As a consumer in the EU, you have a statutory 14-day right of
withdrawal for distance purchases under the EU Consumer Rights
Directive. This policy explains how to exercise that right and
what to expect from the returns process.
1. Right of Withdrawal
You have the right to withdraw from your purchase contract
within 14 calendar days from the day you (or
a third party you have nominated) take physical possession of
the goods, without giving any reason.
To exercise your right of withdrawal, you must inform us of
your decision by means of an unambiguous statement before the
withdrawal period expires. You may do this by:
You may use the following model withdrawal statement if you
wish:
To Clearingeregenel, Zeil 106, 60313 Frankfurt am
Main, Germany / write-to-us@clearingeregenel.world: I hereby give
notice that I withdraw from my contract of sale for the
following goods: [InnerSpark, quantity], ordered on
[date], received on [date]. Name: [your name]. Address:
[your address]. Signature (paper letter only): [if
applicable]. Date: [date].
To meet the withdrawal deadline, it is sufficient for you to
send your withdrawal notification before the 14-day period
expires.
2. How to Return Your Order
-
Contact us at
write-to-us@clearingeregenel.world
with your order number and withdrawal notice to request
return instructions.
-
We will confirm receipt of your withdrawal and provide you
with the return address and any required return reference
number.
-
Securely pack the product(s) in suitable packaging to
prevent damage during transit.
-
Send the parcel back within
14 calendar days of notifying us of your
withdrawal, using a tracked postal or courier service.
- Retain proof of postage for your records.
Return address: Clearingeregenel, Zeil 106, 60313
Frankfurt am Main, Germany. (Please always confirm the return
address with us by email before sending.)
3. Condition of Returned Products
To qualify for a full refund, returned products must be:
-
Unopened – the tamper-evident seal must be
intact
- In their original, undamaged packaging
-
Free from signs of misuse or damage caused after delivery
You are only liable for any diminished value of the goods
resulting from handling beyond what is necessary to establish
the nature, characteristics, and functioning of the product.
If the seal has been broken, the product is considered opened
and may not be eligible for return under hygiene and health
protection grounds (see Section 6 – Exceptions).
4. Refunds
Upon receipt and inspection of your returned item, we will
process your refund without undue delay and no later than
14 calendar days from the day we receive your
returned goods or proof that you have dispatched the return,
whichever is earlier.
Refunds are issued to the original payment method used at
checkout. Depending on your bank or payment provider, please
allow up to 10 business days for the funds to appear in your
account.
We will refund the full product price plus the standard
outbound delivery charge (not express or premium delivery
upgrades you may have selected). Return shipping costs are
borne by the customer (see Section 5).
5. Return Shipping Costs
Return shipping costs are the responsibility of the customer
unless the return is due to our error (e.g., incorrect or
defective product – see Section 7). We recommend using a
tracked service as we cannot be held responsible for parcels
lost in return transit without proof of postage.
6. Exceptions to the Right of Withdrawal
Under Article 16 of the EU Consumer Rights Directive, the
right of withdrawal does not apply to:
-
Sealed goods that are not suitable for return due to health
protection or hygiene reasons, where the seal has been
broken after delivery.
As InnerSpark is a dietary supplement with an integrity seal,
opened or partially consumed products cannot be accepted
for return
on hygiene and health protection grounds, unless the product
is defective or was delivered in error.
If you are unsure whether your product qualifies for return,
please contact us before sending it back.
7. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please
contact us within 48 hours of delivery at
write-to-us@clearingeregenel.world, including your order number and photographs of the issue.
We will arrange a replacement or full refund at no additional
cost to you, including covering return shipping costs where
applicable. This does not affect your statutory legal rights
relating to defective goods.
8. Contact Us
For all return and refund enquiries, please contact our
customer support team:
Clearingeregenel – Returns
Zeil 106, 60313 Frankfurt am Main, Germany
Email:
write-to-us@clearingeregenel.world
Monday–Friday: 09:00–18:00 CET
We aim to respond to all enquiries within 2 business days.