Refund Policy
We want you to shop with complete confidence. That is why, on top of your statutory 14-day right of withdrawal, we offer a 30-day money-back guarantee.
1. 30-day money-back guarantee:
Not completely satisfied? Request a refund within 30 days of the delivery date. The guarantee also covers opened pouches. Send your order back, including opened pouches, to the return address in section 4. We refund the price you paid for the product(s). Shipping is free, so there are no shipping costs to refund. Requests made more than 30 days after delivery fall outside this guarantee. Your statutory rights (sections 3 and 5) always remain unaffected.
2. How to request a refund:
(1) Email us first at support@getkernly.com with your order number. You will receive return instructions within 24 to 48 hours on working days. (2) Send your order back within 14 days after contacting us, to the return address in section 4. We recommend a tracked service; keep your proof of postage until your refund is complete. (3) Receive your refund within 14 days after we receive your return. Please do not send a return without contacting us first.
3. Your statutory right of withdrawal (14 days):
As a consumer you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), take physical possession of the goods. To exercise this right, inform us by a clear statement, for example an email to support@getkernly.com. You may use the model withdrawal form in section 7, but you do not have to. To meet the deadline, it is sufficient to send your notice before the period has expired. Exception for sealed food supplements: for health protection and hygiene reasons, the statutory right of withdrawal does not apply to sealed products that have been unsealed after delivery. Our voluntary 30-day money-back guarantee (section 1) does cover opened pouches. Effects of withdrawal: if you withdraw, we refund all payments received from you, including standard delivery costs, without undue delay and in any event within 14 days of the day we are informed of your decision. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest. You must send the goods back within 14 days of informing us. The direct cost of returning the goods is borne by you. We refund using the same payment method you used, at no cost to you.
4. Return address:
Only send a return after you have contacted us: De Haan Online, Splitting 1, 9281 KJ Harkema, The Netherlands. The direct cost of returning the goods is borne by you, unless the product is damaged, faulty or not what you ordered.
5. Damaged, faulty or incorrect products:
If you receive a damaged, faulty or incorrect product, contact us at support@getkernly.com with your order number and, where possible, photos of the problem. We will send a replacement or refund you, and we bear any return postage. In many cases photos are enough and you do not need to send anything back. Your statutory rights regarding conformity of the goods always apply.
6. Refunds:
Refunds are made to the original payment method within 14 days of receiving your return, or of receiving proof that you sent it back, whichever is earlier. Depending on your bank or card issuer, it may take a few additional days before the amount appears on your statement.
7. Model withdrawal form:
(Only complete and return this form if you wish to withdraw from the contract.) To: De Haan Online, Splitting 1, 9281 KJ Harkema, the Netherlands, support@getkernly.com. I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*): / Ordered on (*) / received on (*): / Order number: / Name of consumer(s): / Address of consumer(s): / Signature of consumer(s) (only if this form is notified on paper): / Date: / (*) Delete as appropriate.
8. Contact:
Questions about a return? Email support@getkernly.com. Customer service is available Monday to Friday, 9:00 to 17:00 (CET), and we reply within 24 to 48 hours on working days. De Haan Online, Splitting 1, 9281 KJ Harkema, the Netherlands. KvK 88724204. VAT NL004654469B78. Telephone +31 6 44842016. Last updated: October 2026.