Ordering, shipping and returns

ORDERING
Simply select products and add them to your basket by clicking on the green Shopping Basket button. To view the contents of your shopping basket, click on 'my basket'. You can remove products from your basket at any time. Please remember to click on 'update basket'. You can then simply continue shopping.

When your order is complete, click on the button 'finalize order'. You will then be forwarded to the payment page. Follow the steps without interruption to finalize payment.

SHIPPING
If the product is in stock, your order will be sent by PostNL within 1 to 2 workdays. If an item is not in stock, we will inform you about the expected delivery time.

RETURNS
You can return a product free of charge within 14 days of informing us that you wish to return it, under the following conditions:
•    the product have not been used
•    the packaging has not been damaged or has only been opened to try on the product

RIGHT OF WITHDRAWEL
From the moment you informed us about the withdrawal, you have 14 days to send the products back to us.
The withdrawal period expires 14 days after the day on which you or a third party indicated by you, other than the carrier, acquires physical possession of the goods.
In order to observe the withdrawal period, it is sufficient to send your notice regarding the exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of the withdrawal
If you withdraw from the contract, all the payments you have made until that moment, including delivery costs, will be refunded by us without delay and in any event not later than 14 days after we were informed about your decision to withdraw from the contract. You will be refunded by the same means of payment with which you conducted the original transaction, unless you have expressly agreed otherwise; in any case, no charges will be made for such a refund. We are allowed to wait with the refund until the goods have been returned to us, or you have proven that you have returned the goods to us, whichever comes first.
NL L 304/84 Official Journal of the European Union 22.11.2011

You must return the goods without delay, but in any event not later than 14 days after the day on which you informed us about the decision to withdraw from the contract, to us or to OstoMixx BV, Antwoordnummer 2017, 6666 ZX Heteren, or deliver them at Muskushouwsestraat 33  6666MA in Heteren. You will be in time if you return the goods before expiry of the period of 14 days.
The return address is:

OstoMixx BV
Antwoordnummer 2017
6666 ZX Heteren, the Netherlands

You are only liable for any diminished value of the goods if this is the result of having used the goods to an extent more than necessary to establish the nature, characteristics and the functioning of the goods.
All payments made by you (including shipping costs if you return all the items and you have chosen the standard shipping method) will be refunded to your bank account within 14 days after you informed us that you wanted to return the product. OstoMixx can wait with the refund until the item has been returned, or you prove that the item has been sent to OstoMixx. You will be refunded by the same method you used for the original payment, unless you give us permission for another means of payment. This will never lead to additional costs for you.

CUSTOMER SERVICE
For any questions, comments or advice, you can contact our Dutch/English customer service department from Monday to Friday.
Telephone number: +31 (0)88 6670055
Available: Monday to Friday from 9:00 to 17:00
E-mail address: info@ostomixx.nl

COMPLAINTS PROCEDURE
If you have a complaint about a product, the website of information you have received, please contact our customer service during the hours above, or send an e-mail to:
info@ostomixx.com

We will process your complaint within 1 workday, and you will receive a response to your complaint within 3 workdays.

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