FAQ overview

Questions

How To Use This Website?
Payments
Warranty
Returns

Answers

Do I pay shipping costs when I return a product?

You can send the product(s) yourself from any post office. The return cost depends on weight. Orders can be returned in the original shipping packaging (in case of an online order). Health XL will repay the purchase price, minus the shipping costs, toyour bank account. Fees may be charged in case of damage to the returned goods or the packaging. In the case of a credit card payment, the amount will be credited by Health XL. Once your return is received in good condition, the amount will be deposited into your bank account within 14 days at the very latest. 

If you have indicated that the reason for return is that you have received a different article then ordered, the item received has gone bad, was damaged or defective, you will get a replacement without any extra costs.  [top]

How can I return an item?

It is no problem to return an article ordered with us. Returning is possible within the trial or viewing period. The trial period is 14 working days after receiving the order, unless other arrangements are made with you. 

Conditions for returns are:
- Within 14 working days;
- The article does not meet the conditions of exclusion;
- You have notified us in advance via e-mail (info@healthxl.eu) and you received a confirmation from us;
- Enclosed with the original receipt and a copy of our confirmation;
- The article is complete, not used, opened, consumed or damaged;
- The article is, if reasonably possible, in the original undamaged shipping packaging (in case of an online order);
- Stating your bank account number (including IBAN and BIC code). 

Health XL reserves the right to charge costs in case of damage to the returned items or the packaging. 

Items not meeting the above criteria, however cannot be exchanged or returned.   [top]

How do I make an order on the site?

If your basket is full, click on “Checkout”. Now you can choose the shipping method and payment method. Choose the payment method and click on “continue”. After checkout you will receive an email confirmation with a list of all items you have ordered. More about the order process can be read here.  [top]

How do I report a complaint?

We always take your complaints seriously. Health XL guarantees the highest quality. We will do the utmost to satisfy you. Any shortcomings are to be reported to Health XL within 14 days after discovery in written form (email info@healthxl.eu) and with substantiated reasons. If it is demonstrated that a product did not fulfill the agreement, Health XL has the option to send a replacement product or to refund the invoice price. [top]

How do I shop on the site?

You can pass by the different categories and products, and make a selection by clicking. The shopping cart can be used as a memory for products that you have collected while shopping. But you are not obliged to order them. You can always remove products, change quantities and add more products. You can continue shopping on the site. Most products have a picture. A detailed description will appear when you click on the “More Info” button. While shopping, you can see the total amount on the right side. So, you know your balance at any moment. More about the order process can be read here. [top]

I forgot my password. What to do?

Go to “My Account”. There click on “Forgot Password?”. Then enter your e-mail address and you will receive a new password via e-mail. You can now login with your new password and you can change your password to a more memorable one.  [top]

Is online ordering and payment secure?

Certainly, Health XL ensures your safety during the checkout and payment process. Payments take place within a secure environment. PayPal and credit card payments occur within the trusted and protected environment of your own bank or credit card company. 

You can also check if you are visiting a secure page. You can recognize this on the URL or web address. This should start with the characters https://. Another safety mark is the padlock on your browser. Check if this is shown in the address bar or at the bottom right. 

You still doubt your security? Please do not hesitate to contact our customer service. If you do not trust the payment environment, please report it to PayPal, your bank or credit card company. [top]

What is a personal account?

We keep your personal information and addresses in a database that can be accessed with your password. Because of this you can shop faster and you can always retrieve your order status, wishlist, previously bought products, tags.... You can also access your private address book with your billing and shipping addresses.   [top]

What is the status of my order?

You click on “My Account” on the right and top of the site. Then click on “My Orders” where you can follow the current status of your order 24 hours a day.   [top]

What products can't be returned?

According to the European law on the trial or viewing period, the following products and services are excluded:
- Products that can decay quickly, such as foods;
- Products which were sealed like superfood powder, CDs and DVDs, and whose seal is broken;
- Time-based products, such as tickets to an event, workshop or training;
- Products that are custom-made for you, like kitchen equipment in a unusual color. 

Articles that meet the above conditions, alas, cannot be exchanged or returned. You can find the conditions for returning another product here.   [top]

What should I do if my order does not arrive within the time limit?

lf your order is not received within the indicative delivery period, please wait 5 to 7working days. If you have still not received your order, go to the “Contact Us” link at the top of this site, or use the Live Chat, to contact us. Do not forget to enter your order number. For orders outside the EU you should also take into account the delays because of customs. If you go to “My Account” and then go to “My Orders” you can find the current status of your order. [top]

When is my complaint justified?

Your complaint is justified if it is not caused by:
- Damage caused by intent or by negligence;
- Improper use or improper maintenance;
- Normal wear tear and/or
- Damage or failure because of not observing the user instructions.  [top]

Where can I change my details?

If you click on “My Account” on the top right of the site, you can change your account information and change your password. If you go to “My Account” you can then go to “Change password” to change it. [top]

Why am I directed to the manufacturer for some complaints?

Manufacturers give warranty on their products. The period and content of this warranty can be found in the user manual of the article. Health XL will contact the supplier and then consult with you to find a suitable solution. We might refer you to the service department or helpdesk of the supplier for a faster solution. Service employees who have technical knowledge about the specific device and/or brand will help you to resolve the problem. Of course we stay responsible for the proper handling of your complaint. [top]

Why must I log in?

It is not necessary to log in. If you are not yet a customer, you still have the option to put products in the shopping basket. If you log in later, e.g. at checkout, your shopping cart is automatically included.  [top]