We will notify you by email once the inspection is complete and your refund or exchange has been processed.

5. Refunds

5.1 Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, please contact us to arrange an alternative refund method.

5.2 Refund Amount

The refund amount will include:

• Full product price
• Standard delivery charges (if you are exercising your statutory right of withdrawal)

The refund will not include:

• Return shipping costs (unless the return is due to our error or a defective product)
• Express or premium delivery charges (only standard delivery charges are refunded)

5.3 Refund Processing Time

Refunds are typically processed within 14 days of receiving the returned products. However, it may take an additional 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

5.4 Partial Refunds

In certain situations, we may issue partial refunds:

• Products returned after the 30-day return period
• Products not in their original condition, damaged, or missing parts not due to our error
• Products returned without proper authorization
• Products that show signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the product

We will notify you if a partial refund is issued and explain the reason for the reduction.

5.5 No Refund Situations

We reserve the right to refuse refunds in the following situations:

• Products returned more than 30 days after delivery (except for defective products)
• Opened or used products (except for defective products)
• Products returned without a Return Authorization Number
• Products that are not in their original condition or packaging
• Products damaged due to misuse or improper storage

6. Exchanges

6.1 Exchange Policy

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

6.2 Defective or Damaged Products

If you receive a defective or damaged product, we will replace it free of charge. Please contact us immediately upon receiving a defective or damaged product, and we will arrange for a replacement to be sent to you. You may be asked to provide photos of the defective or damaged product.

7. Defective or Damaged Products

7.1 Reporting Defects or Damage

If you receive a product that is defective, damaged, or not as described, please contact us within 7 days of delivery. We will work with you to resolve the issue promptly.

When reporting a defective or damaged product, please provide:

• Order number and date of purchase
• Description of the defect or damage
• Photos of the defective or damaged product (if possible)
• Photos of the packaging (if the damage appears to be shipping-related)

7.2 Resolution Options

For defective or damaged products, we offer the following resolution options:

• Replacement: We will send you a replacement product at no additional cost
• Full Refund: We will issue a full refund, including original shipping costs
• Partial Refund: If you wish to keep the product despite the defect or damage, we may offer a partial refund

7.3 Return of Defective Products

We may ask you to return defective or damaged products for inspection. In such cases, we will provide a prepaid return label, and you will not be responsible for return shipping costs.

8. Wrong Product Shipped

If we ship you the wrong product, please contact us immediately. We will arrange for the correct product to be sent to you at no additional cost and provide a prepaid return label for the incorrect product. You will receive a full refund or the correct product, depending on your preference.

9. Non-Returnable Items

For hygiene, safety, and legal reasons, the following items cannot be returned once opened:

• Opened dietary supplements or health products
• Products with broken seals or tampered packaging
• Products that have been used or partially consumed

These restrictions do not apply if the product is defective, damaged, or not as described.

10. Late or Missing Refunds

10.1 Check Your Account

If you have not received your refund within the expected timeframe, please first check your bank account or credit card statement. Refunds may take 5-10 business days to appear after processing, depending on your financial institution.

10.2 Contact Your Bank

If you still have not received your refund, contact your bank or credit card company. There may be a processing delay on their end.

10.3 Contact Us

If you have checked your account and contacted your bank, and you still have not received your refund, please contact us at partners@khelvorneph.world with your order number and refund details. We will investigate the issue and work to resolve it promptly.

11. Canceling an Order Before Shipment

11.1 Order Cancellation

You may cancel your order before it has been shipped by contacting us as soon as possible. If your order has not yet been processed or shipped, we will cancel it and issue a full refund.

11.2 Orders Already Shipped

If your order has already been shipped, you cannot cancel it. However, you may refuse delivery or return the products once received in accordance with this Return Policy.

12. International Returns

12.1 Returns from Outside the Netherlands

If you are returning products from outside the Netherlands, please contact us before shipping to receive specific return instructions. International return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

12.2 Customs and Duties

Customers are responsible for any customs duties, taxes, or fees incurred when returning products internationally. We cannot refund these charges.

13. Consumer Rights

13.1 Statutory Rights

This Return Policy does not affect your statutory rights as a consumer under applicable law. In the European Union, consumers have specific rights under the Consumer Rights Directive, including the right to cancel distance contracts within 14 days.

13.2 Legal Guarantee

In addition to this Return Policy, you benefit from a legal guarantee under which we are liable for any lack of conformity that exists at the time of delivery and becomes apparent within two years from delivery. If a product is defective, you may be entitled to a repair, replacement, price reduction, or refund under this legal guarantee.

13.3 Dispute Resolution

If you have a complaint or dispute regarding a return or refund, please contact us first to attempt to resolve the issue amicably. If we cannot resolve the issue, you may have the right to submit a complaint to a consumer dispute resolution body or the relevant consumer protection authority in your country.

The European Commission provides an online dispute resolution platform at https://ec.europa.eu/consumers/odr.

14. Changes to This Return Policy

We reserve the right to update or modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date at the top of this policy indicates when it was last revised. We encourage you to review this policy periodically.

Changes to this Return Policy will not affect returns or refunds for orders placed before the changes were made. The Return Policy in effect at the time of your purchase will apply to your order.

15. Contact Information

If you have any questions about this Return Policy or need assistance with a return, please contact us:

Khelvorneph
Koningin Wilhelminaplein 13
1062 HH Amsterdam, Netherlands
Phone: +31 20 709 9000
Email: partners@khelvorneph.world

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM CET. We will respond to your inquiry within 1-2 business days.

16. Additional Terms

16.1 Fraudulent Returns

We reserve the right to refuse returns or issue refunds if we suspect fraudulent activity, including but not limited to returning products that were not purchased from us, returning used products as unused, or abusing our return policy.

16.2 Restocking Fees

We do not currently charge restocking fees for returns that comply with this Return Policy. However, we reserve the right to implement restocking fees in the future with appropriate notice.

16.3 Final Sale Items

Products marked as "Final Sale," "Clearance," or "Non-Returnable" cannot be returned unless they are defective or damaged. These restrictions will be clearly indicated on the product page at the time of purchase.