Merchant identity
Returns and refunds are administered by Traxylonox.world, Sofienberggata 6, 0551 Oslo, Norway. Email ask@traxylonox.world with your order number in the subject line so automated triage attaches your purchase record.
Business hours
Customer advocates review return tickets Monday through Friday, excluding Norwegian public holidays. Messages sent during weekends enter the Monday morning queue without losing timestamp priority.
Record keeping
We store return decisions for twenty-four months to align with accounting audits and chargeback defenses.
Cooling-off and sealed goods
EEA consumers generally enjoy fourteen days to withdraw from distance contracts. Food supplements with protective seals lose that right once seals are broken, provided we informed you before purchase using the statutory wording mandated in Norway.
If you believe the information about seal consequences was unclear, contact us so we can review the exact screen capture from your checkout journey and remedy proportionally.
Defective or non-conforming goods
Objective defects—wrong SKU, damaged bottle compromising contents, missing safety insert—or quantities below invoice trigger remedies under the Consumer Purchases Act. Photograph outer carton labels, batch codes, and inner goods before disposal so we can escalate quality holds with manufacturers.
Step-by-step return initiation
- Step one: Email our desk with photos, batch code, reason code, and preferred resolution.
- Step two: Receive return merchandise authorization with prepaid label for approved Norway domestic cases.
- Step three: Pack items in original outer carton when possible; incomplete packaging may reduce refund amounts if resale value drops.
- Step four: Hand off to carrier and share tracking if self-posting internationally.
Refund cadence and methods
| Scenario | Target timeline |
|---|---|
| Withdrawal before dispatch | Same day when payment capture reversible |
| Approved return receipt | Within fourteen days of goods arrival |
| Charge corrections | Dependent on card networks, typically five banking days |
Original payment method receives funds unless impossible, in which case we propose traceable alternatives.
Partial refunds and restocking
Partial refunds apply if you retain promotional bundles but return only part, or if hygienic reprocessing costs are permitted under national guidelines. We disclose math before issuing credit.
Gifting and third-party payers
When gifts include a digital gift note, refunds default to purchaser payment sources unless both parties authorize redirecting value as store credit to the recipient.
Cross-border nuances
Customs charges on returns are generally your responsibility if you rejected our prepaid option. EU consumers may invoke local mandatory provisions that cannot be derogated by choosing Norwegian law for non-consumer clauses.
Escalation pathways
If negotiations stall, you may involve the EU Online Dispute Resolution portal or Norwegian Consumer Council mediation. We participate in good faith where rules require.
Customer contact matrix
Primary email remains ask@traxylonox.world. For registered mail about disputes, cite case IDs on envelopes to speed internal routing.