RETURNS & REFUND

We want you to be happy with your order. If something is not right, here is how returns and refunds work at suxalivon. This policy is in addition to your statutory rights as a consumer under German and EU law, and it never limits them.

 

Your right to withdraw (14 days)

 

You have the right to withdraw from your purchase within 14 days without giving any reason. The 14 days start on the day you, or a person you have named who is not the carrier, receive the goods. If you ordered several items that are delivered separately, the period starts when you receive the last item.

 

To use your right of withdrawal, tell us clearly that you want to withdraw. The easiest way is to send an email to support@suxalivon.com with your order number. You can also write to us at Ranazon UG (haftungsbeschränkt), Hindenburgdamm 70, 25421 Pinneberg, Germany. You may use the form at the bottom of this page, but you do not have to. It is enough to send your notice before the 14 days are over.

 

How to send your item back

 

Please contact us first at support@suxalivon.com with your order number, so we can give you the correct return address for your parcel. Please send the item back without delay, and no later than 14 days after you told us you are withdrawing.

 

For a smooth return, please make sure that:

 

• The item is unused and in its original condition

• The item is in its original packaging, with all labels and accessories

• You include your order confirmation or invoice

 

Return shipping costs

 

You pay the direct cost of sending the item back, unless the item is defective, damaged or not what you ordered. In those cases, we cover the return shipping.

 

Refunds

 

We refund all payments we received from you for the returned goods, including the cost of standard delivery, within 14 days after we receive your withdrawal notice. We may wait with the refund until we have received the goods back or you have shown proof that you sent them, whichever comes first. We refund to the payment method you used for your order, at no extra cost to you.

 

If you chose our insured express shipping, we refund the cost of standard delivery, which is free. The express shipping fee of 4.95 EUR is therefore not refunded, as the law allows.

 

Items that were handled or used

 

If an item has lost value because you handled it more than needed to check its condition and how it works, we may deduct that loss in value from your refund.

 

Damaged, defective or incorrect items

 

If your item arrives damaged, defective or is not the item you ordered, please contact us within 14 days of receiving it. Send us your order number and photos of the item and the packaging. We will offer you a replacement, a repair or a full refund, including shipping costs, at no extra charge to you. Your statutory warranty rights remain unaffected.

 

Items that cannot be returned

 

Under the law, the right of withdrawal does not apply to the following, unless the item is defective or was delivered incorrectly:

 

• Sealed hygiene or personal care products that were unsealed after delivery and cannot be returned for health or hygiene reasons

• Items made to your specifications or clearly personalized

 

Model withdrawal form

 

(Only fill in and send this form if you want to withdraw from your contract.)

 

To: Ranazon UG (haftungsbeschränkt), Hindenburgdamm 70, 25421 Pinneberg, Germany, support@suxalivon.com

 

I hereby withdraw from my contract of sale for the following goods: ____________________

 

Ordered on / received on: ____________________

 

Name of consumer: ____________________

 

Address of consumer: ____________________

 

Signature (only if this form is sent on paper): ____________________

 

Date: ____________________