Withdrawal (14 days)
As a consumer, you may withdraw from your order within 14 days without giving any reason. The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, took possession of the last goods.
The sole authoritative terms are those set out in our instructions on withdrawal, including the Model withdrawal form. This page merely explains the practical process; in the event of any discrepancy, the instructions on withdrawal prevail.
What is excluded from withdrawal
For reasons of health protection and hygiene, withdrawal is excluded for sealed food supplements once the hygiene seal or tamper-evident seal has been removed or damaged after delivery (Section 312g(2) no. 3 of the German Civil Code (BGB)). As long as the seal is intact, you may exercise your right of withdrawal as described in the instructions on withdrawal.
Withdrawal is likewise excluded for goods that are liable to deteriorate rapidly or whose use-by date would quickly be exceeded (Section 312g(2) no. 2 BGB).
How to return goods
- Notify us of your withdrawal clearly, by email to service@vykea.com or using the Model withdrawal form from the instructions on withdrawal.
- Pack the goods securely, ideally in their original packaging with all accessories. Enclose a note stating your order number or a copy of the invoice, and ensure the sender details are clearly legible.
- Send the goods to the return address stated below. Please do not send the goods carriage forward, as parcel service providers generally charge considerably higher costs for this.
- Keep the proof of postage as evidence of dispatch.
You must return the goods to us without undue delay and in any event no later than 14 days from the day on which you declare your withdrawal. The deadline is met if you dispatch the goods before the period expires.
Return shipping costs
In the case of a withdrawal, you bear the direct cost of returning the goods. In the case of defective, damaged-on-delivery, or incorrect goods, we cover the return shipping costs, see the section "Complaints & defects".
Refund
We will refund all payments received from you, including the costs of the least expensive standard delivery offered by us, without undue delay and no later than fourteen days from the day on which we receive your declaration of withdrawal. The repayment will be made using the same means of payment that you used for the original transaction; you will not be charged any fees for this.
We may withhold the repayment until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is the earlier.
You only have to pay for any diminished value of the goods where this results from handling the goods in a manner that was not necessary to establish their nature, characteristics, and functioning.
Complaints & defects
If you have received faulty, damaged, or incorrect goods, we are here to help. The statutory warranty rights apply; for new goods, the limitation period is two years from the time of handover.
The statutory limitation period of two years relates to defects that were already present at the time of handover of the goods. It is not a durability guarantee. What matters is that the goods are free from defects at the time of delivery and have a reasonable minimum durability date. Reaching the minimum durability date or use-by date stated on the packaging is not a defect, but corresponds to the natural characteristics of food supplements. Please check the minimum durability date upon receipt and report any insufficient remaining shelf life or spoiled goods without undue delay.
Before returning the goods, please contact us via our online contact form or at service@vykea.com, stating your order number and, where possible, including photos. We will cover the cost of the return shipment and offer you, at your choice, a replacement or a full refund of the purchase price. In this case too, please do not return the goods carriage forward, but arrange the return with us in advance.
Note on product characteristics
If your complaint relates to the physical characteristics of a product (e.g. appearance, texture, smell, or taste), please first check whether the item was stored in accordance with the instructions on the label. Storage conditions are crucial for preserving product quality. If you have any questions about the characteristics of our products, we will be glad to assist you.
Return address
Epicode GmbH
Unterer Schrannenplatz 1
88131 Lindau (Bodensee)
Germany
Email: service@vykea.com