Refund Policy

1. Overview

At Phaltrongrax, we are committed to ensuring your satisfaction with our products. This Refund Policy outlines the terms and conditions for returns and refunds. Please read this policy carefully before making a purchase.

This policy applies to all purchases made through our website phaltrongrax.world and complies with applicable Irish and European Union consumer protection laws, including the Consumer Rights Act 2022 (Ireland) and Directive 2011/83/EU on consumer rights (as transposed into Irish law).

2. Your Rights Under EU and Irish Law

As a consumer in the European Union, you have a statutory right of withdrawal from a distance contract (online purchase) within 14 calendar days without giving any reason, under Directive 2011/83/EU (Consumer Rights Directive), as given effect in Ireland.

The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.

To exercise the statutory right of withdrawal, you must inform us of your decision by a clear statement (for example by email to the address shown in Section 12). You may use the model withdrawal form set out in Annex I(B) to Directive 2011/83/EU, but it is not obligatory. If you wish, you may request a copy of the model form from us by email.

Commercial returns policy: Where our Section 3 criteria are met, we may also accept returns initiated within 30 days of delivery as a commercial goodwill policy. This does not replace or reduce your statutory 14-day withdrawal right where it applies. If both apply, the more favourable rule for you as a consumer prevails to the extent required by law.

Hygiene exception: For sealed goods that are not suitable for return due to health protection or hygiene reasons, the statutory right of withdrawal may cease if you unseal those goods after delivery, in line with Article 16(e) of Directive 2011/83/EU. Our Section 3.2 describes how this applies to opened food supplements.

3. Eligibility for Returns

3.1 Products Eligible for Return

You may return products that meet the following conditions (for statutory withdrawal within 14 days, notify us in time as in Section 2; for our 30-day commercial policy, the same product condition rules generally apply):

• The product is unused and in its original, sealed packaging
• The return is initiated within the applicable period (14 days for statutory withdrawal where available, or within 30 days of delivery for our commercial returns where offered)
• The product is not damaged due to misuse or mishandling
• You have proof of purchase (order confirmation or receipt)

3.2 Products Not Eligible for Return

The following products cannot be returned for hygiene and safety reasons:

• Products that have been opened or have broken seals
• Products that have been partially or fully consumed
• Products that have been tampered with
• Products that have passed their expiration date

This exception is in accordance with Article 16(e) of the Consumer Rights Directive, which allows exemptions for sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery.

4. Return Process

4.1 Initiating a Return

To initiate a return, please follow these steps:

• For statutory withdrawal, contact us at message@phaltrongrax.world within 14 days of receiving your order (see Section 2). For our commercial returns where offered, contact us within 30 days of delivery.
• Provide your order number and reason for return
• We will provide you with return instructions and a return authorization where applicable

4.2 Packaging and Shipping

When returning products:

• Pack the product securely in its original packaging if possible
• Include your return authorization and order details
• Ship the product to the address provided in the return instructions
• Use a tracked shipping method to ensure delivery confirmation

4.3 Return Shipping Costs

Unless the return is due to our error (wrong item, defective product), you are responsible for return shipping costs. We recommend using a tracked shipping service as we cannot be responsible for items lost in transit.

5. Refund Process

5.1 Inspection

Once we receive your returned product, we will inspect it to verify that it meets our return eligibility criteria. This process typically takes 3-5 business days.

5.2 Refund Approval

If your return is approved, we will initiate a refund to your original payment method. You will receive an email notification once the refund has been processed.

5.3 Refund Timeline

Where the statutory right of withdrawal applies, we will reimburse all payments received from you 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, using the same means of payment as you used for the initial transaction unless you expressly agree otherwise. For commercial returns under Section 3, refunds are typically processed within 14 days of receiving the returned product. The time it takes for the refund to appear in your account depends on your payment provider:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Bank Transfer: 5-10 business days

5.4 Refund Amount

If your return is approved, you will receive a full refund of the product price. Original shipping costs are refundable only if the return is due to our error.

6. Damaged or Defective Products

If you receive a damaged or defective product:

• Contact us within 48 hours of receiving the product
• Provide photographs of the damage or defect
• We will arrange for a replacement or full refund, including shipping costs

Do not dispose of damaged products until instructed by our customer service team.

7. Wrong Items

If you receive the wrong item:

• Contact us immediately at message@phaltrongrax.world
• We will arrange for the correct item to be sent and provide a prepaid return label for the incorrect item
• You will not incur any additional costs

8. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order for the desired product.

9. Cancellations

9.1 Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. We will make every effort to accommodate your request and provide a full refund.

9.2 After Dispatch

Once an order has been dispatched, it cannot be cancelled. You will need to wait to receive the order and then follow our return process if you wish to return the product.

10. Partial Refunds

In certain situations, we may only grant partial refunds:

• Products returned more than 30 days after delivery
• Products with obvious signs of use or damage not present when received
• Products missing parts or original packaging

11. Chargebacks

If you have concerns about a charge, please contact us before initiating a chargeback with your bank or credit card company. We are committed to resolving any issues fairly and promptly. Initiating a chargeback without first contacting us may result in delays in resolving your concern.

12. Questions and Support

If you have any questions about our refund policy or need assistance with a return, please contact our customer service team:

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM (Irish Standard Time). We aim to respond to all inquiries within 2 business days.

13. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The version of the policy in effect at the time of your purchase will apply to that transaction.