Refund Policy
Document version: 2.0 (NL/EU adaptation) Effective date: [FILL: launch date] Last reviewed: 2026-06-01
This Refund Policy forms part of the Terms and Conditions and sets out how returns and refunds work when you buy from evolve® at youevolve.life.
Nothing in this policy affects your statutory rights under EU Directive 2011/83 (Consumer Rights) as implemented in Dutch Civil Code (BW) art. 6:230o et seq., or your conformity rights under BW art. 7:17 / EU Directive 2019/771.
1. Your 14-day right of withdrawal
Under BW art. 6:230o you have 14 calendar days from the day after you receive your order to change your mind and withdraw from the contract. You do not need to give a reason.
To withdraw, email hello@youevolve.life with your order number and a clear statement of withdrawal. You may also use the model withdrawal form in Schedule 1 of the Terms and Conditions.
After withdrawing you have a further 14 days to return the goods (BW art. 6:230s).
2. Health and hygiene exception
Food supplements are sealed for hygiene reasons. We are unable to accept returns of any product where the inner tamper-evident seal has been broken, except where the product is faulty, damaged in transit, or not as described.
This is permitted under BW art. 6:230p(f)(2), implementing Directive 2011/83 art. 16(e) (goods sealed for health protection or hygiene reasons).
Sealed, unopened, in-date product can be returned within the withdrawal period.
3. Faulty, damaged, or wrong items (conformity)
Under BW art. 7:17 goods must conform to the contract. If they do not, you are entitled to:
- Repair or replacement in the first instance.
- A price reduction or full refund if repair or replacement is not possible or proportionate (BW art. 7:21).
Notify any defect within a reasonable time and in any event within two months of discovery (BW art. 7:23(1)).
If your order arrives damaged, incomplete, or with the wrong items, email hello@youevolve.life within 48 hours of delivery with your order number and a photo of the issue. The 48-hour window is a contact target and does not limit your statutory rights.
We will arrange a free replacement or refund.
4. How to return
- Email hello@youevolve.life with your order number.
- We will reply with a returns reference and the address.
- Pack the items securely in their original outer packaging if possible.
- Send the parcel within 14 days of withdrawing.
- Keep proof of postage. Items remain your responsibility until they reach us.
Returns address: [FILL: full returns address. If goods return to the Apeldoorn HQ, use Arnhemseweg 55 A, 7331 BB Apeldoorn, Netherlands. If a separate 3PL returns hub is used, supply that.]
5. Who pays for return postage
| Reason for return | Who pays |
|---|---|
| Change of mind (14-day right of withdrawal) | You (BW art. 6:230s lid 2) |
| Faulty, damaged, or wrong item | We do (we will send a prepaid label or refund postage on proof) |
6. Refund processing
- We process refunds within 14 days of receiving the returned goods or proof of return, whichever is earlier (BW art. 6:230r).
- Refunds are issued to the original payment method.
- We refund the price paid for the goods plus the standard outbound delivery cost (we do not refund any premium upgrade you chose).
- For faulty or wrong items we refund the outbound delivery cost in full.
- We may reduce the refund to reflect any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Bank processing time after refund issue is typically 3 to 10 working days and is outside our control.
7. Subscription orders
The 14-day right of withdrawal under section 1 applies to the first delivery of a new subscription. Subsequent recurring deliveries are governed by the Subscriptions page: you can pause, skip, or cancel future deliveries free of charge.
8. Promotional, free, or gifted items
- Items received free as part of a promotion must be returned alongside the paid items, or their value will be deducted from the refund.
- Bundle discounts: if returning part of a bundle, the remaining items will be re-priced at their individual rate and the difference deducted from the refund.
9. Refusal of returns
We may refuse a return where:
- The inner seal is broken (see section 2).
- The product has been used beyond what is necessary to inspect it.
- The withdrawal period has expired and the goods are not faulty.
- The return relates to an item not sold by evolve®.
We will tell you the reason and return the goods to you at your cost, or recycle them with your consent.
10. Lost or delayed parcels
If your parcel has not arrived within the expected delivery window, contact hello@youevolve.life. We will investigate with the carrier and either replace your order or refund you. We follow the carrier's published lost-parcel timelines:
- [FILL: PostNL / DHL / DPD / GLS — lost-parcel investigation windows]
11. Cross-border returns within the EU
EU customers outside the Netherlands may return under the same policy. Outbound and return shipping costs are non-refundable except where the goods are faulty.
12. Online dispute resolution
If we cannot resolve a return dispute directly, EU consumers may use the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr (EU Reg 524/2013).
13. Contact
Mojo Nutrition BV Email: hello@youevolve.life Post: [FILL: returns address]
Open questions for legal review
[FILL] Confirm returns address (Apeldoorn HQ or 3PL). [FILL] Confirm carriers and their lost-parcel timelines. [FILL] Decide on goodwill window beyond the statutory 14-day right (common at 30 days, ensure hygiene exception stays). [FILL] Confirm whether you will register with Stichting Geschillencommissies (SGC) for an additional ADR channel.