Right of withdrawal: not applicable to our products
Under Article 16(e) of Directive 2011/83/EU, the 14-day right of withdrawal is excluded for sealed goods which are not suitable for return for reasons of health protection or hygiene once the seal has been broken after delivery. All of our products are supplied sterile and sealed, so this exclusion applies to everything we sell.
Under Article 16(d) of the same directive, the right of withdrawal also does not apply to goods which are liable to deteriorate or expire rapidly. Our cartridges and nasal sprays ship in solution and are temperature-sensitive: any exposure to ambient temperatures, including during return shipping, causes degradation that cannot be visually verified.
For these reasons, we do not accept returns of delivered products. This is not a choice on our part. It follows directly from EU consumer law applied to sealed, sterile, and temperature-sensitive research compounds.
When you can still contact us
There are three situations where we absolutely want to hear from you. In all three cases, we handle everything. You don't pay for anything, and you don't ship anything back.
1. Your package never arrived
If tracking shows no movement for 7 or more business days, email support@enhancedrepublic.com with your order number. We open a carrier investigation and ship a free replacement once the loss is confirmed.
2. Your package arrived damaged
If the outer packaging is visibly damaged, or any vial, cartridge, or nasal spray is broken, cracked, or leaking on arrival, email support@enhancedrepublic.com within 7 days of delivery with:
- Your order number
- Photos of the outer packaging
- Photos of the damaged product
- Photo of the shipping label
We arrange a free replacement or full refund, whichever you prefer. No return shipment required.
3. You received the wrong item
If we sent the wrong product or the wrong quantity, email us within 7 days with your order number and a photo of what you received. We ship the correct item immediately at no cost to you. You keep the incorrectly shipped item.
How refunds are processed
When a refund is approved under one of the above situations, we refund via the same payment method you used:
- SEPA wire transfers: refunded within 5 business days.
- Cryptocurrency: refunded as the same amount of cryptocurrency originally sent. Exchange rate movements are not covered by us. If this matters to you, we recommend paying with a stablecoin.
Orders not yet shipped
If you change your mind before your order ships, contact support@enhancedrepublic.com immediately with your order number. We ship the same day on weekdays, so there is only a short window to cancel. If we can cancel before dispatch, we refund the full amount.
A note on our approach
We have structured our business so you receive perfect product on the first shipment. Cartridges and nasal sprays ship in cold-chain packaging with temperature protection, vials ship as stable lyophilized powder, every batch has published lab results where available, and orders carry a QR code that lets you verify the batch the moment you receive it. If anything is ever wrong with your order, our priority is fixing it for you immediately, not processing returns of products that may no longer be safe to use.
Questions? Email support@enhancedrepublic.com and we will reply within 1 business day.