Return and refund policy
Return and Refund Policy for Residential Customers (B2C) – Prime Vitality
Applicability
This return and refund policy applies to agreements entered into between Prime Vitality and private customers (B2C), who purchase products as consumers through our online store. This policy complies with applicable Dutch law and the consumer right of withdrawal.
Right of Withdrawal
As a consumer, you have the right to revoke the agreement within 14 days of receiving your order without giving a reason. The withdrawal period expires 14 days from the day on which you or a third party designated by you took physical possession of the products.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by a clear statement (for example, by e-mail or post).
Consequences of Revocation
If you revoke the contract, you will receive the full amount of the products ordered, including standard shipping costs, as soon as possible and at the latest within 14 days from the day we receive your revocation notice. We will refund the amount due using the same payment method you used when you purchased, unless otherwise expressly agreed with you.
However, we may delay the refund until we have received the products or you have demonstrated that you have returned the products, whichever comes first.
Conditions of Return
- The return must be made within 14 days of notification of the withdrawal.
- Products must be unused, undamaged, and in their original packaging (if reasonably possible).
- You must accompany the return package with a copy of the invoice or proof of order.
Exclusions Right of Withdrawal
The right of withdrawal is excluded for the following products:
- Products that may spoil quickly or have a limited shelf life (such as dietary supplements with a short expiration date).
- Personalized or customized products.
- Sealed products that are not suitable to be returned for health or hygiene reasons, once the seal has been broken (such as dietary supplements that have been opened).
- Digital downloads or software whose seal has been broken.
Shipping Costs for Returns
You will be responsible for the cost of return shipping unless we specify otherwise or you have received the product in a different condition than ordered. We recommend using a trackable shipping method so you can prove that the package was returned. Prime Vitality is not liable for loss or damage of return shipments that are not traceable.
Defective or Damaged Products
If a product is defective or damaged upon receipt, please notify us within 14 days of receipt. We will then provide replacement products or refunds, depending on the situation. In this case, the return costs are at our expense.
Exclusion of Fees for Processing and Administration.
If the return satisfies the conditions listed above, full payment for the product (including standard shipping costs) will be refunded. However, processing and administration costs incurred by the customer himself will not be reimbursed.
Contact and Notification
For return requests, recalls or reporting defects, please contact Prime Vitality using details under contact.
By using this return and refund policy, you agree to the above terms and conditions.
