Return and Refund Policy

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1. Your Right to Return

You have the right to return an unopened, undamaged pack of Primiva within 14 calendar days of the date you received your order, with no reason required. This right is offered voluntarily by Gheorghe-Marius Muscalu and is consistent with consumer protection best practice.

2. Condition of Returned Products

Returns are accepted only for unopened and sealed packs. For hygiene and safety reasons, food supplements whose tamper-evident seal has been broken cannot be accepted for return. This is a lawful exception recognised under consumer protection law for sealed goods that are not suitable for return once opened.

3. How to Arrange a Return

To initiate a return, email us at [email protected] within 14 calendar days of receipt, stating your order reference (if known) and reason. We will reply within 2 business days with return instructions and the return address. Please do not send products without first contacting us.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the product is faulty, damaged on arrival, or incorrect. In those cases, we will cover the return shipping cost.

5. Refund Processing

Once we receive and inspect the returned pack, we will process your refund within 14 days. Since all sales are paid on delivery (cash or card to courier), refunds are made by bank transfer to an account you specify. We will confirm the refund amount and timeline by email.

6. Order Cancellation

You may cancel your order free of charge at any time before dispatch - either by informing the operator during the confirmation call, or by contacting us. Once dispatched, the return process above applies. You may also refuse delivery at the door - the order will be cancelled and no charge will apply (you will not have paid, as payment is made on delivery).

7. Faulty or Incorrect Products

If you receive a damaged, faulty or incorrect product, contact us immediately at [email protected]. We will arrange collection and replacement or a full refund at our expense, consistent with the Consumer Guarantees Act 1993 (NZ).

8. Contact

Gheorghe-Marius Muscalu
Rue des Tigres 5, 4030 Liège, Belgium
Email: [email protected]
Phone: +64 9 887 4321
Mon-Fri: 9:00 am - 5:00 pm NZST