Return Policy
Last updated: 5 March 2025
1. Introduction and contact
This Return Policy explains your rights and our procedures for returns and refunds when you purchase InnerViva or other products from us via the website vorghalxzol.ddd. It applies in addition to our Terms of Service and is intended to comply with EU and Finnish consumer law, including the Consumer Rights Directive (2011/83/EU) and the Finnish Consumer Protection Act (38/1978, as amended).
If you have any questions about returns or refunds, please contact us:
Vorghalxzol
Mannerheimintie 96
00250 Helsinki
Finland
Phone: +358 300 20200
Contact identifier: team@vorghalxzol.world
You can also use our contact form. We will respond to your request without undue delay.
2. Right of withdrawal (14-day cooling-off period)
If you are a consumer (i.e. you are acting for purposes outside your trade, business or profession), you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party you designate (other than the carrier), acquire physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement. You may do so by:
- Email or post to the contact details in section 1, or
- Using our contact form, clearly stating that you wish to withdraw from the contract and including your order reference and name.
You may use the model withdrawal form published by the European Commission if you wish; we will accept it. If you communicate your withdrawal by other means, we will send you an acknowledgment of receipt without undue delay. To meet the withdrawal deadline, it is sufficient that you send your communication before the 14-day period has expired.
3. Effects of withdrawal and return of goods
If you withdraw from the contract, we will reimburse to you all payments received from you, including the cost of delivery (with the exception of any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the direct cost of returning the goods. We do not accept liability for the return shipment until the goods have been received by us; we recommend that you use a trackable delivery service and keep proof of posting.
You are only liable for any diminished value of the goods resulting from the handling of the goods beyond what is necessary to establish their nature, characteristics and functioning. In other words, you may inspect the goods as you would in a shop, but you must not use the product beyond what is needed to check that it works and is as described. If you use the product beyond that (e.g. open and consume capsules), we may deduct an amount for diminished value when reimbursing you, in accordance with applicable law.
4. How to return the product
Please follow these steps to return a product:
- Contact us within the 14-day withdrawal period using the details in section 1 or the contact form, and clearly state that you wish to withdraw and return the product. Include your name, order reference (if you have one) and the reason for return (optional; no reason is required for the 14-day right of withdrawal).
- Pack the product securely in its original packaging if possible, or in suitable packaging to prevent damage in transit. Include any documents we sent with the order (e.g. order confirmation or invoice) if you have them.
- Send the package to the address we provide to you when you notify us of your withdrawal (typically our business address: Vorghalxzol, Mannerheimintie 96, 00250 Helsinki, Finland). Use a trackable delivery service and keep proof of posting. You are responsible for the cost of return delivery unless we have agreed otherwise or the product was faulty or not as described.
- Once we receive the returned product and have verified it (and any deduction for diminished value, if applicable), we will process your refund within the timeframes set out in section 3.
We will confirm receipt of your return and inform you of the expected refund date. If you do not receive a confirmation within a few days of sending the goods, please contact us with your tracking information.
5. Exceptions to the right of withdrawal
Under EU and Finnish consumer law, the right of withdrawal does not apply to certain types of contracts. For example, the right of withdrawal may not apply (or may be limited) to:
- Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g. sealed capsules that you have opened and used). In such cases, you may lose the right of withdrawal once the seal has been broken, or we may deduct an amount for diminished value as noted in section 3.
- Goods made to your specifications or clearly personalised.
For standard orders of InnerViva (unopened or opened but with diminished value calculated in line with the law), we will process returns and refunds as described in this policy. If you are unsure whether your situation falls under an exception, please contact us and we will clarify.
6. Faulty or non-conforming goods
If the goods we delivered are faulty, not as described, or otherwise not in conformity with the contract, you have statutory rights under EU and Finnish consumer law. These include the right to have the goods brought into conformity (repair or replacement) or to have the price reduced or the contract rescinded, depending on the circumstances. You may also be entitled to compensation for any loss caused by the lack of conformity. These rights are not limited by the 14-day withdrawal period; they apply within the time limits set by law (typically two years from delivery for conformity issues in Finland, unless the goods have a shorter expected lifespan).
If you believe the product is faulty or not as described, please contact us with your order details and a description of the issue. We may ask you to send photos or return the product for inspection. If we agree that the product is faulty or non-conforming, we will offer a remedy (repair, replacement, price reduction or refund) and, where applicable, reimburse reasonable return postage costs in accordance with applicable law.
7. Refund method and timing
Refunds will be made using the same means of payment as you used for the original transaction, unless we have agreed otherwise with you. You will not incur any fees as a result of the reimbursement. The refund will be processed without undue delay and in any event within 14 days from the day we receive your withdrawal notice (or, if later, from the day we receive the goods back or evidence of your having sent them back). In practice, we aim to process refunds within a few business days of receiving the returned goods and completing any necessary checks. Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
8. Partial returns and multiple items
If you ordered multiple items and wish to return only some of them, you may do so in accordance with this policy. The 14-day withdrawal period is calculated from the day you (or your designee) acquire physical possession of the last item in the order. You may withdraw from the entire contract or, where the order consists of multiple separate items (e.g. different products), you may withdraw in respect of one or more of those items. We will reimburse you for the returned item(s) in accordance with sections 3 and 7. If you received free or reduced-cost delivery because your order met a minimum threshold, and you return part of the order so that the remaining value is below that threshold, we may deduct an amount corresponding to the delivery cost that would have applied to the remaining items, in line with applicable law.
9. Business customers
If you are not a consumer (e.g. you are ordering in the course of your trade, business or profession), the statutory 14-day right of withdrawal may not apply. Returns and refunds for business customers will be handled in accordance with our Terms of Service and any separate agreement we have with you. If you are a business customer and wish to return goods, please contact us to discuss the terms.
10. Summary
In summary: as a consumer you have 14 days from receiving the goods to withdraw without reason. Notify us clearly, send the goods back within 14 days, and you bear the direct cost of return. We will refund you (including standard delivery cost) within 14 days of receiving your notice or the goods back, using the same payment method. For faulty or non-conforming goods, you have additional rights under law. For any questions, contact us at the details in section 1 or via the contact form.