Last updated: 11 March 2025
1. Introduction and scope
This Return Policy explains your rights to return products (including PhytoCardia) purchased from Phelaryndrex and how to request a refund or replacement. It applies in addition to our Terms of Service and should be read together with them. This policy is designed to comply with Finnish and European Union consumer law, including Directive 2011/83/EU on consumer rights (the “Consumer Rights Directive”) and the Finnish Consumer Protection Act (Kuluttajansuojalaki), as well as the Finnish Act on the Sale of Consumer Goods where applicable.
Our contact details: Phelaryndrex, Mannerheimintie 96, 00250 Helsinki, Finland. Email: touch@phelaryndrex.world. Phone: +358 300 20200. For any return or refund request, please contact us using one of these methods. We will respond without undue delay and will process your request in accordance with this policy and the law.
This policy applies to consumers (natural persons who are acting for purposes outside their trade, business, craft or profession). If you are a business customer, the right of withdrawal under consumer law does not apply to you; see section 8 below for information on business returns.
2. Right of withdrawal (14 days) – consumers only
If you are a consumer, you have the right to withdraw from the contract within 14 (fourteen) days without giving any reason. This means you may change your mind and return the product for a full refund (subject to the conditions and exceptions set out below). The withdrawal period expires 14 days after the day on which you, or a third party you designate (other than the carrier), acquire physical possession of the goods. For example, if the product is delivered to you on 1 March, the last day of the withdrawal period is 15 March. If the 14th day falls on a public holiday or a day when we are closed, the period is extended until the next working day.
To exercise the right of withdrawal, you must inform us of your decision by a clear and unambiguous statement. You may do so by:
- Email: Send an email to touch@phelaryndrex.world stating that you wish to withdraw from the contract. Please include your name, order number (if you have it), and the product name (e.g. PhytoCardia) so that we can identify your order.
- Post: Send a letter to Phelaryndrex, Mannerheimintie 96, 00250 Helsinki, Finland, stating that you wish to withdraw from the contract. We recommend that you use a method that allows you to prove that the communication was sent (e.g. recorded delivery).
You may use the model withdrawal form published by the European Commission (available at ec.europa.eu and in the annex to the Consumer Rights Directive), but it is not mandatory. Any other clear statement (e.g. an email or letter in your own words) is sufficient. To meet the 14-day deadline, it is sufficient that you send your communication before the period has expired (e.g. if you send an email on the last day of the period, you have exercised your right in time). We will send you an acknowledgment of receipt of your withdrawal (e.g. by email) without undue delay. If you have not received an acknowledgment within a few days, please contact us again.
3. Effects of withdrawal: refund and return of goods
If you withdraw from the contract, we shall reimburse all payments received from you, including the cost of standard delivery (if any), 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. We will carry out the 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 the reimbursement. For example, if you paid by card, we will refund to the same card; if you paid by PayPal, we will refund to your PayPal account. 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. This means that we will process the refund once the product has been received by us (or once you have provided proof of posting, if we have agreed to refund before receipt). We will notify you when the refund has been made.
You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the period of 14 days has expired (e.g. you post the parcel or hand it to the carrier before the expiry date). You will bear the direct cost of returning the goods unless we have agreed to bear them or we have failed to inform you that you must bear them. We recommend that you use a traceable method of shipment (e.g. registered or tracked delivery) and keep proof of posting, so that you can show that you sent the goods in time and so that the parcel can be traced in case of loss. The product should be returned in its original packaging where possible and in a resaleable condition. We may reduce the refund if the product has been used beyond what is necessary to establish its nature, characteristics and functioning (e.g. if you have opened sealed packaging and the product cannot be resold for hygiene or health protection reasons). For food supplements such as PhytoCardia, see section 4 below for important information about sealed goods.
4. Exceptions to the right of withdrawal: sealed goods (food supplements)
Under Article 16 of the Consumer Rights Directive and the implementing Finnish legislation, the right of withdrawal does not apply to the supply of goods that are sealed and not suitable for return due to health protection or hygiene reasons, where they have been unsealed after delivery. Food supplements, including PhytoCardia, are often supplied in sealed packaging (e.g. a bottle with a seal or shrink wrap). Once the seal has been broken, the product may no longer be suitable for resale for reasons of health protection or hygiene. Therefore, if you have unsealed the product (e.g. opened the bottle or broken the seal), we may be unable to accept a return for refund under the right of withdrawal, unless the product is defective (see section 5).
If the product is still sealed and in its original condition (e.g. the bottle has not been opened and the packaging is intact), you may return it within the 14-day period as described in sections 2 and 3. We will inspect the returned product upon receipt. If the product has been unsealed or used, we will inform you and may refuse the return or reduce the refund in accordance with the law. If you are unsure whether your product can be returned, please contact us before sending it back; we will advise you based on your specific situation.
