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Returns and Refunds

Last updated: 2026-09-30

We want you to be happy with Fortavel. You have two ways to return a product: the 30-day satisfaction guarantee, which we offer voluntarily, and your statutory 14-day right of withdrawal. You can use whichever is better for you.

At a glance

30-day satisfaction guarantee Statutory right of withdrawal
Deadline 30 days from delivery 14 days from delivery
Opened packs 1 opened pack per customer, even empty Not possible once the seal is removed
Sealed packs All of them All of them
Reason needed No No
Handling fee €19.95 per return None
Refund Within 14 days of receiving the return Within 14 days of your withdrawal

How to return a product

  1. Write to [email protected] with your order number. You do not need to give a reason.
  2. We reply within one business day with the return address and instructions.
  3. Send the goods back to us. Please keep the proof of postage.
  4. We refund you using your original payment method.

Refunds under the statutory right of withdrawal are always free of any fee. Refunds under the voluntary satisfaction guarantee carry a handling fee of €19.95 per return.

30-day satisfaction guarantee

If Fortavel is not for you, tell us within 30 days of delivery. We refund 1 opened pack per customer in full, even if it is empty, plus every sealed and unused pack from the same order that you send back, minus a handling fee of €19.95 per return. The cost of sending the goods back is borne by you. This guarantee is voluntary and does not limit your statutory rights.

Statutory right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order that are delivered separately, the period expires 14 days after the day on which you, or a third party indicated by you, acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us (CR OU OÜ, Nõmme tee 64-3, 11311 Tallinn, Estonia, email: [email protected]) of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an 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 shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using 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 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.

You shall 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 this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.

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.

Exception

The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery (Article 16(e) of Directive 2011/83/EU). Opened packs are still covered by our satisfaction guarantee described above.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: CR OU OÜ, Nõmme tee 64-3, 11311 Tallinn, Estonia, email: [email protected]

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():

Ordered on () / received on ():

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Damaged, wrong or missing items

If your order arrives damaged, incomplete or wrong, write to [email protected], ideally within 7 days, with your order number and a photo. We send a replacement or refund you in full, and we pay the return shipping. This does not affect your statutory warranty rights.

Refused or undeliverable parcels

If a parcel is refused, not collected or cannot be delivered because of incorrect address details, and it comes back to us, we refund the price of the goods within 14 days of receiving it back. We deduct the costs we actually incur for the return shipment and its handling, up to a maximum of €19.95. If you had already withdrawn from the contract before the delivery attempt, only the direct cost of returning the goods is deducted, as provided by law.