Customer Service

General Conditions

Ordering Process


 

General Conditions

General
These general terms and conditions apply to all our services and deliveries. Sales agreements are only made with people of at least 18 years old. These conditions apply to all of Health XL's offers, orders and agreements. By making an agreement under the mentioned conditions, the client accepts the general terms and conditions. Any deviation from these terms and conditions is only allowed after clear written consensus from Health XL. Only the Belgian law applies to all duties, offers, rights and orders. Our VAT identification number and commercial registration number: is BE0831111242. [top]
Prices
All prices are in euros, include sales tax and are excluding shipping costs. Health XL at any time holds the right to edit the conditions and the content of the Health XL website. No rights can be obtained from images or pictures as displayed on the website. All rights reserved when it comes to typing errors and spelling mistakes. [top]
Shipping costs
An amount is charged for shipping of Health XL products. The specific costs for shipping, regardless of the number of products or weight, are based on a table rate depending on the country. These are our current shipping rates:
Country Shipping rates (€)
Belgium, Germany 5.00
The Netherlands, Luxemburg
9.00
France 12.00
Austria, Denmark
14.00
Great-Britain, Hungary, Italy, Poland,
Slovenia, Slovakia, Czech Replublic
21.00
Finland, Romania, Spain, Sweden 24.00
Other European countries 30.00
Countries outside Europe Contact us
There are also several possibilities to get free shipping.
For Belgian and France, we work with the national postal services, for other countries we work with GLS (and partners).
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Payment
After an order is placed the customer will receive a confirmation e-mail immediately, with an overview of the order and the total price, including the shipping costs.
Every order is delivered only after payment. You can pay:
  • By Paypal/credit card. If you have a Paypal account, simply log in and finish the payment. If you want to pay by credit card (Visa, Mastercard, American Express), but you don't have a Paypal account, please choose the Paypal option. You are free to choose to create a Paypal account, or just pay by credit card as a guest. Paypal is safe, fast, and easy.
  • Direct online bank payment using iDeal (Dutch banks), Giropay (German banks), Carte Bleue (French banks), Bancontact (Belgian banks). Please note that for these payment methods, you will first need to pass by our payment service provider Multisafepay, where you need to log-in or create an account, so your data can be stored safely for a quicker payment next time. They will then send you to the online payment platform of your bank.  
  • Via bank transfer on our Belgian account (IBAN: BE19 1096 5350 5712, BIC: BKCPBEB1BKB). You will receive the payment details in the order confirmation email. The payment should be completed within 14 days after ordering, after which the order is shipped. During these days Health XL will reserve the products for you. If the payment is not received after this period, Health XL can allow the products to be sold again. [top]
Delivery
All Health XL offers are temporary and Health XL explicitly holds the right to change prices, especially when this is (legally) determined and necessary. All offers are according to availability. All rights are reserved for price changes, product changes and stock changes. A legal agreement is only made after Health XL accepts the order. Health XL holds the right to refuse an order, or place certain conditions on it, unless it is explicitly decided otherwise. If an order is not accepted, Health XL will inform the client within 7 working days after the order is received. Health XL's administration is kept, behold counterproof, as evidence of the assignments given to Health XL, the payments the client made to Health XL and the deliveries by Health XL to the client. Health XL acknowledges electronic communication as proof. By accepting these conditions, the client also recognizes this. An e-mail is sent to you to confirm the shipping of the package. GLS usually delivers the next day, when the delivery address is within Belgium. The delivery times given by Health XL are only indications. If the delivery time is later than indicated, the customer has no right to cancel the agreement or the order, or make demands for any other payment from Health XL. Health XL aims to deliver the order within 3 working days (within Belgium). Shipping to other countries normally takes a maximum of 5 working days. If a product is not in stock, it is possible to receive an alert as soon as the product is back in stock. The maximum delivery time is 30 days and if this is not possible, Health XL will inform the customer in advance. The customer then has the right to cancel the agreement or agree upon a new delivery date together with Health XL. When an order is not delivered to the customer, but has been sent by Health XL, Health XL will wait 2 weeks for national, and 4 weeks for international orders, before shipping the products again. Health XL will not alter these "waiting" weeks. The experience is that 99% of the deliveries are made by GLS within this time. Health XL is not responsible for loss, damage or when the indicated delivery times are exceeded by GLS. [top]
Reclaiming and responsibility
Health XL aims to deliver a perfect product. If for any reason the customer doesn't wish to keep the product, they have the right to return it to Health XL within 14 days of delivery and cancel the agreement. Returned packages are only accepted if the packaging of the product is not damaged. Within two weeks at the most, Health XL will transfer the amount of the product to the customer's bank account. The direct costs of shipping the product back are for the customer. We request that an e-mail is sent in advance to inform Health XL. Health XL needs to be informed in writing of any defects within 7 days of discovery. When it has been proven that the products do not meet the requirements of the agreement, the products can be sent back to Health XL, after which Health XL has the choice to replace the products by other products, or to refund the paid price except the shipping costs for returning the product. This will all be done in agreement with the manufacturer. Possible warranty will be determined for each product. Health XL will contact the manufacturer and find a suitable solution together with the customer. Health XL will not take back or exchange when:
  • the product has been unpacked and is not defect.
  • the product is used and not defect.
  • the customer has tried to repair the product.
  • the customer has not followed the instructions. [top]
Liability
All products sold by Health XL have been carefully selected. The delivered products have the features that you can expect on terms of the agreement, when used normally. Any complaints can be made in writing or by e-mail. The contents of this site has been carefully composed or selected. Health XL cannot exclude that certain information is false or incomplete. Health XL is not responsible for the consequences of false or incomplete information on this website. [top]
Circumstances
In case of unforeseen circumstances, Health XL has the right, by choice, to postpone the delivery of the orders or the execution of the agreement, without breaking the legal contracts, by informing the customer in writing, without owing the customer any compensation, unless the actions of Health XL are unreasonable according to general standards of proper behaviour. Circumstances are for instance a company malfunction, a technical disturbance by an energy or product supplier, transport delay, a strike and the not or no longer delivering on time of goods by suppliers. [top]
Privacy statement
All personal information is explicitly used by Health XL only and will never be shared with a third party, unless it is necessary for a payment transaction or the delivery of an order. Health XL values your privacy and adheres to Belgian privacy legislation as reflected in the Privacy Act or Data Protection Act (see www.privacycommission.be, the website of the Belgian Data Protection Authority).
By using this website and/or providing your information to us you agree with this privacy statement.
Personal Information
Your personal details are included in our customer database. Health XL uses your personal information for the evaluation, the assessment and implementation of the purchase agreement and to manage the resulting customer relationship, including marketing activities by us, collecting of payments, preventing fraud and compliance with legal obligations. Health XL uses your information solely to provide you with the best possible service. Without your explicit consent personal data is never given to third parties.
Cookies
The website is offering its services with the use of cookies. Cookies are used by the website for your convenience. If your browser does not accept cookies you will not be able to use your wishlist, to place an order or to receive personal recommendations and offers. We strongly recommend that you enable cookies in your browser. If your browser has cookies disabled, you can still visit the website and product pages.
Non-Personal Data
Health XL may collect anonymous information (information that does not personally identify you) about the use of this website. General and anonymous visitor information is collected, such as the most visited pages. The goal is to improve the quality of the website. This data can also be used by Health XL to improve the information on the website. We use this information to improve this website to better meet your needs.
Changes
Health XL reserves the right to make changes to our privacy statement. [top]
Questions
Health XL aims to have satisfied customers. If the customer has any questions or complaints about Health XL's services or products, Health XL wants to be informed via email or telephone. [top]
Disputes
Health XL will always try to find a solution together with the customer. Disputes between the consumer and Health XL can, considering the following, be presented in front of the Directorate-General Inspection and Mediation. A dispute will only be presented if a complaint has first been presented to Health XL for a considerable amount of time. The complaint has to be presented to the Directorate-General within three months, after the complaint has been presented to Health XL. When the customer wishes to propose a dispute to the Directorate-General, Health XL is bound to this choice. The Directorate-General decides under the circumstances as determined in the regulation. The decision by the directorate is on terms of a binding advice. [top]
Copyright
All rights reserved. Nothing on this website www.healthxl.eu can be copied, saved and/or reproduced without explicit permission by Health XL. [top]