5. Defective or non-conforming goods
If the product is defective or does not conform to the contract (e.g. it is damaged, the wrong product was sent, the product does not match the description on the Website, or it is otherwise not in conformity with what you agreed to purchase), you are entitled to remedies under the Finnish Consumer Protection Act and the Finnish Act on the Sale of Consumer Goods. These remedies are separate from the right of withdrawal and apply regardless of whether the 14-day withdrawal period has expired. Your rights include: (i) the right to have the product brought into conformity (by repair or replacement, at our choice where both are possible and not disproportionate); (ii) a proportionate reduction in the price; or (iii) withdrawal from the contract (cancellation and full refund). You must notify us of the lack of conformity within a reasonable time after you discovered or ought to have discovered it. We will cover the direct cost of returning the product when the return is due to a defect or lack of conformity (e.g. we will reimburse your return postage or arrange for a collection where appropriate). We will process your refund or replacement in accordance with the law and will inform you of the steps we are taking. This section does not limit your statutory rights; for full details of your rights in respect of defective goods, see our Terms of Service (section 7).
6. Step-by-step: how to return the product
To make the return process as clear as possible, we set out below the steps you should follow. These steps apply whether you are exercising your right of withdrawal (sections 2–4) or returning a defective or non-conforming product (section 5).
Step 1 – Notify us: Contact us by email (touch@phelaryndrex.world) or by post (Phelaryndrex, Mannerheimintie 96, 00250 Helsinki, Finland) to inform us of your withdrawal from the contract or of the defect/lack of conformity, as applicable. Please include: your full name; your order number (if you have it, e.g. from the order confirmation email); the product name (e.g. PhytoCardia); and a brief reason for the return (e.g. “I wish to withdraw from the contract” or “The product arrived damaged”). This helps us to identify your order and process your request quickly.
Step 2 – Our response: We will confirm receipt of your message without undue delay (e.g. by email). Where relevant, we will provide you with return instructions and the address to which you should send the product. If you are returning a defective product, we will confirm that we will cover the return costs and will explain how to claim reimbursement or how we will arrange collection if applicable.
Step 3 – Send the product: Pack the product securely, preferably in its original packaging, and send it to the address we provide. For returns under the right of withdrawal, you must send the product within 14 days of notifying us, and you bear the cost of return unless we have agreed otherwise. For defective or non-conforming goods, we cover the return cost. We recommend using a traceable delivery method and keeping proof of posting. Ensure that the product is adequately protected so that it is not damaged in transit.
Step 4 – Refund or replacement: Once we have received the product and, where applicable, have verified that it meets the conditions for return (e.g. sealed and unused for withdrawal, or defective for a defect claim), we will process your refund or send a replacement (if agreed) within the time limits set out in this policy. We will notify you by email when the refund has been made. The refund will be credited to the same payment method you used for the purchase, unless we have agreed otherwise. If you have not received the refund within the expected time (e.g. 14 days after we received the product or after you provided proof of posting), please contact us and we will look into it.
7. Additional information on refunds and timing
Reimbursement will be made 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, or from the day we receive the goods back (or evidence of your having sent them back), whichever is the earlier. In the case of defective goods, we will refund or replace in accordance with the law and within a reasonable time. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; you will not incur any fees as a result of the reimbursement. Please note that it may take additional time for the refund to appear on your card or in your PayPal account, depending on your bank or payment provider (often 5–10 business days after we have processed the refund). If you have any questions about the status of your refund, please contact us with your order number and we will assist you.
8. Business customers
If you are not a consumer (e.g. you are a company, a sole trader, or you are ordering in the course of your trade, business, craft or profession), the statutory right of withdrawal under the Consumer Rights Directive and the Finnish Consumer Protection Act does not apply to you. Returns and refunds for business customers may be agreed on a case-by-case basis or under separate terms (e.g. a framework agreement or our general terms for business customers). If you wish to return a product in a business context (e.g. because it is defective or because we have agreed to accept returns in certain circumstances), please contact us at the details in section 1. We will consider your request and respond in accordance with any applicable agreement and the law governing the sale of goods in a business-to-business context.
9. Complaints and dispute resolution
We aim to resolve all return and refund requests fairly and in accordance with this policy and the law. If you are not satisfied with our response (e.g. if you believe we have wrongly refused a return or have not refunded you in time), please contact us again and we will review your case. If we cannot resolve the matter, you may refer it to the Finnish Consumer Advisory Service (Kuluttajaneuvonta), which provides free advice to consumers, or to the Consumer Disputes Board (Kuluttajariita-lautakunta), which may be able to resolve certain disputes. If you are a consumer in the European Union, you may also use the European Commission’s Online Dispute Resolution (ODR) platform to submit a complaint; the platform is available at ec.europa.eu/consumers/odr. Our contact details are set out in section 1; we are committed to cooperating in good faith with any such process.
10. Changes to this policy
We may update this Return Policy from time to time (e.g. to reflect changes in the law or in our procedures). The current version will always be available on this page and we will indicate the date of the last update at the top. Changes apply to returns initiated after the date on which the updated policy is published. They do not affect returns that you have already initiated in accordance with the version of the policy that applied at the time of your purchase. We encourage you to review this policy periodically. If you have any questions about this Return Policy or about returning a product, please contact us at the details in section 1.