Refund and returns policy

Principles

This Refund Policy explains how Vorlumeniz.world (“we”, “us”) handles refunds, replacements, and returns for BalancePoint products bought through our website. We aim to apply consumer regulations fairly while protecting food safety and preventing abuse of return programmes.

Nothing in this Policy reduces statutory rights for consumers in the United Kingdom or the European Economic Area. If you are a business customer, additional contractual terms may apply as confirmed in your order documentation.

Cooling-off and withdrawal rights

If you are a consumer who purchases online, you may have a statutory right to cancel a distance contract within fourteen days of receiving the goods, without giving reasons, subject to exceptions in applicable law.

For food supplements and other sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed, the right to cancel may cease if you break the seal after delivery. If the goods remain sealed and eligible, you may return them following the process below.

Sealed food supplements

BalancePoint capsules and tablets are typically supplied in sealed containers. Opening the seal for tasting or sampling may affect your ability to exercise withdrawal rights for hygiene-related reasons. If you are unsure whether your situation qualifies, contact us before breaking the seal so we can advise based on current regulations.

Defective, damaged, or incorrect items

If a product arrives damaged, materially not as described, or different from what you ordered, notify us promptly with your order number and clear photographs of the outer packaging, inner packaging, and batch details where visible. We may offer a replacement, price reduction, or refund depending on what the law requires and product availability.

Do not dispose of items until we confirm unless they pose a safety hazard, in which case follow local disposal rules and tell us what you have done.

How to request a return or refund

Email talk@vorlumeniz.world with:

• Your full name and delivery address.
• Order reference and date of purchase.
• Reason for the request (for example withdrawal, defect, or wrong item).
• Whether the product remains sealed and in resaleable condition where relevant.
• Photographs for damage or defect claims.

We will confirm whether your request appears eligible under this Policy and applicable law, and provide a return authorisation and address if needed. Unauthorised returns may experience processing delays.

Return shipping and packaging

Unless we agree otherwise or the law requires us to pay return costs, you are responsible for return postage. Use a tracked service and pack items securely to avoid transit damage. We are not liable for goods lost on return where tracking shows no delivery to us.

Refund method and timing

Approved refunds are made to the original payment method unless that is impossible, in which case we will propose a reasonable alternative. Refund timing depends on your payment provider; we aim to process approved refunds within fourteen days of receiving returned goods or evidence of return, or within fourteen days of your withdrawal notice where goods are not required to be sent back under law.

Partial returns and bundles

If you purchased a bundle at a discount and return only part of it, we may recalculate the price you paid based on the standard individual prices of items you keep, unless a different rule is mandated by consumer law.

Non-refundable elements

Delivery charges may be non-refundable when you cancel unless the entire order is returned or the law requires otherwise. Express surcharges, gift-wrapping fees, or digital add-ons may be treated separately according to their terms at purchase.

Gifts and promotional items

Where a free gift was included with purchase, you may need to return the gift unused if you return the qualifying product; otherwise we may deduct the gift’s value from your refund as permitted by law.

Contact

For general purchase conditions, see our Terms of Service.