Vortalexghmroz

Return Policy

This Return Policy sets out in detail the terms and conditions under which you may return or exchange products purchased from Vortalexghmroz via the website vortalexghmroz.ddd. We want you to be satisfied with your purchase of our hydration and appearance products (including but not limited to our Daily Hydration Serum, Glow Moisturiser, and Routine Essence). This policy applies to consumers and, where we agree, to business customers. Please read this policy carefully before making a purchase or requesting a return. By placing an order, you acknowledge that you have read and understood this Return Policy. If you have any questions, please contact us using the details provided on our website before returning any goods.

Right of Withdrawal (EU Consumers)

If you are a consumer (a natural person acting for purposes outside their trade, business, craft, or profession) and the contract between you and us is a distance or off-premises contract within the meaning of the Consumer Rights Directive (2011/83/EU) and the German Civil Code (BGB), you have a legal right to withdraw from the contract within 14 days without giving any reason. This right is in addition to any statutory warranty rights you may have (e.g. in case of defective goods).

Withdrawal Period

The withdrawal period expires 14 days from the day on which you or a third party nominated by you (other than the carrier) take physical possession of the goods. If you have ordered multiple goods in one order that are delivered separately, the period expires 14 days from the day on which you or a third party nominated by you take physical possession of the last good. If the goods are delivered in several consignments or pieces, the period expires 14 days from the day on which you or a third party nominated by you take physical possession of the last consignment or piece. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

How to Exercise Your Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision by a clear statement (e.g. a letter sent by post, an email, or a message sent via our contact form). You may use the model withdrawal form provided by the European Commission, but it is not obligatory. You can find the model form and further information on the European Commission's website and on our website. If you use this option, we will send you an acknowledgement of receipt of your withdrawal without delay (e.g. by email). You may also contact us by telephone; we recommend that you follow up in writing so that you have proof of the date of your withdrawal.

Effects of Withdrawal

If you withdraw from the contract, we shall reimburse to you all payments received from you, including the costs of delivery (except for any additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw from the contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from the contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. We may deduct from the reimbursement an amount corresponding to any diminished value of the goods resulting from the handling of the goods beyond what is necessary to establish their nature, characteristics, and functioning (e.g. use beyond opening the packaging or using the product in a way that goes beyond a simple check). We will inform you of any such deduction. If you have requested the commencement of the performance of services during the withdrawal period (e.g. the supply of digital content not on a tangible medium), you shall pay us an amount which is in proportion to what has been performed until you have communicated your withdrawal, in comparison with the full coverage of the contract.

Exceptions to the Right of Withdrawal

Your right of withdrawal may not apply in certain cases as set out in the Consumer Rights Directive and the BGB. These include in particular:

If you have unsealed or used a product that falls under such an exception, we may not be required to accept a return for that product, or we may deduct an amount for diminished value as permitted by law. We will inform you on our website (e.g. on the product page or in the checkout process) or at the time of purchase if any product is subject to such an exception. If in doubt, please contact us before opening or using the product if you are considering a return.

Returns Outside the Statutory Withdrawal Period

If you wish to return a product after the statutory 14-day withdrawal period has expired, or if you are not covered by the right of withdrawal (e.g. if you are a business customer, or if the product falls within one of the exceptions above and has been unsealed or used), we may still accept returns at our sole discretion. Such returns are not a legal entitlement but a gesture of goodwill. They may be subject to a restocking fee or deduction for handling, packaging, or diminished value, and you may be responsible for the cost of returning the goods. Please contact us before sending any return so that we can confirm whether we can accept it, inform you of any applicable fees or deductions, and provide you with return instructions and any return authorisation or reference number required. Do not send products back without prior contact, as we may not be able to process returns that do not follow our instructions.

Condition of Returned Goods

Returned goods must, where possible, be in their original packaging and in a resaleable condition. Products that have been opened, used beyond a minimal check (e.g. beyond what is necessary to establish the nature, characteristics, and functioning of the goods), or damaged by the customer may not be accepted for a full refund, or we may deduct an amount for diminished value as permitted by law. We reserve the right to refuse a return or to reduce the refund accordingly if the product is not returned in accordance with these conditions. For hygiene and safety reasons, we cannot resell certain products once they have been opened or used; in such cases we may refuse the return or accept it only with a significant deduction. Please pack the goods securely to prevent damage in transit; we are not responsible for loss or damage to goods during return shipment unless we have arranged and paid for the return ourselves (e.g. in the case of faulty goods).

