Refund and Returns Policy
Last Updated: 5 September 2026
At KROX LABZ, we take care to ensure that every order is properly packed and that the correct products are delivered to our customers.
This Refund and Returns Policy explains our procedures for returns, damaged products, incorrect products, refunds and complaints.
This Policy applies to purchases made through kroxlabz.com and is subject to applicable Polish and European consumer-protection laws, including the Polish Consumer Rights Act and the EU consumer-protection framework.
1. Damaged Products
If your KROX LABZ product arrives damaged, please contact us as soon as possible after delivery.
To help us investigate the issue, we strongly recommend that you:
- Record a continuous unboxing video before opening the parcel.
- Make sure the video clearly shows the condition of the shipping package.
- Show any visible damage to the parcel.
- Open the parcel while recording.
- Clearly show the product, packaging, seal and any damage.
- Take clear photographs of the damaged product and packaging.
- Keep the product, packaging and shipping materials until we have completed our investigation.
Unboxing video
An unboxing video is strongly recommended because it helps us determine whether damage occurred during transportation and speeds up the investigation.
However, failure to provide an unboxing video does not, by itself, remove any mandatory rights you may have under applicable consumer law.
We may request photographs, videos, packaging information, delivery information or other reasonable evidence to help investigate a damage claim.
2. Wrong Product Received
If you receive a product that is different from the product you ordered, please contact us as soon as possible.
Please provide:
- Order number
- Your name
- Description of the incorrect product
- Photograph of the product received
- Photograph of the product label
- Photograph of the shipping label
- Unboxing video, if available
Please do not use or consume the incorrect product while the matter is being investigated.
Where we confirm that the wrong product was sent, we will provide an appropriate remedy in accordance with applicable law, which may include replacement, refund or another legally appropriate solution.
3. Products Damaged During Delivery
If your package appears visibly damaged when delivered, we recommend documenting the condition of the parcel before opening it.
Please take photographs or record a video showing:
- Exterior packaging
- Shipping label
- Damaged areas
- Product packaging
- Product seal
- Any damage to the product
If the product has been damaged during delivery, please contact us so that we can investigate the matter and arrange an appropriate solution.
4. Sealed Sports Nutrition Products
KROX LABZ products may include food/sports-nutrition products supplied in sealed packaging.
For health, safety and hygiene reasons, opened products may be subject to statutory exceptions to the right of withdrawal where the applicable legal requirements are satisfied.
Polish consumer law provides an exception for certain goods delivered in sealed packaging where opening the packaging means the goods cannot be returned for health-protection or hygiene reasons. The applicability of this exception depends on the nature of the particular product and circumstances.
Therefore:
Please do not open or consume a product if you are considering exercising a statutory right of withdrawal.
This does not affect your statutory rights concerning products that are damaged, incorrect or otherwise not in conformity with the contract.
5. Right of Withdrawal
For purchases made online, consumers generally have a statutory 14-day right to withdraw from a distance contract without giving a reason, subject to the exceptions provided by law. The 14-day period generally begins when the consumer receives the goods.
Where the statutory right of withdrawal applies, you may exercise it by submitting a clear statement informing us of your decision to withdraw.
You may contact us using:
Email: support@kroxlabz.com
When exercising a statutory right of withdrawal, the applicable legal rules concerning the return of the goods and reimbursement will apply.
Where legally required, refunds will be made within the applicable statutory period. Polish consumer guidance states that, following withdrawal, the seller generally refunds payments no later than 14 days after receiving the withdrawal statement, subject to the statutory rules allowing the seller to withhold reimbursement until the goods are returned or evidence of their return is provided.
6. Products That Are Not Eligible for Voluntary Return
KROX LABZ does not offer an additional commercial “change of mind” return policy beyond rights required by applicable law, unless we expressly state otherwise for a particular product or promotion.
This means that outside mandatory statutory rights, we do not accept returns simply because:
- You changed your mind;
- You selected the wrong flavour;
- You ordered the wrong quantity;
- You no longer want the product;
- You do not like the taste.
