Cancellation policy
Withdrawal & Refund Policy
At TLL The Longevity Labs GmbH, we place the highest importance on the quality of our products. However, if you are not satisfied with your order, you will find all the important information about your right of withdrawal, returns and refunds here.
Scope
These withdrawal and return conditions apply to consumers (B2C). The applicable statutory provisions shall apply.
Right of Withdrawal
Within the European Union
You generally have the right to withdraw from a distance contract within 14 days without giving any reason.
For a sales contract, the withdrawal period generally begins on the day on which you or a third party designated by you, other than the carrier, takes possession of the goods.
For contracts involving the regular delivery of goods over a defined period, such as a subscription (Spar-Abo), the withdrawal period generally begins upon receipt of the first delivery.
Subscriptions (Spar-Abo) and Minimum Term
Our subscriptions (Spar-Abo) have a minimum term of 3 months. During this minimum term, the agreed deliveries and recurring payments will take place according to your selected delivery interval.
The agreed minimum term does not affect your statutory right of withdrawal.
If you validly exercise your right of withdrawal within the statutory withdrawal period, the affected subscription contract will end, including any obligation to make further subscription payments or receive additional subscription deliveries.
After the minimum term has expired, you can cancel your subscription at any time through your customer account or by contacting our customer service team.
You can flexibly adjust your delivery interval and delivery dates. Subject to availability, you can also change the product included in your subscription.
Further details regarding the subscription term, recurring payments and cancellation can be found in our Subscription & Cancellation Policy.
Countries Outside the European Union
For orders shipped to the United Kingdom, Norway and Switzerland, the applicable statutory provisions and the terms agreed upon when the contract was concluded shall apply.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear statement, for example by email or post:
TLL The Longevity Labs GmbH
Elisabethinergasse 22
8020 Graz
Austria
Email: support-eu@spermidineLIFE.com
Phone: +43 (0) 316 25 85 77
You may use the model withdrawal form provided below, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient to send your notification of withdrawal before the withdrawal period expires.
Effects of Withdrawal
If you validly withdraw from your contract, we will refund all payments received from you under the withdrawn contract, including the original standard shipping costs.
If you selected a delivery method that is more expensive than our least expensive standard delivery option, the additional costs will not be refunded.
For our shipping policy, this generally means the following in the event of a full withdrawal:
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Standard orders under €90: The original shipping fee of €4.50 will be refunded.
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Standard orders of €90 or more: As shipping was free, there are no shipping costs to refund.
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Subscriptions (Spar-Abo): Where shipping was free, there are no shipping costs to refund.
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Countries with special shipping rates: The actual shipping costs paid for the least expensive standard delivery option will be refunded in accordance with applicable statutory provisions.
In the event of a partial withdrawal, the applicable statutory provisions regarding the reimbursement of shipping costs shall apply.
We will issue the refund without undue delay and no later than 14 days after receiving your withdrawal notification, using the same payment method you used for the original transaction, unless expressly agreed otherwise and provided that you do not incur any fees as a result.
We may withhold the refund until we have received the goods back or you have provided evidence that you have returned the goods, whichever occurs first.
Returns
After notifying us of your withdrawal, you must return or hand over the affected goods without undue delay and no later than 14 days from the day on which you informed us of your withdrawal.
The deadline is met if you send the goods back before the 14-day period expires.
Please contact our customer service team at support-eu@spermidineLIFE.com to obtain the return address and further return instructions.
You are responsible for the direct costs of returning the goods, unless we expressly offer a free return or applicable law provides otherwise.
If we provide you with a free return shipping label, it will be sent to the email address associated with your order.
Please:
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Pack the goods carefully.
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Use the original packaging whenever possible.
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Keep your proof of shipment until your return has been fully processed.
Return Conditions
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
For sealed goods that are not suitable for return for health protection or hygiene reasons, the right of withdrawal may be excluded once the seal has been removed, provided that the applicable statutory requirements are met.
Refunds
Once we have received and inspected your return, we will inform you by email about the next steps.
Any refund due will be issued to the original payment method within the statutory period specified in the “Effects of Withdrawal” section.
Your statutory rights relating to defective goods remain unaffected by these provisions.
Late or Missing Refunds
If you have not yet received a confirmed refund, please first check your bank account or the account associated with your payment provider.
Depending on your payment provider, it may take a few days for the refund to appear in your account.
If you still have not received your refund, please contact us at:
Model Withdrawal Form
If you wish to withdraw from your contract, you may use the following form. Use of this form is not mandatory.
To:
TLL The Longevity Labs GmbH
Elisabethinergasse 22
8020 Graz
Austria
support-eu@spermidineLIFE.com
I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:
Ordered on () / received on ():
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
(*) Delete as appropriate.