Carrier fault
We file carrier claims in parallel so you are not stuck between two support desks.
Commercial fairness
Refund & Return Policy
Nexvia balances speedy remediation for objective problems—damaged parcels, mistaken SKUs, missing inserts—with prudent hygiene rules for ingestible inventory. This Policy explains how to open a ticket, what proof to attach, how refunds route through payment networks, and when EU withdrawal law supplements our baseline merchant promise.
Operational snapshot for . Retain emails referencing this date in case timelines shift.
Where to start every return
Email talk@hipwrist.world with subject lines that mention “Return” plus your order reference. Postal correspondence may route to Westersingel 108, 3015 LB Rotterdam, Netherlands only after we assign a returns authorization; unsolicited parcels without codes may experience processing delays.
Attach photos of outer cartons, batch numbers, and tamper evidence within the first message to avoid redundant back-and-forth.
Automatically eligible situations
We approve prepaid return labels or outright refunds when products arrive crushed, soaked, lacking promised child-resistant closures, or containing a different formulation than invoiced. The clock starts on delivery scans produced by carriers; notify us within fourteen calendar days unless force majeure prevents contact.
Warehouse mispick
Wrong counts or flavors qualify for exchange or refund at your discretion.
EU withdrawal and hygiene
Consumers purchasing remotely may cancel within fourteen days of receiving sealed goods under Directive 2011/83/EU as implemented in Dutch law. Opening safety seals on food supplements typically void withdrawal rights because resale cannot guarantee chain-of-custody; we mark each SKU with icons explaining once the inner seal lifts, the sale becomes final except for statutory conformity defects.
During promotional bundles, partial withdrawal may require returning the entire bundle to keep pricing math honest.
Operational workflow
After approval, you receive either a printable label or a reimbursement promise if destruction on-site is safer than shipping back light liquids. Include printouts of batch numbers inside the parcel. Customs forms for non-EU returns must label items as returned goods with zero commercial value to avoid duties loops.
Photographic proof. If local regulations forbid mailing supplements, email
photographic destruction evidence; we may request neutral witnesses only in high-fraud corridors.
Refund posting cadence
Inspection benches operate weekdays. Expect status email within three business days of warehouse receipt. Issuing banks may hold credits for several billing cycles; we cannot accelerate their internal ledgers but will share ARN references upon request.
| Stage | Target window |
|---|---|
| Acknowledgment | 1 business day |
| Inspection | 3 business days after arrival |
| Money movement | ≤14 business days post decision |
Non-refundable patterns
Opened consumables without objective defect, buyer’s remorse after promocode stacking, wholesale pallets negotiated under separate master agreements, and products confiscated by customs due to importer paperwork omissions fall outside goodwill refunds though conformity claims may still exist.
Conformity and goodwill
Beyond withdrawal rights, EU consumer sales law grants remedies if goods lack the description, fitness, or durability consumers may reasonably expect. Tell us promptly if you suspect non-conformity within the limitation periods under Dutch law so we can offer repair, replacement, or price reduction ladders before litigation becomes necessary.
Goodwill credits may appear for loyalty members even when strict law does not demand them; such gestures are discretionary and not precedential.