1. Who is covered by this Policy
Consumers—natural persons acting mainly outside their trade, business, craft, or profession—benefit from the withdrawal and conformity rules described below, subject to statutory exceptions. If you purchase as a business (Trader), different provisions of the Swedish Sale of Goods Act (1990:931) and any written agreement between us may apply; contact us for a commercial returns arrangement before ordering large quantities.
2. Pre-contractual information
Before you are bound by a distance contract, we provide information about the main characteristics of the goods, our identity and address, total price including taxes and delivery, payment and delivery arrangements, the existence of a right of withdrawal (where applicable), withdrawal conditions and costs, our complaint handling policy, and any relevant guarantees. That information forms part of the contractual context in which this Policy must be interpreted.
3. Right of withdrawal (cooling-off) for distance contracts
If you are a Consumer and the Contract falls within the scope of Chapter 2 of the Distance and Off-Premises Contracts Act implementing Directive 2011/83/EU, you have a right to withdraw from the Contract within fourteen calendar days without giving any reason.
3.1 Starting point of the withdrawal period
For sales contracts, the withdrawal period expires fourteen days after the day on which you—or a third party other than the carrier designated by you—acquires physical possession of the goods. If you ordered multiple items in one order delivered separately, the period runs from the day you acquire possession of the last item. If the contract is for regular delivery of goods over a defined period, the period runs from the day you acquire possession of the first item unless national law specifies otherwise.
3.2 How to exercise the right of withdrawal
You must inform us of your decision to withdraw by an unequivocal statement (for example a letter sent by post or email) before the expiry of the withdrawal period. You may use the model withdrawal form in the Appendix to this Policy, but it is not obligatory. We recommend including your name, address, order number, and a clear statement that you withdraw from the Contract.
We will communicate to you an acknowledgement of receipt of your withdrawal on a durable medium without delay.
3.3 Effects of withdrawal on reimbursement
If you withdraw, we will reimburse all payments received from you, including outbound delivery costs you paid when you chose the least expensive standard delivery method we offered (if you chose a more expensive method, the excess is not reimbursed), without undue delay and in any event not later than fourteen days from the day on which we are informed of your decision to withdraw.
We will carry out reimbursement using the same means of payment as you used for the initial transaction, unless you expressly agree otherwise and any alternative does not entail fees for you. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest.
3.4 Returning the goods
You must send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicated your withdrawal. The deadline is met if you send the goods before the period of fourteen days has expired. Unless we have offered to bear the cost of return, you are responsible for the direct cost of returning the goods. For heavy or high-value shipments, we recommend insured and tracked transport.
3.5 Diminution in value
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Opening outer shipping cartons and protective wrapping needed for inspection is generally acceptable; excessive use or destruction may justify a deduction from your refund in accordance with Article 14(2) of Directive 2011/83/EU.
4. Exceptions to the right of withdrawal
Article 16 of Directive 2011/83/EU lists contracts for which Member States may exclude the right of withdrawal. Relevant to our Products, the following may apply:
- Sealed goods not suitable for return for health or hygiene reasons once unsealed: Many food supplements are supplied sealed for safety. If you break a safety seal, open inner pouches, or otherwise render the goods unsuitable for resale under food hygiene rules, the right of withdrawal may be lost. If seals remain intact and the goods can be lawfully resold, withdrawal remains possible within the statutory period.
- Goods made to your specifications or clearly personalised: Not typically applicable to standard Vitalyra stock, but would apply if we introduce made-to-order items.
- Goods liable to deteriorate or expire rapidly: Short-life perishable items may be excluded; check product-specific terms at purchase.
If you are uncertain whether an exception applies, contact us with photographs of seals and packaging before opening.
5. Legal guarantee and lack of conformity
Separate from the right of withdrawal, Consumers have rights if goods are not in conformity with the Contract at the time risk passes to you, or if a lack of conformity becomes apparent within the statutory period under the Consumer Sales Act and Directive (EU) 2019/771 as implemented in Sweden and, where more favourable, in your country.
5.1 What counts as lack of conformity
Lack of conformity includes where the goods do not match the description, are not fit for the purposes for which goods of the same type are normally used, do not possess qualities we held out in public statements, or are not delivered in the agreed quantity. Minor deviations that do not affect fitness for purpose may not always constitute lack of conformity.
5.2 Remedies
Depending on circumstances and cost, you may be entitled to have the goods brought into conformity free of charge (repair or replacement), receive a proportionate price reduction, or terminate the Contract when lack of conformity is not minor. Specific time limits and burden-of-proof rules may vary; we apply at least the Swedish mandatory rules and any stricter rules applicable to you.
5.3 How to notify us
Contact contact@phexroxxghor.world promptly after discovering a defect, including photographs, batch or lot number, and a description of the issue. Do not dispose of the goods until we confirm, unless keeping them would pose a safety risk—in that case retain photographs and any official report.
6. Wrong item, missing items, or transit damage
If you receive an item different from what you ordered, too few units, or goods damaged in transit, notify us within forty-eight hours of delivery or as soon as reasonably practicable, with images of the outer packaging and contents. We will arrange, at our expense where we confirm the error, return labels, reshipment, or refund as appropriate. If the carrier requires inspection, please cooperate with their process.
7. Refund processing timelines
After we receive returned goods in acceptable condition or approve a refund without return (for example for non-delivered goods), we initiate reimbursement within five business days unless a longer period is objectively necessary (for example fraud checks). Payment institutions may take additional time to post credits; those delays are outside our control but we will supply confirmation of initiation on request.
8. Exchanges
We do not guarantee exchanges for alternative SKUs because inventory fluctuates. Where stock permits, we may process an exchange as a return plus a new order to keep tax and inventory records clear. Any price difference and shipping costs will be communicated and agreed before proceeding.
9. International returns and customs
If you return goods from outside the EU/EEA, you are responsible for accurate customs declarations and any duties or taxes triggered by the return. Retain proof of shipment and tracking until the refund is completed. If a return is refused at the border because of incorrect paperwork, we may be unable to credit you until the goods are returned to us or evidence of destruction under customs supervision is provided where applicable.
10. Gifts and third-party payers
Refunds are generally credited to the original payment instrument for fraud-prevention reasons. If you received a gift, please coordinate with the purchaser or provide signed authorisation for an alternative refund method; we may require identity verification before proceeding.
11. Chargebacks and payment disputes
If you initiate a chargeback with your bank, we may pause duplicate refunds until the dispute is resolved. Providing accurate information to your bank and to us in parallel helps avoid double recovery.
12. Environmental recommendations
Please recycle cardboard and permissible plastics according to local rules. Do not flush capsules or liquids down drains. Expired or unusable supplements should be disposed of through local pharmaceutical or hazardous-waste schemes where available.
13. Dispute resolution
If we cannot resolve a complaint, Consumers may refer to the Swedish National Board for Consumer Disputes (ARN) or, where applicable, a certified alternative dispute resolution body in their country. You also retain the right to bring proceedings before the competent courts under the Terms of Service.
14. Changes to this Policy
We may update this Policy to reflect legal changes or operational improvements. The version with the effective date below applies to orders placed after publication. Earlier versions can be supplied on request where relevant to an ongoing dispute.
Effective date: 19 March 2026.
Appendix — Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Phexroxxghor, Klarabergsgatan 64, 111 21 Stockholm, Sweden. Email: contact@phexroxxghor.world.
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete where not applicable.