For most goods bought online, you may withdraw without giving a reason within 14 days after receipt, then have a further 14 days to send the goods back. This page explains how to notify us, the direct return cost, refund timing, careful handling and the narrow legal exceptions.
Effective: 9 August 2026 · Last reviewed: 9 August 2026 · Version: 2026-08-09.4
The 14-day withdrawal period
You generally have 14 days from the day you, or a person you nominated other than the carrier, physically receives the goods to tell OG klubi Ltd that you withdraw from the contract. If one order arrives in separate deliveries, the period runs from receipt of the last goods. Sending the notice before the period ends is enough; you do not need to give a reason.
How to withdraw
Send an unambiguous statement, including your name and order number, to orders@supplenivo.eu or by post to OG klubi OÜ, Tiigi tn 9, Sauga alevik, 85008, Pärnu maakond, Estonia. You can copy the model form below, but it is not compulsory. Keep evidence that you sent the notice. We will acknowledge an emailed withdrawal on a durable medium.
After notice, send the goods back no later than 14 days from the day you notified us. Contact us before posting so we can give the correct return address and reference for that item; do not send goods to a warehouse or UPS unless we instruct you. Asking for the address is not a prior-authorisation condition and does not shorten your legal period.
Who pays for a change-of-mind return?
You pay the direct postage or carrier cost of returning a change-of-mind item. The amount depends on the parcel and service you choose; we do not add a handling or restocking fee. Use protective packaging and retain proof of posting. If goods are faulty, damaged, unsafe, incorrect or otherwise do not conform to the contract, use the separate process below—we bear the necessary return or replacement cost where the law requires.
What will be refunded and when?
- For withdrawal from the complete order, we refund the payments received from you, including the cost of the least expensive standard outbound delivery we offered. We do not have to refund an extra amount caused by choosing a more expensive delivery service.
- We make the refund without undue delay and no later than 14 days after you tell us that you withdraw.
- For goods contracts, we may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever happens first.
- We use the same payment method used for the order unless you expressly agree another method, and we do not impose a refund fee.
- A partial return is refunded as required by law; the original delivery charge is not automatically refunded where you keep part of the order.
Handling and diminished value
You may inspect goods only as you reasonably could in a shop to establish their nature, characteristics and functioning. You can be responsible for diminished value caused by handling beyond that. Do not consume a supplement merely to test it and keep seals, labels and included items intact where inspection does not require opening them.
When the withdrawal right can be excluded
The law contains narrow exceptions. Relevant examples can include:
- goods that are genuinely sealed for health protection or hygiene reasons, become unsuitable for return after delivery, and have been unsealed by the consumer; and
- goods liable to deteriorate or expire rapidly, where the particular product actually meets that test.
We do not treat every opened supplement or ordinary outer box as automatically non-returnable. We assess the statutory conditions for the exact product and seal. An exception to change-of-mind withdrawal does not remove your rights if goods are faulty, unsafe, damaged, wrong or not as described.
Faulty, damaged, unsafe or incorrect goods
Email orders@supplenivo.eu with the order number, what is wrong and photographs where useful. Do not use or discard a product that may be unsafe. We will assess the issue, give return or disposal instructions where appropriate, and provide the repair, replacement, price reduction or refund required by Irish consumer law. We cover the necessary return cost where the lack of conformity is our responsibility. The 14-day withdrawal deadline and change-of-mind exceptions do not replace these statutory remedies.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract:
To: OG klubi OÜ, Tiigi tn 9, Sauga alevik, 85008, Pärnu maakond, Estonia; orders@supplenivo.eu
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number and goods: ____________________
Ordered on / received on: ____________________
Consumer name: ____________________
Consumer address: ____________________
Consumer signature (only if sent on paper): ____________________
Date: ____________________
Legal information
This policy implements the online-goods withdrawal rules reflected in Ireland’s European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 and the current CCPC online-shopping guidance. It does not contract out of any stronger mandatory remedy.
