Returns Refunds and Shipping Damage

Returns within the withdrawal period (B2C)

Consumers may generally withdraw from a distance sales contract within 14 days after receiving the goods, without giving a reason. The details and exceptions are set out in our Withdrawal Information. You can withdraw by sending a clear statement to office@tadro.at or using the “Withdraw from contract” function provided in the online shop. Simply sending the goods back does not replace the withdrawal statement.

Please send the goods back within 14 days after telling us that you are withdrawing, to TADRO GmbH, Arnikaweg 37, 1220 Vienna, Austria. Pack them carefully for return transport and keep proof of postage. A statutory return does not require our prior approval or a particular original package. You bear the direct cost of returning parcel-sized goods following withdrawal, as stated in our Withdrawal Information.

We will refund the amounts required by law in accordance with our Withdrawal Information. We may take account of any reduction in value only if it results from handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Food supplements and opened packaging

Intact packaging and hygienic safety matter especially for food supplements. Opening the outer shipping carton alone does not remove the right of withdrawal. Nor is every food supplement automatically exempt.

However, the statutory right of withdrawal does not apply to goods that were supplied sealed, are unsuitable for return for reasons of health protection or hygiene , and whose seal was removed after delivery und deren Versiegelung nach der Lieferung entfernt wurdeWhether this exception applies depends on the specific product and its actual seal. Removing or damaging a protective seal may therefore prevent a return based solely on a change of mind. Statutory claims for defects, incorrect delivery or shipping damage remain available.

Incorrect, defective or damaged goods

If you receive the wrong product, find damage, see that a protective seal was already damaged on arrival, or discover another defect, please email office@tadro.at with your order number, the product and a short description. Photos of the product, protective seal, outer packaging and shipping label help us assess the issue. Do not use or consume a product whose protective seal is damaged or whose integrity is in doubt.

Statutory warranty rights apply to valid defect claims. We will arrange the next steps with you; any necessary collection or replacement will be free of charge for consumers. If possible, please agree the return method with us before sending a disputed product. Your statutory rights do not depend on contacting us first or obtaining our approval.

Shipping damage and lost parcels

Where we offer or arrange delivery to a consumer, we generally bear the risk of loss or damage until the goods are handed to you or to a person you have designated who is not the carrier. Please contact TADRO directly if a parcel is damaged or does not arrive. You do not have to pursue a claim against the parcel service yourself. We will handle any recovery from the shipping provider separately.

Please tell us about visible damage as soon as reasonably possible and, where practicable, retain the goods and shipping packaging for documentation. Failure to report damage to the carrier, or a late report, does not remove your statutory rights against TADRO. If, exceptionally, you independently appoint a carrier we did not offer as a delivery option, the statutory special rules on transfer of risk apply.

Business orders (B2B)

Business customers do not have a statutory 14-day right of withdrawal under the Austrian Distance and Off-Premises Contracts Act. Returns of goods without defects require an individual agreement in advance. Defects, transport risk, inspection and notice obligations are governed by applicable law and our B2B Terms and Conditions. Please document shipping damage and contact us promptly so that any claim against the carrier can be preserved.

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