Refund policy
Returns & Refunds
We do not offer voluntary returns or exchanges beyond your statutory right of withdrawal (see below). If your item arrives damaged, defective, or incorrect, please see "Damages and issues" below. This is handled separately from returns.
Damages and issues
Please inspect your order upon receipt and contact us immediately at info@faibanutrition.de if the item is defective, damaged, or if you received the wrong item, so we can resolve it.
Right of withdrawal (EU customers)
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire 14 days from the day on which you (or a third party indicated by you, other than the carrier) acquire physical possession of the goods.
To exercise your right of withdrawal, you must inform us (Faiba Nutrition, c/o GAM, Pappelallee 64, 10437 Berlin, Germany, info@faibanutrition.de) of your decision to withdraw from this contract by an unambiguous statement (for example a letter sent by post or email). You may use the model withdrawal form below, 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.
Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for supplementary costs from your choosing a delivery method other than our standard offer), without undue delay and in any event not later than 14 days from the day we receive back the goods (or, if earlier, the day you supply evidence of having sent back the goods). We will use the same means of payment as you used for the original transaction, unless expressly agreed otherwise, and you will not incur any fees for such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
Once you contact us to withdraw from the contract, we will provide you with return instructions and a shipping label. Please do not send items back without contacting us first. You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. You will have to bear the direct cost of returning the goods unless we have provided a prepaid shipping label.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Goods made to your specifications or clearly personalized
- Goods liable to deteriorate or expire rapidly (such as food and other perishable products)
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
This exception applies only once the seal has been broken. Sealed hygiene or personal care items are still returnable while their seal is intact.
We do not accept returns of sale items or gift cards, except where your statutory withdrawal right applies.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Faiba Nutrition, c/o GAM, Pappelallee 64, 10437 Berlin, Germany
Email: info@faibanutrition.de
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on: _______________________
Order Reference: _______________________
Received on: _______________________
Name of consumer(s): _______________________
Address of consumer(s): _______________________
Date: _______________________
Signature of consumer(s) (only if this form is notified on paper): _______________________