Refund policy
At DOXAVIA, we want our return process to be clear and straightforward. This policy applies in addition to any mandatory consumer rights you may have under applicable law. Where applicable law provides you with greater rights than this policy, those legal rights will prevail.
14-day return period
For eligible products, you have 14 days after the day on which you, or a third party designated by you, receive the goods to notify us that you wish to withdraw from your purchase.
If an order consists of multiple goods that are delivered separately, the 14-day period begins after you receive the last item in that order.
You do not need to provide a reason when exercising a statutory right of withdrawal.
After notifying us of your withdrawal within the applicable period, you must send the goods back within 14 days.
How to cancel or request a return
You can exercise your right of withdrawal, request a return, or request cancellation electronically through your DOXAVIA customer account:
You may also notify us by email at:
Please include your name, order number and the item or items concerned so that we can identify your order.
For general customer-service questions that are not related to a return, cancellation, exchange or refund, contact:
Our electronic return and cancellation facility is an additional way to exercise your rights and does not prevent you from notifying us by another legally valid method.
Return address
Eligible returns must be sent to:
DOXAVIA
[DOXAVIA RETURN ADDRESS – ADD BEFORE LAUNCH]
Netherlands
Please do not return products to another DOXAVIA address unless we have specifically instructed you to do so.
Condition of returned products
You may inspect and handle a product to the extent reasonably necessary to determine its nature, characteristics and functioning, in a similar way to how you would normally inspect a product in a physical store.
Where reasonably possible, please return the product complete with any accessories, manuals and original packaging supplied with it.
Opening packaging does not by itself remove your statutory right of withdrawal, except where a specific statutory exception applies, such as certain sealed goods for health or hygiene reasons after the seal has been broken.
If a product has been handled beyond what is reasonably necessary to inspect it and this results in a reduction in value, we may be entitled under applicable law to deduct an appropriate amount reflecting that diminished value.
There is no restocking fee for exercising your statutory right of withdrawal.
Return shipping costs
If you exercise your right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods to DOXAVIA, unless we have explicitly agreed otherwise.
You must arrange the return shipment yourself. We recommend using an appropriate shipping method and retaining proof of shipment.
If an item is defective, damaged, incorrect, or otherwise does not conform to the purchase agreement, DOXAVIA will bear the necessary return costs in accordance with applicable consumer law.
Where a product cannot normally be returned by standard postal service and applicable law requires the expected return cost to be disclosed before purchase, that information will be provided before you place your order.
Cancellations before shipment
Where available, you can submit a cancellation request through your DOXAVIA customer account before the item has been fulfilled.
If an order has already been fulfilled or dispatched, this does not in itself remove any statutory right of withdrawal that you may still have. Eligible consumers may still exercise their right of withdrawal during the applicable cooling-off period.
Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply in certain situations provided by law.
Depending on the product, exceptions may include:
- goods made to your specifications or clearly personalized;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for reasons of health protection or hygiene after the seal has been broken;
- sealed audio recordings, video recordings or computer software after the seal has been broken;
- digital content that is not supplied on a tangible medium where performance has begun after the consumer has expressly consented to immediate performance and acknowledged the loss of the right of withdrawal, where legally applicable.
An item is not excluded from the statutory right of withdrawal merely because it was purchased on sale or at a discounted price.
If you are unsure whether an exception applies to a particular product, contact returns@doxavia.com.
Damaged, defective or incorrect products
Please inspect your order after delivery.
If you receive an item that is damaged, defective, incorrect, incomplete, or otherwise does not conform to what you were entitled to expect, please contact:
Include your order number and, where useful, information or photographs showing the issue.
Your rights relating to defective or non-conforming goods are separate from the 14-day right of withdrawal. Nothing in this policy limits your statutory guarantee rights.
Where required by applicable consumer law, DOXAVIA will provide an appropriate remedy, such as repair, replacement, price reduction or refund, and will bear the necessary costs associated with resolving a valid non-conformity claim.
Exchanges
We do not currently operate a direct automatic exchange system.
If you would like another size, color, variant or product, the simplest method is to return the eligible original item in accordance with this policy and place a new order for the replacement item.
Your statutory consumer rights remain unaffected.
Refunds following withdrawal
When you validly exercise your right of withdrawal, we will refund the amounts that must be reimbursed under applicable law.
For a withdrawal of an entire order, this generally includes:
- the purchase price of the returned goods; and
- the original standard delivery charge, where required by law.
If you selected a delivery method that was more expensive than the least expensive standard delivery option offered by DOXAVIA, we are not required to refund the additional delivery cost where applicable law permits this.
When only part of an order is returned, the original delivery charge is not automatically refundable unless applicable law requires otherwise.
Refunds will be made using the same payment method used for the original transaction unless you expressly agree to another method.
For statutory EU withdrawals, reimbursement will be made no later than 14 days after we have been informed of your decision to withdraw. We may withhold reimbursement until we have received the returned goods or until you have provided evidence that you have sent the goods back, whichever occurs first, where permitted by law.
After DOXAVIA issues a refund, your bank, card issuer or payment provider may require additional time to make the funds visible in your account.
DOXAVIA will not substitute a legally required monetary refund with store credit or a voucher unless you expressly agree to that arrangement.
Statutory guarantee
The right of withdrawal is separate from your legal rights when a product is defective or does not conform to the purchase agreement.
Consumers in the European Union are entitled to the mandatory legal guarantee rights provided by applicable EU and national consumer law. Under EU rules, goods are generally covered by a minimum two-year legal guarantee from the date of delivery, while national law may provide additional or longer protection.
For consumers in the Netherlands, statutory guarantee rights are not limited to a fixed maximum period. The period during which a product must perform as reasonably expected depends on factors such as the type of product, its price, statements made about the product, and its reasonably expected lifespan.
DOXAVIA remains responsible as the seller for handling valid statutory guarantee and non-conformity claims in accordance with applicable law.
For guarantee-related issues, contact returns@doxavia.com.
Model withdrawal form
You may use the following form if you wish to withdraw from an eligible purchase. Use of this form is not mandatory.
To:
DOXAVIA
[DOXAVIA RETURN ADDRESS – ADD BEFORE LAUNCH]
Netherlands
Email: returns@doxavia.com
I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
(only required if this form is submitted on paper)
Date:
Contact
For returns, withdrawal, cancellations, exchanges, damaged or defective products and refunds:
For general customer-service enquiries: