XENRISE Organica Return & Refund Policy

Scope of This Policy

This policy applies to eligible products purchased directly through XENRISE Organica’s official website or another sales channel expressly operated or authorized by XENRISE Organica.

Products purchased from an independent retailer, marketplace, pharmacy, reseller, distributor or other third party may also be subject to that seller’s own return and refund procedures.

A customer requesting a return may be required to provide the relevant order number, invoice, transaction reference or other reasonable proof of purchase.

Seven-Day Return Request Period

An eligible return request must normally be submitted to XENRISE Organica within seven (7) calendar days from the date on which the order is delivered to the customer.

The customer should notify us within this period and provide sufficient information to identify the order and the reason for the requested return.

Conditions for an Eligible Return

Unless the product is defective, damaged, incorrectly supplied or otherwise covered by applicable mandatory rights, a returned product must satisfy all relevant conditions below:

• The return request is submitted within the applicable seven-day period.
• The product has not been used or consumed.
• The product remains in the same condition in which it was supplied.
• Original seals, labels, tags and tamper-evident features remain intact where applicable.
• The original box, bottle, jar, pouch or other retail packaging has not been unnecessarily damaged or altered.
• Accessories, promotional items, manuals, measuring devices or other components originally supplied with the product are returned where applicable.
• The customer provides reasonable proof of purchase.

Products Normally Not Eligible for Change-of-Mind Returns

For product-integrity, hygiene, safety and quality reasons, the following items may normally be excluded from change-of-mind returns once opened, used or tampered with:

• Opened or used nutritional supplements.
• Opened food, edible or consumable products.
• Opened cosmetics, skincare or personal-care products.
• Products with broken safety, hygiene or tamper-evident seals.
• Products that have been consumed partially or fully.
• Items damaged through misuse, improper handling, accident, unauthorized modification or failure to follow product-care instructions.
• Products returned without essential original packaging or components where this materially affects their condition, safety, verification or resale value.
• Items specifically identified at the time of sale as non-returnable, final-sale or clearance items where permitted.

Damaged, Defective or Incorrect Products

Customers should inspect their order as soon as reasonably possible after delivery.

If an item appears damaged in transit, defective or materially different from the product ordered, please contact XENRISE Organica promptly and, where reasonably possible, provide:

• Order or invoice information.
• Clear photographs of the product.
• Photographs of the outer and inner packaging where relevant.
• Batch, lot, manufacturing or expiry information where relevant to verification.
• A short explanation of the reported problem.

XENRISE Organica reserves the right to reasonably verify a reported defect, delivery discrepancy or damage before confirming the appropriate remedy.

How to Request a Return

To help ensure that your return is processed correctly, please follow the return procedure below.

Sending an item back without following any return instructions reasonably provided by XENRISE Organica may delay verification or processing.

Receipt & Inspection of Returned Stock

Receipt of a returned parcel does not automatically mean that a refund has been approved.

Once returned stock reaches XENRISE Organica or an authorized return location, the company may inspect the item to confirm:

• Product identity and quantity.
• Condition of the item.
• Seal and packaging status.
• Whether the product appears used, consumed, altered or damaged.
• Whether included accessories or components have been returned.
• Whether the reported reason for return can be reasonably verified.

The return will then be approved, rejected or, where appropriate, referred for additional verification.

Refund Processing Time

Where a return is approved, XENRISE Organica will process the applicable refund within fourteen (14) calendar days after the returned stock has been physically received and its eligibility has been inspected and confirmed.

The actual time for funds to appear in the customer’s account after XENRISE Organica processes the refund may depend on the customer’s bank, payment provider or other financial intermediary.

Delivery & Return Shipping Charges

Original delivery charges are normally non-refundable where a customer returns an otherwise correct product because of a change of mind, unless otherwise required by applicable law.

Where a return results solely from a verified customer change of mind, return transportation costs may be the customer’s responsibility.

Where XENRISE Organica confirms that an incorrect, defective or damaged product was supplied, the company may arrange or reimburse reasonable return-shipping costs as appropriate to the circumstances.

Reasons a Return May Be Declined

Subject to applicable mandatory consumer rights, a return or refund request may be declined where reasonable inspection establishes that:

• The applicable return period has expired.
• The product has been used or consumed.
• A seal or hygiene protection has been broken without a product-quality reason.
• The product has been damaged after delivery through misuse or inappropriate handling.
• Material parts, accessories or contents are missing.
• Packaging or product identification has been materially altered or removed.
• The returned product does not correspond to the item originally supplied.
• There is insufficient proof that the item was purchased through an eligible XENRISE Organica sales channel.
• The return appears fraudulent, abusive or otherwise inconsistent with this policy.

XENRISE Organica may request additional reasonable information before making a final return decision.

Order Cancellation

If you wish to cancel an order before dispatch, please contact XENRISE Organica as soon as possible.

A cancellation request cannot be guaranteed once an order has been processed, packed, handed to a courier or otherwise entered the fulfilment process.

If an order has already been dispatched, the normal return procedure may apply after delivery.

Return & Refund Support

For return, refund or order-support enquiries, please contact XENRISE Organica using the details below.

Refund Method

Approved refunds will normally be made using an appropriate payment method determined by the original transaction and available payment facilities.

Where refund to the original payment method is not technically available, XENRISE Organica may request verified banking or other appropriate payment information from the customer for the limited purpose of completing the refund.

The customer is responsible for ensuring that refund details supplied to the company are accurate.

Promotional Offers, Bundles & Free Items

Where an order was purchased as a bundle, promotional offer or with a free item, the applicable return may require the related items to be returned together where they formed part of the same promotional transaction.

If a promotional or free item is not returned, XENRISE Organica may, where appropriate and permitted, take its reasonable value into account when determining the refundable amount.

Abuse, Fraud & Repeated Returns

XENRISE Organica may take reasonable steps to investigate return activity that appears fraudulent, abusive, manipulated or inconsistent with genuine consumer use.

Where legally permitted, the company may decline transactions, restrict account functionality or request additional verification where there are reasonable grounds to protect customers, company assets, inventory or payment systems from fraud or abuse.

Policy Updates & Applicable Rights

XENRISE Organica may update this Return & Refund Policy periodically to reflect changes in products, services, logistics, payment methods or business procedures.

The version published on the website at the relevant time will generally govern the applicable procedure, subject always to any mandatory rights or remedies that cannot lawfully be excluded or restricted.