Nothing in this section limits any mandatory consumer rights available under applicable law.
7. Product Complaints – Non-Conformity With the Contract
If a product is defective, damaged, incorrect or otherwise does not conform to the contract, you may have statutory remedies under applicable Polish consumer law.
Depending on the circumstances, remedies may include:
- Repair;
- Replacement;
- Price reduction; or
- Withdrawal from the contract where the legal requirements are satisfied.
Polish consumer guidance confirms that consumers have statutory remedies when goods are not in conformity with the contract, including price reduction or withdrawal in circumstances specified by law.
We will assess each complaint in accordance with the applicable legal requirements.
8. How to Submit a Complaint
To submit a complaint, please contact us at:
Email: support@kroxlabz.com
Please include:
Subject: Product Complaint – Order #[ORDER NUMBER]
And provide:
- Full name;
- Order number;
- Date of purchase;
- Product name;
- Description of the problem;
- Photographs, where available;
- Unboxing video, where available;
- Photographs of the packaging and shipping label, where relevant.
We may request additional information that is reasonably necessary to assess the complaint.
9. Inspection of Returned Products
Where a product needs to be returned for inspection, we will provide appropriate return instructions.
Please do not send products to us without first contacting customer service unless we have specifically instructed you to do so.
For food and sports-nutrition products, please keep the product in its original packaging and preserve the product, seal and packaging where possible.
10. Refunds
Where a refund is approved or legally required, the refund will generally be made using the same payment method used for the original transaction unless otherwise agreed or permitted by law.
Depending on the reason for the refund, the amount refunded may include:
- Product purchase price;
- Applicable delivery charges, where required by law;
- Other amounts required by applicable consumer law.
For statutory withdrawal, the seller’s reimbursement obligations are governed by the applicable consumer-rights legislation.
11. Replacement
Where the wrong or damaged product is confirmed, KROX LABZ may provide a replacement where appropriate and legally available.
If a replacement is not possible or another remedy is required by law, we will provide the appropriate statutory remedy.
12. Shipping Costs for Approved Complaints
Where a product is confirmed to be damaged, incorrect or otherwise not in conformity with the contract, KROX LABZ will handle return and related costs in accordance with applicable law.
We will provide instructions regarding the appropriate return method.
13. Important Information About Unboxing Videos
We strongly recommend recording an unboxing video for every KROX LABZ order.
The video should begin before the package is opened and should clearly show:
- The unopened package;
- The shipping label;
- All visible damage;
- The opening of the package;
- The contents;
- The product labels;
- The product seal;
- Any damage or discrepancy.
An unboxing video can be extremely useful when investigating claims involving transit damage or an incorrect shipment.
However, an unboxing video is evidence supporting a claim and is not intended to exclude mandatory consumer rights where applicable law does not permit such exclusion.
14. Products That Have Been Opened or Used
For health, safety and hygiene reasons, customers should not open, consume or use a sealed sports-nutrition product if they intend to exercise a statutory withdrawal right and a statutory exception may apply.
If you receive a product that is damaged, incorrect or otherwise not in conformity with the contract, contact us before consuming or using the product whenever reasonably possible.
Nothing in this section limits statutory rights concerning defective, damaged or non-conforming goods.
15. Refund Processing Time
Once a refund has been approved, we will process it within the timeframe required by applicable law.
The time required for the funds to appear in your account may also depend on your bank or payment-service provider.
16. International Orders
If KROX LABZ accepts orders from customers outside Poland, returns, refunds, consumer rights, taxes, customs and delivery requirements may also be affected by the laws applicable to the relevant transaction and destination country.
Nothing in this Policy is intended to remove mandatory consumer rights that apply to a particular customer.
17. Statutory Consumer Rights
Nothing in this Refund and Returns Policy limits, excludes or replaces any consumer rights that cannot legally be excluded under applicable Polish, European Union or other applicable law.
If any provision of this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.
18. Contact KROX LABZ
For questions regarding returns, refunds or complaints, please contact:
KROX LABZ
Email: support@kroxlabz.com
Website: kroxlabz.com
