Return Policy

Last updated: March 6, 2026

At Spinestrain, we want you to be completely satisfied with your purchase. This Return Policy explains your rights regarding returns and refunds, in compliance with EU consumer protection laws, the Consumer Rights Directive (2011/83/EU), and Austrian law, in particular the Fern- und Auswärtsgeschäfte-Gesetz (FAGG – Act on Distance and Off-Premises Contracts) and the Konsumentenschutzgesetz (KSchG – Consumer Protection Act).

1. Right of Withdrawal (14-Day Cooling-Off Period)

As a consumer within the European Union, you have the right to withdraw from a distance purchase contract within 14 days without giving any reason.

1.1 Withdrawal Period

The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), physically acquires possession of the goods.

1.2 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 a clear statement. You may use the following methods:

• Email: community@spinestrain.world
• Post: Spinestrain, Bahnhofstraße 14, 4802 Ebensee, Austria

You may use the following model withdrawal form, 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.

2. Effects of Withdrawal

2.1 Refund

If you withdraw from the contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

2.2 Refund Timeline

We will make the reimbursement without undue delay, and in any event not later than 14 days from the day on which we receive the returned goods or, if earlier, the day on which you provide evidence that you have sent back the goods.

2.3 Refund Method

We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

2.4 Withholding Refund

We may withhold the reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.

3. Return of Goods

3.1 Your Obligations

You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from the contract. The deadline is met if you send back the goods before the period of 14 days has expired.

3.2 Return Address

Please send returns to:

Spinestrain
Bahnhofstraße 14
4802 Ebensee
Austria

3.3 Return Costs

You will bear the direct cost of returning the goods.

3.4 Condition of Returned Goods

You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. For health and hygiene reasons, opened dietary supplement products cannot be returned.

4. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Sealed goods which were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.
• Goods which are, after delivery, inseparably mixed with other items.
• Goods that are made to your specifications or clearly personalized.
• Goods which are liable to deteriorate or expire rapidly.

5. Defective Products

5.1 Statutory Warranty

Under EU law, you have statutory warranty rights for defective products for a period of 2 years from delivery. If you receive a defective product, you have the right to:

• Request repair or replacement of the product at no cost.
• If repair or replacement is not possible or disproportionate, request a price reduction or full refund.

5.2 Reporting Defects

If you receive a defective or damaged product, please contact us within a reasonable time after discovering the defect. Include your order number and a description (and photos if possible) of the defect.

6. Return Process

1. Contact Us: Email us at community@spinestrain.world with your order number and reason for return.
2. Receive Confirmation: We will confirm receipt of your return request and provide any additional instructions.
3. Ship the Product: Pack the product securely in its original packaging (if possible) and ship it to our return address.
4. Receive Refund: Once we receive and inspect the returned goods, we will process your refund within 14 days.

7. Contact Us

If you have any questions about this Return Policy or wish to initiate a return, please contact us:

Email: community@spinestrain.world
Address: Bahnhofstraße 14, 4802 Ebensee, Austria