Last updated: 26 August 2026
This policy explains your statutory right of withdrawal, returns for defective goods and Provitura's separate 30-day satisfaction guarantee. Your mandatory consumer rights always continue to apply.
14-day right of withdrawal
When you buy online as a consumer, you may withdraw from the purchase without giving a reason within 14 days from the day you, or a person chosen by you other than the carrier, receives the goods.
To withdraw, send a clear statement to hello@provitura.com before the deadline. Include your name, order number, the goods concerned and the date you received them. You may use a withdrawal form, but a clear email is sufficient.
Send your withdrawal notice to hello@provitura.com.
How to return the goods
After notifying us, send the goods back no later than 14 days afterwards. Contact customer service first for the confirmed return instructions and return address. Do not send returns to our registered office and do not send parcels that require payment on delivery.
Pack the goods securely and include your order number so the return can be identified. You normally pay the direct cost of the return unless we have agreed otherwise or applicable law requires us to bear it.
Condition of returned goods and exceptions
You may inspect the goods as you would in a shop. You may be responsible for a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
The statutory right of withdrawal may not apply to sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons after the seal has been broken. This exception is interpreted narrowly and does not affect rights relating to defective goods.
Refunds
If you withdraw validly, we refund payments received for the returned goods, including the cost of our least expensive standard delivery option. Extra delivery costs for a more expensive option are not refunded.
We issue the refund no later than 14 days after receiving your withdrawal notice, but may wait until we receive the goods or you provide evidence that they were sent back. We use the original payment method unless another method is agreed, and we do not charge a refund fee.
Defective or incorrect goods
If goods are faulty, damaged on arrival or do not match the order, contact us promptly with the order number and a description of the problem. Statutory consumer remedies, including the minimum two-year EU legal guarantee for faulty goods, are separate from the right of withdrawal and our satisfaction guarantee.
Report a problem at hello@provitura.com.
30-day satisfaction guarantee
The Provitura satisfaction guarantee is an additional commercial promise. It does not replace or restrict the 14-day right of withdrawal, the legal guarantee for faulty goods or any other mandatory consumer right. Its own eligibility and claim process apply.
Read the complete satisfaction guarantee.
Subscriptions
You can pause, resume or cancel future subscription deliveries from your account at any time. There is no minimum term and no contractual notice period. A renewal that has already been processed is an order and follows the return rules above.
Manage your subscription under account subscriptions.