1. Overview
At Xogvalenvivtorex, we want you to be satisfied with your purchase. This Refund Policy outlines the conditions under which you may return products and receive a refund. By making a purchase, you agree to the terms of this policy.
This policy is in addition to your statutory rights under the Australian Consumer Law (ACL) in Schedule 2 of the Competition and Consumer Act 2010 (Cth), EU consumer protection law (where applicable), and Swedish mandatory consumer rights (where applicable). If there is any inconsistency between this policy and a non-excludable consumer guarantee or remedy under the ACL, the ACL prevails to the extent of the inconsistency.
2. Australian Consumer Guarantees
If you are an Australian consumer, our products and services must meet the consumer guarantees under the ACL, including that goods are of acceptable quality, match their description, and are fit for any disclosed purpose. These guarantees apply regardless of this Refund Policy.
If there is a major failure with a product, you may be entitled to reject the goods and obtain a refund or replacement, and in some cases compensation for reasonably foreseeable loss. If the failure is not major, we may choose to repair, replace, or refund within a reasonable time if we cannot repair or replace.
Voluntary change-of-mind returns (for example, our 30-day policy for unopened items) are offered in addition to your ACL rights and do not replace them. For ACL-related issues, contact us using the details at the end of this policy. You may also obtain information from the ACCC at accc.gov.au/consumers.
3. Right of Withdrawal (EU / Sweden — Distance Sales)
If you are a consumer in the European Union, including Sweden, and your contract with us is a distance or off-premises contract under Directive 2011/83/EU (as implemented in Sweden in the Distance and Off-Premises Contracts Act, distansavtalslagen), you generally have a 14-day right of withdrawal from the day you receive the goods, without giving a reason.
To exercise the right of withdrawal, you must inform us of your decision within that period (for example by email). You may use a withdrawal form if we provide one or any clear statement of your decision.
Exceptions: The right of withdrawal may not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene if the seal has been broken after delivery, where such an exception is permitted under applicable law. If you open sealed food supplement packaging, your statutory withdrawal right may be lost in whole or in part depending on the circumstances and applicable national rules.
If the right of withdrawal applies, we will refund all payments received from you, including delivery costs at the basic rate (unless you chose a non-standard delivery), without undue delay and in any event within 14 days from when we are informed of your decision, using the same means of payment unless you agree otherwise. You must return the goods to us without undue delay and in any event no later than 14 days from the day you communicate your withdrawal. You bear the direct cost of returning the goods unless we agree otherwise or applicable law requires us to bear that cost.
This section summarises common EU rules; your exact rights depend on your situation and applicable law. For consumer information in Sweden, see Konsumentverket.
4. Return Eligibility
3.1 Returnable Products
Products may be returned if they meet the following conditions:
- The return is initiated within 30 days of delivery
- The product is unopened and in its original, sealed packaging
- The product is in resalable condition
- You have proof of purchase (order confirmation or receipt)
3.2 Non-Returnable Products
The following products cannot be returned:
- Opened or used products (for hygiene and safety reasons)
- Products with broken seals or damaged packaging
- Products returned after 30 days from delivery
- Products that have been improperly stored or handled
5. Defective or Damaged Products
If you receive a product that is defective, damaged, or different from what you ordered, please contact us within 7 days of delivery. In such cases:
- We will provide a full refund or replacement at no additional cost
- We may request photos of the damaged/defective product
- We will cover return shipping costs
This is in addition to your rights under Australian Consumer Law for products with major defects.
6. How to Request a Return
To initiate a return, please follow these steps:
- Step 1: Contact us at relations@xogvalenvivtorex.world with your order number and reason for return.
- Step 2: Await our response with return authorization and instructions.
- Step 3: Package the product securely in its original packaging.
- Step 4: Ship the product to the address we provide using a trackable shipping method.
- Step 5: Send us the tracking number for your return shipment.
Please do not return products without first contacting us and receiving return authorization. Unauthorized returns may not be processed.
7. Return Shipping Costs
Customer Responsibility: For standard returns (change of mind), you are responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.
Our Responsibility: We will cover return shipping costs for defective, damaged, or incorrectly shipped products.
8. Refund Process
7.1 Inspection
Upon receiving your return, we will inspect the product within 5 business days. We will notify you of the approval or rejection of your refund.
7.2 Approved Refunds
If approved, your refund will be processed to your original payment method within 10 business days. Please note:
- The original product price will be refunded
- Original shipping charges are non-refundable (unless the return is due to our error)
- Bank processing times may vary (typically 5-10 business days)
7.3 Rejected Refunds
If your return does not meet our eligibility criteria, we will notify you and may offer to ship the product back to you at your expense.
9. Exchanges
We do not offer direct exchanges. If you wish to exchange a product, please initiate a return for a refund and place a new order for the desired item.
10. Order Cancellation
You may cancel your order for a full refund if:
- The order has not yet been shipped
- You contact us within 24 hours of placing the order
Once an order has shipped, it cannot be cancelled and must follow the standard return process.
11. Other Statutory Rights
This policy does not limit or exclude your statutory rights under applicable consumer protection laws. Under the ACL (Australia), key consumer guarantees relate to acceptable quality, fitness for purpose, and matching description, among others.
If you are a consumer in Sweden, you have rights under the Swedish Consumer Sales Act (konsumentköplagen) and other mandatory rules, including remedies for defects and rules on conformity of goods with the contract. EU consumer law may also provide additional protections depending on your country of residence.
12. Contact Us
For any questions about returns or refunds, please contact us:
Xogvalenvivtorex
25 Chirnside St, Winton QLD 4735, Australia
Email: relations@xogvalenvivtorex.world
We aim to respond to all inquiries within 2 business days.