Returns and Return Shipping

Withdrawal and returns by consumers

Consumers may generally withdraw from a distance sales contract within 14 days after receiving the goods, without giving a reason. Please notify us of your decision clearly by email to office@tadro.at by letter or through the “Withdraw from contract”function provided in the online shop. Details about the start of the period, separate deliveries and exceptions are set out in our Withdrawal Information.

After withdrawing, send the goods back within 14 days to TADRO GmbH, Arnikaweg 37, 1220 Vienna, Austria. You meet the deadline if you dispatch them in time. Please pack the goods securely for return transport and retain proof of postage. A return number or prior approval is not required to exercise the statutory right of withdrawal.

Food supplements and protective seals

For food supplements, an intact protective seal is important for hygienic safety. A change-of-mind return is excluded if the specific product was supplied sealed, is unsuitable for return for reasons of health protection or hygiene once its seal has been removed, and the seal was removed after delivery.We assess whether this statutory exception applies by looking at the actual product and its packaging.

Opening the outer shipping carton alone does not trigger this exception. Damage to ordinary outer packaging does not automatically remove the statutory right of withdrawal either. If other damage results from handling beyond what was necessary to inspect the goods, compensation for loss of value may be due to the extent permitted by law. A particular original package is not a condition of statutory withdrawal. Statutory warranty rights for a defect that was already present on delivery remain available even if the goods have been opened.

Voluntary returns and business customers

We accept goods without defects outside a statutory right of withdrawal only if we have agreed to do so individually in advance. For such a voluntary return, the goods must be unopened, unused and undamaged, with the protective seal intact. We may decline a voluntary return if these conditions are not met. Customers pay the return shipping cost for an agreed voluntary return unless we agree otherwise.

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 also require an agreement in advance. Statutory rights concerning defects and the inspection and notice obligations applicable to businesses remain unaffected.

Defects and shipping damage

If the wrong goods arrive, goods are defective or they were already damaged on arrival, please contact office@tadro.at with the order number, product and a short description. Photos of the product, protective seal, shipping carton 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. We will agree the return method with you. Where a consumer has a valid claim, any necessary replacement or return of defective goods will be free of charge to them.

For delivery to consumers offered or arranged by TADRO, TADRO generally bears the risk of loss or damage in transit until the goods are handed to the consumer or another person entitled to receive them. Please contact us directly if goods are damaged in transit or do not arrive. We will handle any claim against the shipping provider. A prompt report and photos help us investigate, but are not additional conditions for statutory rights. Special statutory rules apply if a consumer independently appoints a carrier we did not offer.

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