Refund Policy

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1. Your Right of Withdrawal

Under EU Directive 2011/83/EU on consumer rights, as implemented in the Netherlands in the Burgerlijk Wetboek (BW Art. 6:230o), you have the right to withdraw from your purchase without giving any reason within 14 calendar days of the day on which you — or a third party designated by you, other than the carrier — physically receive the goods.

This right applies to consumer purchases only (i.e. purchases made by a natural person acting outside their trade, business, or profession).

2. How to Exercise Your Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires. You may do so by:

• Sending an email to feedaskinfo@thexrovayx.world with your name, address, order number, and a clear statement of your intention to withdraw.
• Calling us at +31 20 888 5031 during business hours.
• Writing to us at: Thexrovayx, Grotestraat 44, 7607 CP Almelo, Netherlands.

We will acknowledge your withdrawal notice promptly by email.

3. Conditions for Return

To be eligible for a refund, the returned product must be:

• Returned within 14 calendar days of the date you notified us of your decision to withdraw.
• Unopened and in its original, undamaged packaging with all seals intact.
• In the same condition as when it was received.

We cannot accept returns of products that have been opened, used, or whose hygiene seal has been broken, as these products cannot be resold and their integrity cannot be verified. This exception is permitted under Art. 16(e) of Directive 2011/83/EU for sealed goods that are not suitable for return due to health protection or hygiene reasons once opened.

4. Return Shipping

You are responsible for the cost of returning the product to us unless the product was damaged, defective, or incorrectly sent. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.

Return address:

5. Refund Processing

Once we receive and inspect the returned item, we will notify you by email of the outcome. If your return is approved, we will process a full refund of the product price to the original payment method within 14 calendar days of the date we receive the returned goods (or the date you provide proof of return shipment, whichever is earlier). We may withhold the refund until we have received the goods back or until you have provided proof of sending them, whichever comes first.

Original delivery charges are included in the refund for the full withdrawal of an order. You bear the direct cost of returning the goods.

6. Defective or Damaged Products

If you receive a product that is defective, damaged, or not as described, please contact us within 30 days of receipt at feedaskinfo@thexrovayx.world or +31 20 888 5031. We will arrange a replacement or full refund at no additional cost to you, including return shipping. This does not affect your statutory rights under Dutch law regarding conformity of goods.

7. Non-Returnable Situations

Refunds will not be issued in the following situations:

• The withdrawal period of 14 calendar days has expired.
• The product has been opened or its hygiene seal broken.
• The product shows signs of use, damage caused by the customer, or missing components.
• The order was placed by a business or professional (B2B orders are excluded from the statutory withdrawal right).

8. Dispute Resolution

If you have a complaint or dispute regarding a return or refund that we have not been able to resolve to your satisfaction, you may contact the Dutch Consumer Authority (Autoriteit Consument en Markt) or submit your complaint to the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

9. Contact Us

For all return and refund enquiries, please reach us at: