Refund Policy

1. Your Rights Under UK Consumer Law

We want you to be completely satisfied with your purchase from Thraxelluaquezla.ddd. Under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, you have important rights when shopping online.

Right to cancel: For distance sales (online, phone, or mail order), you have the right to cancel your order and receive a full refund within 14 days of the day you receive the goods. This 14-day period begins the day after you receive your order. You do not need to give a reason for cancellation during this period.

Right to reject faulty goods: If the goods you receive are faulty, not as described, or do not match the sample, you have the right to reject them and receive a full refund within 30 days of delivery. You may also have the right to a repair or replacement.

Right to repair or replacement: If goods are faulty within the first six months, we have one opportunity to repair or replace them. If this is not successful, you are entitled to a full or partial refund depending on the circumstances.

2. How to Request a Refund or Return

To cancel your order or request a refund, please contact us within 14 days of receiving your order. You can reach us by email at admin@thraxelluaquezla.world. Please include the following in your request:

• Your order number (found on your order confirmation email)
• The reason for your return or cancellation
• Your name and contact details

For cancellation under your 14-day right: You must return the product unused, in its original packaging, and in the same condition in which you received it. We will provide you with return instructions, including the address to which you should send the product. You are responsible for the cost of returning the goods unless we have supplied faulty or incorrect items.

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days to the original payment method used for the purchase.

3. Refund Process and Timeline

When we receive your returned product, we will inspect it and notify you of our decision. If your return is approved, we will initiate a refund to your original method of payment. You will receive the refund within 14 days of our approval. Please note that depending on your bank or card provider, it may take additional time for the refund to appear in your account.

We will refund the full purchase price, including the cost of standard delivery, for cancellations made within the 14-day period. If you chose an upgraded or premium delivery option, we will refund the standard delivery cost only, unless the product was faulty or we made an error.

We reserve the right to refuse a refund if the product shows signs of use, has been opened (where the seal has been broken), or has been damaged in a way that is not consistent with normal wear or transit damage. In such cases, we may return the product to you at your expense.

4. Exceptions and Special Cases

Sealed hygiene products: For health and safety reasons, we cannot accept returns of sealed products that have been opened or unsealed, unless the product is faulty or not as described. This includes food supplements where the seal has been broken.

Faulty or incorrect items: If you receive a faulty product or we have sent you the wrong item, please contact us immediately. We will arrange for the product to be collected at our expense and will issue a full refund or replacement as appropriate. You will not be charged for return shipping in these circumstances.

Damaged in transit: If your order arrives damaged, please contact us within 48 hours of delivery with photographs of the damage and packaging. We will arrange a replacement or full refund as appropriate.

5. Partial Refunds

In certain circumstances, we may offer a partial refund. This may apply when:

• The product has been used or shows signs of use, reducing its value
• The product has been damaged through no fault of ours
• You have failed to take reasonable care of the product before returning it

If we believe a partial refund is appropriate, we will explain our reasoning and the amount we propose to refund. You may accept this or dispute it. If you are not satisfied, you have the right to refer the matter to a relevant dispute resolution scheme or the courts.

6. Exchange Policy

We do not currently offer direct exchanges. If you wish to receive a different product, please return the original product for a refund in accordance with this policy, and place a new order for the product you want. This ensures that your refund is processed promptly and you can order the correct item without delay.

7. Contact Us

For any questions about returns, refunds, or this policy, please contact us:

We aim to respond to all refund and return enquiries within 2 business days. If you are not satisfied with our response, you may have the right to refer your complaint to a certified alternative dispute resolution provider or to the courts.