1. Overview
At Thorxianclixux, we want you to be satisfied with your purchase of VitaStream Balance. This Refund Policy outlines your statutory rights in Norway and the EEA, and our voluntary return conditions.
2. Your Statutory Rights (Norway and EEA)
If you are a consumer in Norway or the EEA, you have a legal right to withdraw from a distance contract without giving any reason within 14 days of the day you receive the goods (or the last item in a multiple delivery). This right is set out in the Norwegian Withdrawal Rights Act (Angrerettloven) and the Consumer Rights Directive, implemented in Norway and the EEA.
- How to withdraw: Notify us of your decision by a clear statement (e.g. by email) within the 14-day period. You may use our contact details below.
- Return of goods: You must send the goods back to us without undue delay and in any event not later than 14 days from the day you inform us of withdrawal. You are responsible for the direct cost of returning the goods unless we have agreed otherwise.
- Refund: We will refund all payments received from you, including the cost of standard delivery, without undue delay and in any event within 14 days of the day we receive your withdrawal notice (or within 14 days of receiving the goods back, if we refund after receipt). We will use the same means of payment as you used, unless you expressly agree otherwise. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back.
- Extended period: If we have not provided you with the required information about the right of withdrawal, the withdrawal period may be extended by up to 12 months from the end of the original 14-day period.
Your statutory right of withdrawal does not apply to goods that are sealed for health or hygiene reasons and have been unsealed after delivery (e.g. opened supplement packaging), or to perishable goods, in accordance with applicable law.
3. Voluntary Return Policy (Unopened Goods)
In addition to your statutory rights, we offer a voluntary return option for unopened products. To be eligible under this voluntary policy:
- The product must be returned within 30 days of delivery
- The product must be unopened and in its original packaging
- The packaging must be undamaged and in resalable condition
- You must provide proof of purchase (order confirmation or receipt)
Under this voluntary policy, original and return shipping costs are not refunded.
4. Non-Returnable Items
The following items cannot be returned under our voluntary policy (your 14-day statutory withdrawal right may still apply before you open the product):
- Products that have been opened or used
- Products with damaged or missing packaging
- Products returned after the applicable period (14 days for statutory withdrawal; 30 days for voluntary return)
- Products purchased from unauthorized retailers
5. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact our customer service at relations@thorxianclixux.world within 30 days of receiving your order
- Provide your order number and reason for return
- Wait for return authorization and instructions from our team
- Ship the product back to the address provided (return shipping costs are your responsibility)
- Include your order number with the returned package
6. Return Shipping
You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be deducted from your refund.
We recommend using a trackable shipping service or purchasing shipping insurance. We cannot be held responsible for items lost or damaged during return shipping.
7. Refund Process
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. The inspection typically takes 3-5 business days.
If approved, your refund will be processed within 14 days as required by Norwegian/EEA law for statutory withdrawals, or within 7-10 business days for voluntary returns. The refund will be credited to your original payment method.
8. Refund Amount
For statutory withdrawals (14-day right under Norwegian/EEA law), we refund the product price and the cost of standard delivery; we do not refund the cost of return shipping or any extra cost you chose for a more expensive delivery method.
For voluntary returns (unopened goods within 30 days), you will receive a full refund of the product purchase price only. The following are not refundable under the voluntary policy:
- Original shipping costs
- Return shipping costs
- Any applicable customs duties or taxes (for international orders)
9. Damaged or Defective Products
If you receive a damaged or defective product, please contact us as soon as possible (within 7 days for obvious damage on delivery). Under the Norwegian Consumer Purchase Act (Forbrukerkjøpsloven), you have a right to complain (reklamasjonsrett) for defective goods for 2 years from delivery. We will arrange for repair, replacement, or a price reduction/refund as appropriate under the law.
Please provide:
- Photos of the damaged product and packaging (where relevant)
- Your order number
- Description of the issue
10. Wrong Item Received
If you receive the wrong item, contact us immediately. We will arrange for the correct item to be sent and provide a prepaid return label for the incorrect item.
11. Order Cancellation
You may cancel your order before it has been shipped. Once an order has been shipped, it cannot be cancelled and must follow the return process.
To cancel an order, contact us as soon as possible at relations@thorxianclixux.world with your order number.
12. Exceptions
We reserve the right to refuse returns that do not meet our policy requirements. In cases of suspected abuse or fraud, we may decline return requests.
13. Contact Us
If you have questions about our Refund Policy or need assistance with a return, please contact us:
Thorxianclixux
Solliaveien 817, 2477 Sollia, Norway
Email: relations@thorxianclixux.world
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM CET.