Refund policy

RETURN AND REFUND POLICY – FOOD SUPPLEMENTS

Applicable in all Member States of the European Union

1. INTRODUCTION AND LEGAL BASIS

This policy governs the return and refund conditions for food supplements sold in the European Union, in accordance with EU legislation and relevant national transpositions, in accordance with:

• Directive 2011/83/EU (consumer rights)
• Regulation (EC) No. 178/2002 (food safety)
• Regulation (EU) No. 1169/2011 (consumer information)
• National regulations:

·         Romania: OUG 34/2014

·         Italy: Consumer Code (Art. 52–59; Art. 128(2))

·         Germany: BGB §312g

·         France: Consumer Code L221-18 – L221-28

Dietary supplements are classified as perishable food products, subject to specific regulations.

2. RETURN OF PRODUCTS IN GOOD CONDITION (RIGHT OF WITHDRAWAL – 14 DAYS)

2.1. Right of withdrawal

The consumer may return the products within 14 days of delivery, without providing any reason.
Legal basis: Art. 9–12 Directive 2011/83/EU.

2.2. Eligibility Conditions

The product must be:

• sealed,
• unused,
• in its original packaging,
• in perfect condition,

2.3.  Pursuant to Article 16(e) of Directive 2011/83/EU: Opened dietary supplements CANNOT be returned.

2.4. Who pays for shipping?

• The consumer bears the cost of return shipping.
• The cost of the initial shipping will not be refunded in the event of voluntary withdrawal.

 

3. DAMAGED, NON-CONFORMING, OR ALTERED PRODUCTS

3.1. Obligation to Notify

The consumer must contact us immediately if the product:

• is damaged,
• has packaging that is compromised in such a way that the contents may be altered,
• is different from what was ordered,
• shows signs of spoilage (unusual unpleasant odors, presence of lumps, presence of foreign objects, residues, unusual particles)
• has an incorrect expiration date or a date different from the one announced on the manufacturer’s website for products with a short shelf life.

3.2. Consumer Rights

In the event of non-conformity, the consumer has the right to:

• replacement of the product with an identical product,

or

• a full refund.

3.3. Who pays for shipping on altered or damaged products?

➡️ The seller covers all shipping costs, including:

• product pickup,
• shipping the replacement product.

 

4. Products Not Eligible for Return

The following cannot be returned:

• opened supplements,
• used products,
• products damaged by the consumer,
• products returned after the legal 14-day return period following delivery.

 

5. Refund

5.1. Conditions

The refund will be issued after the returned product has been received and inspected.

5.2. Timing

The refund will be received by the customer within 5–14 business days after the returned product has been received and inspected.

5.3. Who pays for shipping?

• Voluntary return: The consumer pays for shipping.
• Non-conforming product: the seller pays for shipping.

 

6. Summary of shipping costs

Situation	Who pays for shipping?	Law
Voluntary return (sealed product, in good condition)	Consumer	Art. 14(2) – Directive 2011/83/EU
Return of an opened product	Return not accepted	Art. 16(e) – Directive 2011/83/EU
Product damaged upon delivery	Seller	Art. 5–6 – Directive 2011/83/EU
Wrong product delivered	Seller	Art. 5–6 – Directive 2011/83/EU
Product tampered with / manufacturing defect	Seller	Art. 14 – Regulation 178/2002
Initial shipping costs in case of voluntary return	Non-refundable	Art. 13 – Directive 2011/83/EU

7. Contact Information

For any inquiries regarding returns or refunds, consumers may contact us at:
orders@kirosdiet.com or via WhatsApp message at +39-3478411642