Ordering Process

Shopping Cart
You order articles using the shopping cart. You can add each article to the cart. You can always remove products, change amounts and add more products to the shopping cart. A detailed description will appear when you click the image, product name, short description or 'info' button. You can remove products or change the amounts by clicking on the “My Cart” link (top right) and adjust the numbers.
While shopping, you will see the total amount in your shopping cart on the right side of the website. This way you always know the status of your expenditure. [top]
Finish Shopping
When you are finished shopping, pass your shopping cart through the checkout by clicking the “Checkout” button. If you are not a customer of Health XL, you must register first. After registration, or after you logged into your account, in a number of steps you must enter the delivery address, payment details and the shipping method. This information is stored in your account, so you do not need to enter them a second time at your next order. After reviewing your order, you can checkout. [top]
Checkout
You can pay with all major payment methods. You can read more on payment methods over here. After completing your payment you will receive an email confirming your order. [top]
Delivery
Health XL basically delivers your order within 5 working days at your shipping address. Health XL strives for optimal satisfaction and is constantly improving the delivery process. Our goal is to get an order in 1-2 working days at your home. This applies for delivery in Belgium. For shipping to other countries the delivery term depends on the country of delivery and we can, unfortunately, only give you an estimate of the delivery time. For countries outside the EU (European Union) you should also count with a delay because of customs. [top]
Out of Stock
If a product is out of stock, you cannot order it. You can however subscribe to an alert when the product is back in stock, so you can order it as soon as it is available. This is normally within 30 days. [top]
Returns
If there is something unexpectedly wrong with a delivered product please return it. More on this you can read here. [top]