Last updated:
1. Overview
At Srexalonzygroz, we want you to be satisfied with your purchase. This Refund Policy outlines your rights regarding returns and refunds in accordance with European Union consumer protection laws and Finnish legislation.
2. Right of Withdrawal (Cooling-Off Period)
Under the EU Consumer Rights Directive, you have the right to withdraw from your purchase within 14 days without giving any reason.
For distance contracts with consumers, this policy is interpreted in accordance with the Finnish Consumer Protection Act (Kuluttajansuojalaki).
2.1 Withdrawal Period
The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), physically receives the goods.
2.2 Exercising Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can contact us at:
- Email: askuse@srexalonzygroz.world
- Address: Ketolantie, 91800 Tyrnävä, Finland
You may use the model withdrawal form below, but it is not obligatory.
2.3 Model Withdrawal Form
To: Srexalonzygroz, Ketolantie, 91800 Tyrnävä, Finland
I hereby give notice that I withdraw from my contract of sale of the following goods:
- Product name and order number
- Ordered on / received on
- Name of consumer
- Address of consumer
- Signature (if sent by paper)
- Date
3. Conditions for Returns
3.1 Eligible Products
To be eligible for a return under the right of withdrawal:
- Products must be unopened and in their original, sealed packaging
- Products must be in the same condition as when received
- Products must be returned within the 14-day withdrawal period
3.2 Non-Eligible Products
Due to health and hygiene reasons, the following cannot be returned:
- Products that have been opened or unsealed
- Products where the seal has been broken
- Products that show signs of use
This exception is in accordance with Article 16(e) of the Consumer Rights Directive for sealed goods not suitable for return due to health protection or hygiene reasons.
4. Return Process
4.1 Steps to Return
- Step 1: Contact us at askuse@srexalonzygroz.world with your order number and reason for return
- Step 2: Receive return authorization and shipping instructions
- Step 3: Pack the product securely in its original packaging
- Step 4: Ship the product to the provided return address
- Step 5: Retain proof of postage
4.2 Return Shipping Costs
You are responsible for the direct cost of returning the goods unless the goods are defective or we have sent you the wrong item. We recommend using a trackable shipping method.
4.3 Return Address
Please do not return items without first contacting us. We will provide the appropriate return address when you initiate a return.
5. Refunds
5.1 Refund Timeline
We will issue your refund no later than 14 days from receiving your withdrawal notice. We may withhold reimbursement until we have received the returned goods or you have supplied evidence of having sent back the goods, whichever is earlier. We will refund you using the same payment method you used for the original purchase unless expressly agreed otherwise.
5.2 Refund Amount
We will refund:
- The full price of the product(s) returned
- Standard delivery charges (if you return all items from an order)
Note: If you chose a more expensive delivery option than standard delivery, we will only refund the cost of standard delivery.
5.3 Partial Returns
If you return only some items from a multi-item order, we will refund the price of the returned items only. Original shipping charges are non-refundable for partial returns.
6. Defective or Damaged Products
6.1 Defective Products
If you receive a product that is defective or not as described, you have the right to:
- A replacement product
- A full refund including return shipping costs
6.2 Damaged in Transit
If your product arrives damaged, please:
- Take photographs of the damage
- Contact us within 48 hours of delivery
- Keep the original packaging
We will arrange for a replacement or full refund including shipping costs.
6.3 Wrong Product
If you receive the wrong product, contact us immediately and we will arrange for the correct item to be sent at no additional cost, or provide a full refund.
7. Cancellation of Orders
You may cancel your order before dispatch by contacting us at askuse@srexalonzygroz.world. If dispatch has already taken place, your withdrawal and refund rights continue to apply according to this policy.
8. Legal Rights
This Refund Policy does not affect your statutory rights under Finnish Consumer Protection Act or EU consumer protection laws. For products purchased in the European Union, you have additional rights under:
- EU Consumer Rights Directive (2011/83/EU)
- EU Consumer Sales and Guarantees Directive
- Finnish Consumer Protection Act (Kuluttajansuojalaki)
9. Contact Us
For questions about returns or refunds, please contact us:
- Email: askuse@srexalonzygroz.world
- Address: Ketolantie, 91800 Tyrnävä, Finland
We aim to respond to all inquiries within 2 business days.
10. Dispute Resolution
If you are not satisfied with our resolution of your return or refund request, you may:
- Contact the Finnish Consumer Advisory Services (Kuluttajaneuvonta)
- Submit a complaint to the Consumer Disputes Board (Kuluttajariitalautakunta)
- Use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr
11. Processing of Refund-Related Personal Data
We process personal data necessary to handle returns and refunds (such as order reference, contact details, and correspondence) under GDPR Article 6(1)(b) and Article 6(1)(c). For more details, see our Privacy Policy.
12. Policy Updates
We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated revision date. The policy in effect at the time of your purchase will apply to that transaction.