Withdrawal and refunds
What this covers
This policy covers what we sell: physical products. Everything we write is free, so there is nothing there to refund.
Our guides, e-books and research articles are free. There is no payment attached to them, so there is nothing to withdraw from and nothing to refund. You need no account for them and you leave no email address.
Your fourteen days
If you buy a product from us as a consumer, you have fourteen days to change your mind. That period starts on the day you, or somebody you named, receives the product. You do not have to give a reason. We would like to hear one, because it is how we improve, but that is entirely voluntary and it changes nothing about your right.
Within those fourteen days you tell us you are withdrawing. The form at the top of this page is enough: you fill it in, we get your notice, and you get a dated copy by email straight away. Keep that copy, because the period for sending the product back starts there.
Would you rather write it yourself? That works just as well, by email to info@kratosnatural.com. You may use the European model withdrawal form, though you do not have to: a clear message is enough. If you would rather we sent you the form, email info@kratosnatural.com and we will.
After your notice you have another fourteen days to send the product back.
Sending it back
Send the product back so that it arrives undamaged, in its original packaging where that is reasonably possible. You may unpack it and examine it the way you would in a shop. Go further than that and cause a loss of value, and we may set that loss against your refund.
The cost of sending it back is yours, unless we sent the wrong thing or a damaged one. In that case we pay the return postage.
Keep your proof of postage. Until we have received the parcel and you cannot show you sent it, the risk is yours.
We open every return and record what was in it, with photographs and the weight of the parcel. That is not because we assume something will go wrong. It is the only way to settle a disagreement later instead of arguing about it. If the box turns out to hold something other than the product, the purchase is not withdrawn and we reclaim any refund already paid.
Getting your money back
We refund within fourteen days of your notice, by the same means you paid with, unless you expressly agree to something else.
We wait for the product to reach us before refunding. If you have already sent it and can show that with a proof of postage or a track and trace code, we refund from that moment and you do not wait for the parcel to arrive. That is your right in law rather than our policy, and it is why we ask you to keep the proof.
We refund the full purchase price, including the standard shipping you paid on the order. If you chose a more expensive delivery method than the standard one, we refund the standard rate.
When the fourteen days do not apply
The withdrawal period does not apply to products that are unsuitable for return for reasons of health protection or hygiene, where the seal has been broken after delivery. Where that applies to a product, we say so on the product page itself, before you order.
The withdrawal period is a consumer right. If you buy as a business, it does not apply.
Something broken or wrongly delivered
Separately from your fourteen days, you are entitled to a product that does what you may expect of it. If it arrived damaged, is faulty, or is not what you ordered, tell us with the form at the top of this page and email us a photo. We put it right: repair, replacement or refund. This right does not expire after fourteen days and it costs you nothing.
Complaints
Email info@kratosnatural.com. We answer on the substance within fourteen days. If we cannot settle it together, the competent Dutch court is open to you.
Last updated
13 September 2026.