Refund policy

At LifeXpan® we want you to shop with complete peace of mind. If you change your mind or any issue arises with your order, here you'll find how to arrange a return or request a refund.

Right of withdrawal

If you are acting as a consumer, you have 14 calendar days from receipt of your order to notify us of your decision to withdraw from the purchase, without needing to give a reason.

Once you have notified us of your withdrawal, you will have 14 calendar days to send the products back to us.

Opened or unsealed food supplements

The safety and proper preservation of our products is a priority.

In accordance with applicable regulations, the right of withdrawal does not apply to sealed goods which, for health protection or hygiene reasons, are not suitable for return once unsealed after delivery.

For this reason, where this exception legally applies, food supplements and nutritional products whose security seal has been opened or removed after delivery cannot be returned under the right of withdrawal.

This limitation applies solely to the right of withdrawal and does not affect any rights you may have if you receive a faulty, damaged, incorrect or non-conforming product.

How to request a return

You can notify us of your decision to withdraw in the following ways:

From your account: use the return or withdrawal option available in your customer dashboard.

By contacting us: you can do this via our contact page or by emailing hola@eu.lifexpan.com, stating your order number and clearly informing us of your decision to withdraw from the purchase.

Once we have received your request, we will provide you with the necessary instructions for making the return.

Sending your return

The direct costs of returning goods as a result of exercising the right of withdrawal will be borne by you.

You may use the courier of your choice. We recommend using a trackable service and keeping proof of postage until the return has been received and processed.

Products must be properly packaged to prevent damage during transport.

The consumer shall only be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Refunds

In the event of a valid withdrawal, we will refund all payments legally due to be returned, including the standard delivery costs of the order.

If you expressly chose a more expensive delivery method than our cheapest standard option, we are not obliged to refund the additional costs arising from that choice.

The refund will be made using the same payment method used for the purchase, unless you expressly agree with us on another method that involves no cost to you.

We will process the refund without undue delay and, in any event, within 14 calendar days of you notifying us of your decision to withdraw.

We may withhold the refund until we have received the returned products or until you provide proof of having returned them, whichever occurs first.

Partial returns

If you return only part of your order, we will refund the amount corresponding to the returned products that meet the applicable conditions.

Initial delivery costs will not be refunded where only part of the order is returned and those costs would have applied equally to the products you keep.

Damaged, incorrect or faulty products

If you receive a damaged or incorrect product, or notice any issue with your order, please contact us as soon as possible.

Please state your order number and, if possible, attach photos of the product and its packaging. This will help us review what happened and offer you a solution more quickly.

Where the issue is LifeXpan®'s responsibility or the product does not conform to what was ordered, we will bear the costs legally attributable to us and apply the remedies provided for under current legislation.

Orders returned due to delivery issues

Orders returned by the courier due to an incorrect or incomplete address, repeated failed delivery attempts, failure to collect, or other circumstances attributable to the recipient will be handled in accordance with our Shipping Policy.

These situations will not automatically be considered as an exercise of the right of withdrawal and will be handled without prejudice to any rights legally due to the consumer.

Cancelling orders before dispatch

If you have just placed your order and wish to cancel it, you can request cancellation from your customer account within the first hour after making the purchase.

We will try to stop and cancel the order whenever its preparation and dispatch status allows.

If the order has already been prepared or dispatched and we are unable to stop it, the inability to cancel it before delivery does not affect any rights you are legally entitled to as a consumer.

Once received, you may, where applicable, exercise your right of withdrawal by following the procedure set out in this policy.

Cancel order (from your orders in the app, or email us at hola@eu.lifexpan.com)

Need help?

If you have any questions about a return, a product or the status of a refund, please contact us via our contact page or at hola@eu.lifexpan.com.

Our team will review your case and let you know the necessary steps to resolve it as simply as possible.