Withdrawal and refunds

What this covers

This policy covers the two things we sell: physical products, and coaching.

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 If the box turns out to hold something other than the product, the purchase is not withdrawn and we reclaim any refund already paid.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.

Coaching: your fourteen days

If you buy coaching as a consumer, you have fourteen days to withdraw, with no reason needed. That period starts on the day the agreement is concluded, which is the day you pay. Email info@kratosnatural.com within those fourteen days and it is done. We refund within fourteen days of your notice.

Coaching: starting straight away

At checkout we ask you to tick one box: that we may begin at once, rather than waiting for your withdrawal period to pass. The button does not work without it, deliberately.

Why we ask. Without that box, nothing may lawfully begin before day fifteen. You would have paid and then waited two weeks, when starting is the thing you wanted.

Your fourteen days stay fourteen days. The box takes nothing off them. It changes only what you pay if you stop within those two weeks:

Stop before anything has been delivered, and you get everything back.

Stop after we have begun, and you pay for the part already done, in proportion. The rest comes back. Five days into a twelve week programme is five days, not twelve weeks.

Finish the full twelve weeks at your own request, and the withdrawal period is over. What has been done cannot be undone, and the results guarantee below takes over from there.

We record when you ticked that box alongside your payment. That is not there to pin you down. It is there to show when the clock started, if that is ever in dispute.

Coaching: the results guarantee

At the intake we write down three goals in your own words: one you feel, one you measure, one you see. We both sign them before any work begins, and the guarantee is measured against them. A goal that was not written down does not count, in either direction.

Reaching two of the three is enough.

If at week twelve you have reached fewer than two, having done what you agreed to do, you choose: we keep working with you at the same pace at no cost for up to twelve more weeks, or you get the full amount back. We offer the extra weeks first, but the choice is yours and not ours. Choose the extra weeks, and if the goals are still not reached afterwards, you get everything back then.

What you agreed to do: turn up to every conversation, follow the plan, say at that week's check in when it did not work, record the measurements, and report illness, injury or new medication. Falling short is not the problem. Falling short in silence is, because then there is no way to see whether the plan failed or was never followed.

That list exists to tell those two apart. It is not a list of ways to lose the guarantee, and where a case sits between the two, we keep working.

If a diagnosis, an injury or new medication changes what is achievable, we rewrite the goals together and date the change, rather than calling it a failure.

This guarantee sits on top of your statutory rights and does not limit them.

Coaching: after the fourteen days

After that the amount is not refunded, because what you are buying is time and attention held for you and not given to somebody else. What you keep is the guarantee above, and the right to stop coming at any moment.

If we cannot deliver, illness included, you choose: we move it, or we refund what has not been delivered.

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

9 September 2026.