Refund & Withdrawal Policy
(1) You have the right to cancel the order within the following cancellation period: the cancellation period starts with the receipt of the order confirmation from trenzyme and ends with the earlier of:
(i) the dispatch of the goods from the supplier or
(ii) the expiry of 24 hours.
You are not, however, entitled to any further right of withdrawal.
(2) In cases where cancellation occurs later than defined in (1), trenzyme may take back the goods on a voluntary basis and at its sole discretion and will be entitled to issue an invoice for 30% of the price of the goods as a re-stocking fee plus any transport costs and any customs duties. In this case, you will not, however, under any circumstances be entitled to cancel the contract.
(3) Where you have already received the goods and if trenzyme agrees to take back the goods as a gesture of goodwill, the goods must be returned in their original packaging or other appropriate packaging and with the necessary cooling at your expense. In the event of cancellation, trenzyme will at no time be responsible for the risk of loss or damage during shipping. You will be charged for returned goods which trenzyme, in the exercise of its due discretion, classifies as defective due to incorrect or interrupted cooling or for any other reasons. As a rule, goods returned after 90 days will not be accepted.
(4) To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
2. Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
For more information, see our Terms & Conditions.