Refund & Return Policy

1. Seller identification

This entity is responsible for refund decisions relating to Cortena orders placed through authorised sales channels linked to this domain.

2. Key definitions

“Consumer” means any natural person acting outside trade, business, craft, or profession. “Withdrawal” denotes the statutory right to cancel a distance contract within fourteen days without stating reasons, subject to exceptions. “Substantial conformity” references whether the delivered goods match the description, sample, or model presented at purchase.

3. Statutory right of withdrawal for consumers

If you qualify as a consumer under Directive 2011/83/EU as implemented in Denmark, you may withdraw from a distance contract within fourteen calendar days from the day you—or a third party indicated by you—acquires physical possession of the goods. To exercise the right, send an unequivocal statement to our email or postal address before the deadline expires.

If you withdraw in time, we reimburse all payments received, including outbound delivery charges at the standard rate, without undue delay and no later than fourteen days from notification, using the same payment instrument unless you expressly agree otherwise.

4. Exception for sealed ingestible goods

Article 16(m) of Directive 2011/83/EU permits member states to exclude withdrawal once goods supplied are liable to deteriorate or expire rapidly or, for health or hygiene reasons, were unsealed after delivery. Cortena capsules fall within this category. Accordingly, the withdrawal right ceases if you break the safety seal or otherwise open packaging that is designed to remain intact until consumption.

Inspect outer cartons upon delivery before opening inner seals. Photograph damage to exterior packaging to support any claim of non-conformity.

5. Non-conforming or defective products

If goods are defective or deviate materially from contractual specifications, consumer remedies under the Danish Sale of Goods Act (købeloven) may apply independently of the withdrawal right. Notify us without undue delay after discovering the issue and provide photographs, batch codes, and order references.

We may offer repair, replacement, price reduction, or termination depending on proportionality and availability. Where termination is justified, refunds include reasonable return shipping costs we confirm in advance.

6. Incorrect items and short shipments

When you receive the wrong SKU or fewer units than invoiced, contact us within seven days of delivery. We arrange corrected shipment or proportional credit after verification against warehouse logs and carrier weight manifests.

7. Refund instruments

Refunds post to the original payment card or wallet whenever technical protocols allow. If the original instrument expired, we will request updated details through a secure link rather than insecure email.

8. Processing timeline

Approved refunds are initiated within five business days of agreement. Financial institutions may require additional posting time beyond our control; we provide remittance references on request.

9. Bundles and promotional compositions

If you retain part of a promotional bundle, refunds may be recalculated using ordinary unit prices effective outside the promotion so that retained items reflect fair market value.

10. Gift purchases

When the purchaser and recipient differ, refunds flow to the payment account used at checkout unless fraud review requires alternative handling. Gift recipients may receive store credit if authorised by the original purchaser in writing.

11. Chargebacks and payment disputes

We encourage dialogue before initiating card chargebacks. Friendly resolution typically preserves inventory records and avoids account flags. Contested chargebacks may be defended with delivery proofs and communication logs.

12. Commercial and wholesale purchasers

Entities purchasing for resale or internal consumption without consumer status are governed by invoice-specific terms, Incoterms, and negotiated credit notes. Statutory withdrawal rights described herein do not apply unless mandatory law dictates otherwise.

13. Escalation and mediation

Consumers may access the European Online Dispute Resolution platform or national consumer councils. We participate in good faith in mediation where required by Danish procedural norms.

14. Internal records

Refund decisions are logged with timestamps, staff identifiers, and rationale to support audit trails and continuous improvement of fulfilment partners.

15. Returns correspondence

Email chat@brexalonyzur.world with “Return request” and your order number in the subject line. We issue return labels only after confirming eligibility to avoid customs complications on unauthorised shipments.