Refund policy

Cancellation Policy, Refunds & 30-Day Guarantee

Consumers have a right of withdrawal according to the following provisions. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor related to their independent professional activity.

A. Cancellation Policy (Statutory Right of Withdrawal)

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the last goods.

To exercise your right of withdrawal, you must inform us (FACTS AND SUPPS SCI GmbH, Rheinpromenade 4a, 40789 Monheim am Rhein, Email: info@factsandsupps.de) of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of Withdrawal

If you withdraw from this contract, we will reimburse all payments we have received from you, including delivery costs (except for the additional costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we receive the communication regarding your withdrawal from this contract.

We will carry out such 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 such reimbursement.

We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You must return or hand over the goods to us without undue delay and in any event no later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.

You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exclusion or Early Expiry of the Right of Withdrawal

The right of withdrawal expires prematurely for contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.

B. FACTS 30-Day Satisfaction Guarantee (Voluntary)

In addition to the statutory right of withdrawal, FACTS AND SUPPS SCI GmbH voluntarily offers a 30-day satisfaction guarantee (“30-Day Guarantee”). This guarantee does not limit or replace your statutory rights.

Scope of the Guarantee

  • The 30-Day Guarantee applies from the day of receipt of the goods.

  • It applies only to first-time orders per customer and household.

  • The guarantee applies to one unit per product. Bundles may be refunded proportionally.

Opened vs. Unopened Products

  • Unopened and sealed products:
    May be returned within 30 days. The customer bears the cost of return shipping unless otherwise agreed.

  • Opened products:
    Due to health and hygiene reasons, opened products do not need to be returned. In such cases, a refund may be granted without return under the 30-Day Guarantee, provided the eligibility conditions are met.

Exclusions

The 30-Day Guarantee does not apply:

  • To repeat orders of the same product

  • If multiple refund claims are made in an abusive or disproportionate manner

  • If required information (order number, proof of purchase) is not provided

  • If an active subscription has not been cancelled prior to the refund request

FACTS reserves the right to refuse the guarantee in cases of suspected misuse.

Refund Method

Refunds under the 30-Day Guarantee are issued using the original payment method unless otherwise agreed. Refund processing may take up to 14 days after confirmation of eligibility.

C. How to Request a Refund

To request a refund under either the statutory withdrawal right or the 30-Day Guarantee, please contact us at:

Email: info@factsandsupps.de

Please include:

  • Order number

  • Name used for the order

  • Brief reason for the request

D. Model Withdrawal Form (Statutory Right Only)

If you wish to withdraw from the contract, please complete and return this form to:

FACTS AND SUPPS SCI GmbH
Rheinpromenade 4a
40789 Monheim am Rhein
Germany
Email: info@factsandsupps.de

I/We () hereby give notice that I/we () withdraw from my/our () contract of sale of the following goods () / for the provision of the following service ():

Ordered on () ____________ / received on () __________________

Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper)
Date

(*) Delete as appropriate