Last updated: August 25, 2026

1. Overview

Your satisfaction is important to us. On this page, we explain how you can cancel an order, return a product, withdraw from a contract, or report a damaged or incorrect delivery.

These return terms complement your statutory consumer rights. Your legal rights are not limited by our voluntary 30-day money-back guarantee.

2. Contact Before Returning

Please contact our customer service before returning a product:

Email: [email protected]

Please include the following information in your message:

• Your full name;
• Your order number;
• The email address used for the order;
• The reason for the return;
• The products and quantities you wish to return.

Our customer service will then send you the correct return address and further return instructions.

Please do not return any products without prior contact. Unannounced returns or shipments to the wrong address may not be properly assigned or processed.

3. Cancellation Before Shipping

If you wish to cancel an order, please contact us as soon as possible at [email protected] .

Use the subject line "Cancellation" and include your order number. We will try to stop the order before the shipping process begins.

Since orders are processed quickly, we cannot guarantee that a cancellation will still be possible after the order has been placed. If the order has already been shipped, you can exercise your right of withdrawal or return upon receipt of the goods.

4. Statutory Right of Withdrawal

Consumers generally have the right to withdraw from a distance purchase 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 have received the goods.

For an order with multiple goods that are delivered separately, the period generally begins upon receipt of the last item.

Exercising your right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement before the withdrawal period expires.

Send your withdrawal declaration by email to: [email protected] .

For example, you may use the following wording:

To meet the withdrawal deadline, it is sufficient to send your communication before the 14-day period expires.

5. Voluntary 30-Day Money-Back Guarantee

In addition to the statutory right of withdrawal, we offer a voluntary 30-day money-back guarantee for qualified TrimVia orders.

The 30-day period begins on the day your order is delivered. To claim the guarantee, contact our customer service within this period.

The guarantee applies to the purchase price of the properly returned TrimVia products. It is limited to one claim per customer, household, and product offer, as necessary to prevent abuse.

This voluntary guarantee is in addition to your legal rights and does not restrict them.

6. Condition of Returned Products

Please handle the products and their packaging with care. Where possible, include all components of the original shipment.

Unopened products should be in the undamaged original packaging. Opened products must be securely closed and packaged for shipping.

When exercising the statutory right of withdrawal, you may be liable for any diminished value of the goods if this is due to handling that is not necessary to examine their nature, characteristics, and functioning.

For sealed goods that are not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal may be excluded once the seal has been removed, provided the legal requirements are met.

The voluntary 30-day money-back guarantee remains unaffected within the scope of the conditions stated on this page.

7. Return Address

The business address provided in the imprint is not automatically the valid return address.

Please contact our customer service before returning any goods. We will provide you with the correct return address and all necessary instructions:

[email protected]

Returns sent to a different or unconfirmed address may cause delays and may not be properly assigned.

8. Return Shipping Deadline

After exercising the statutory right of withdrawal, you must return the goods no later than within 14 days.

The deadline is met if you send the goods before the 14-day return period expires.

When using the voluntary 30-day money-back guarantee, we will specify the return deadline in your return authorization.

9. Return Shipping Costs

In the case of a statutory withdrawal, the customer generally bears the direct costs of returning the goods, unless we expressly offer free return shipping or are legally obliged to cover such costs.

For damaged, defective, or incorrectly delivered products, we will cover the reasonable return shipping costs, provided the return has been coordinated with our customer service in advance.

Where possible, please use a shipping method that includes tracking and keep your proof of postage until the return has been fully processed.

10. Returns from Outside the European Union

For returns from a country outside the European Union, customs formalities, import duties, or additional processing fees may apply.

Unless the return is due to an error on our part, the customer is responsible for these costs and for proper customs declaration.

Please clearly mark the shipment on customs documents as "Returned Goods – No Commercial Value" or the equivalent.

Contact us before shipping so we can provide you with return instructions appropriate for your country of origin.

11. Damaged, Defective, or Incorrect Products

If your product was delivered damaged, defective, or incorrect, please contact us as soon as possible after receiving the delivery.

Please provide us with:

• Your order number;
• A description of the problem;
• Photos of the product;
• Photos of the shipping and product packaging;
• If applicable, a photo of the shipping label.

Send this information to: [email protected] .

After reviewing the matter, we will offer a replacement, refund, or another legally available solution, depending on the situation.

A late notification does not automatically exclude your statutory warranty rights. However, contacting us promptly helps us better understand shipping damage.

12. Lost or Undelivered Shipments

If the tracking information shows your order as delivered but you have not received the package, please first check:

• the agreed drop-off location;
• the mailbox and the entrance area;
• whether a neighbor may have accepted the package;
• the details provided by your local delivery service.

If the package still cannot be found, please contact us with your order number. We will investigate together with the shipping provider.

13. Unaccepted or Uncollected Shipments

If a package is returned to us due to refusal, failure to collect, or an incorrect delivery address, we will contact you after receipt and identification of the shipment.

Reasonable additional shipping or processing costs may be deducted from any refund or charged for a new shipment, provided the customer is responsible for the failed delivery and such deduction is legally permissible.

No flat fee will be charged that exceeds the actual and legally recoverable costs incurred.

14. Free Giveaways and Promotional Items

No separate monetary amount will be refunded for free giveaways.

If a free giveaway was part of a product package or promotion, it may also need to be returned as part of a full return.

If the giveaway is not returned, we may deduct its previously clearly stated value from the refund amount, to the extent permitted by law and as specified for the respective offer.

15. Return Processing

Upon receipt of your return, we will check whether the goods and the return meet the applicable requirements.

We will inform you by email of the receipt and the result of the inspection. Please keep your return number and shipping receipt safe.

Processing may take several working days depending on the shipping method and return volume.

16. Refunds

In the event of a valid statutory withdrawal, we will refund the payments received from you, including the cost of the cheapest standard delivery we offer, to the extent required by law.

Any additional costs for a more expensive shipping option you chose or optional priority processing will not be refunded to the extent permitted by law.

The refund will generally be made within 14 days of receipt of your withdrawal declaration. However, we may withhold the refund until we have received the goods back or you have provided proof of return, whichever occurs earlier.

Under the voluntary 30-day money-back guarantee, the refund will be made after receipt and verification of the proper return.

The refund will generally be made via the same payment method you used for the original order, unless expressly agreed otherwise.

17. Late or Missing Refunds

If you have received a refund confirmation but the credit is not yet visible, please first check your bank or credit card account again.

Banks, credit card companies, and payment service providers may require additional processing time before a refund is reflected on your account.

If the refund is still not visible after the usual processing time, please first contact your payment provider and then: [email protected] .

18. Exchanges

A direct exchange for a different product or package is not guaranteed.

If you wish to receive a different product, please contact our customer service. Depending on the order status, a replacement shipment, return with refund, or a new order may be the appropriate solution.

19. Abuse of Return Policies

We reserve the right to review and reject claims under the voluntary money-back guarantee if there are objective indications of fraud, manipulation, or repeated abusive use.

Statutory withdrawal, warranty, and other consumer rights remain unaffected.

20. Contact

If you have any questions regarding cancellations, returns, refunds, or damaged deliveries, you can reach us at:

FUSIONWORKS LIMITED
Makariou III, 1–7
MITSIS Building 3, 3rd Floor
1065 Nicosia, Cyprus
Registration number: ΗΕ 491837
VAT: 60355114T
Email: [email protected]