Exchanges

If you wish to exchange a product for a different size, variant, or another product (e.g. to exchange the Glow Moisturiser for the Routine Essence), please contact us. We will treat an exchange as a return of the original product (subject to the terms of this Return Policy, including condition and time limits) and a new purchase of the requested product. The exchange is subject to the availability of the requested product and to the same terms as set out in this Return Policy and our Terms of Use. Any price difference between the original and the new product will be charged to you or refunded to you as applicable. You will be responsible for the cost of returning the original product unless otherwise agreed or required by law (e.g. in the case of a defective product). We will provide you with instructions for the exchange once you have contacted us.

Faulty or Defective Products; Statutory Warranty Rights

If you receive a product that is faulty, defective, or not as described, you have statutory rights under the applicable law (e.g. under the German Civil Code (BGB) and the Consumer Rights Directive). These rights may include the right to repair, replacement, reduction in price, or termination of the contract and refund, depending on the nature of the defect and the circumstances. These rights are not affected by your right of withdrawal. Please contact us as soon as possible after discovering the defect, providing details of the problem and, if possible, photographs or other evidence. We may ask you to return the product for inspection so that we can verify the defect and determine the appropriate remedy. We will not charge you for return shipping in the case of faulty or defective products and will reimburse any reasonable costs you have incurred for returning the goods once the defect is confirmed. If the product is not defective, we may return it to you at your cost or dispose of it in accordance with our policy. We will process your claim without undue delay and in accordance with the applicable statutory time limits.

How to Initiate a Return

To initiate a return or to ask any questions about this Return Policy, please contact Vortalexghmroz using the contact details provided on our website (vortalexghmroz.world), including our contact form, postal address (Schützenstraße 41, 10117 Berlin, Germany), and telephone number. In your message, please include: your order number (if applicable); the product(s) you wish to return (e.g. product name, quantity); and the reason for the return (e.g. change of mind, defective product, wrong item received). We will then provide you with return instructions and, where applicable, a return authorisation or reference number that you should include with or on the returned goods. Do not send products back without contacting us first, as we need to ensure we can process your return correctly and that the return is eligible under this policy. Returns that arrive without prior authorisation or without the required information may experience delays or may not be accepted.

Refund Processing

Once we have received the returned product and verified that it meets the conditions for return set out in this policy (including condition and, where applicable, that it is within the withdrawal period or otherwise accepted by us), we will process your refund without undue delay. We will typically process the refund within 14 days of receipt of the goods or of your evidence of having sent them back, unless a longer period is agreed or permitted by law. The refund will be credited to the same payment method used for the original purchase (e.g. the same card or PayPal account) unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. If the original payment method is no longer valid (e.g. the card has expired), we will contact you to arrange an alternative method of refund. Please note that your bank or card issuer may take additional time (e.g. several business days) to credit your account after we have processed the refund; we are not responsible for such delays. If you have not received your refund within the expected time, please contact us and we will investigate.

Partial Refunds and Deductions

In certain circumstances we may issue a partial refund or deduct an amount from the reimbursement. This may occur where: (a) the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning (e.g. use of the product beyond a minimal check), in which case we may deduct an amount corresponding to the diminished value; (b) the goods are not returned in their original packaging or in a resaleable condition; (c) the return is made outside the statutory withdrawal period and we have agreed to accept it subject to a restocking or handling fee; or (d) otherwise as permitted by this policy or applicable law. We will inform you of any deduction before or at the time of reimbursement and will explain the reason.

Cancellation Before Shipment

If you wish to cancel your order before the goods have been dispatched, please contact us as soon as possible. If we have not yet shipped the order, we will cancel it and reimburse any payment already received without undue delay. If the order has already been dispatched, you may exercise your right of withdrawal as set out above once you receive the goods.

Changes to This Return Policy

We may update this Return Policy from time to time to reflect changes in our practices, legal requirements, or the terms we offer. Changes will be posted on this page with an updated effective date. For purchases made before a change, the version of the policy in effect at the time of purchase will generally apply to that purchase, unless the change is required by law or we have agreed otherwise. We encourage you to review this policy periodically. Material changes may be communicated to you by email or a notice on our website where we have your contact details and where required by law.

Contact Us

For any questions about returns, exchanges, refunds, or this Return Policy, please contact Vortalexghmroz at the address or contact details provided on our website at vortalexghmroz.world (Schützenstraße 41, 10117 Berlin, Germany; contact form; telephone). We will endeavour to respond to your enquiry as soon as reasonably practicable and to resolve any issues in accordance with this policy and applicable law.

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