Terms & Conditions

Terms and Conditions

The Terms and Conditions set forth the conditions for purchasing through www.hexapro.eu. These conditions are intended to facilitate your purchase and increase your satisfaction with the use of our products. We also provide you with the opportunity to try out the products and return them if you are not satisfied.

  1. Product returns

If the consumer wishes to withdraw from the purchase contract for any reason, they must notify us within 30 days in accordance with the applicable consumer protection law, without having to provide a reason for their decision.

If the consumer has already received the goods and withdraws from the contract, they must return or hand over the goods to the company or a person authorized by the company immediately, but no later than 30 days after the notification. The deadline for returning the goods is considered met if the consumer sends the goods back before the 30-day deadline. In the event of such withdrawal, the consumer shall only be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Before deciding to withdraw from a purchase, the consumer may inspect and test the product to the extent necessary to establish the facts. The consumer may not use the product until their withdrawal. This means that the consumer is liable for any loss in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. The returned goods must be undamaged and returned in the same quantity, unless the goods were destroyed, spoiled, lost, or reduced in quantity without the consumer's fault. The notice of withdrawal or the product is considered timely sent if the shipment is delivered within the deadline.

The consumer must return the goods together with all accompanying documents and the invoice. In the event of returning the goods, we will refund the purchase price as soon as possible, but no later than 30 days after receiving the notice of withdrawal, except in the case of payment by card, if it has not yet been charged.

In the event of withdrawal from a contract where a discount or promotional code was redeemed, these funds will be considered as a discount and will not be refunded to the user. Only the amount paid will be refunded to the user.

In purchase contracts, the company may withhold the refund of received payments until the consumer has received the returned goods or until the consumer has provided evidence of returning the goods, unless the company offers to pick up the returned goods themselves.

The company will refund the received payments to the consumer using the same payment method used by the consumer, unless the consumer has expressly requested the use of a different payment method and no costs are incurred as a result.

The consumer is not entitled to a refund of additional costs if they have expressly chosen a shipping method other than the most cost-effective standard shipping method offered by the company.

Return procedure:

If you wish to return an item, please contact us first by email - hilfe@vitapur.at with photos of the item so that we can expedite the process.

We do not provide return labels; instead, DPD will collect and deliver the package to your address. Packing requires no additional effort on your part; just make sure the item is securely packaged in the provided box.

What we need from you:

  • Your pickup address, if different from your delivery address.
  • A date when DPD can pick up the item.

DPD will provide you with a receipt once the package has been collected. If you send it back to us, your money will be refunded immediately; otherwise, we will wait until the package arrives at our warehouse.

If we identify additional damage upon receipt of the goods, we may deduct a percentage from the refund. In this case, we will contact you in advance.


  1. Material Defects

When is a product materially defective?

  • When the product does not have the properties necessary for its normal use. 
  • When the product does not have the properties necessary for the specific purpose for which the consumer buys it, which was known or should have been known to the seller.
  • When the product does not have the expressly or implicitly agreed or prescribed properties and qualities.
  • When the supplier has provided a product that does not match a sample or model, unless the sample or model was only for informational purposes.

Review of Product Suitability
The suitability of a product is assessed by another, faultless product of the same kind as well as by the manufacturer's specifications or indications on the product itself.

Liability for Material Defects
The provider must deliver the products to the consumer in accordance with the contract and is liable for material defects in his performance according to consumer protection law. The consumer can assert his rights under the law on material defects if he notifies the provider of the defect within two months of discovering the defect in the product, but no later than two years after the product was handed over.

A consumer who has timely notified the supplier of a defect has the right to demand that the supplier:

  • rectify the defect in the goods; or
  • refund the corresponding part of the amount paid; or
  • replace the defective goods with new, flawless goods; or
  • refund the amount paid.

Assertion of a Material Defect
The consumer must notify the provider of any material defect along with a detailed description of the defect at his own expense within the statutory deadline. The consumer must give the provider the opportunity to inspect the product.

The right to assert a material defect is further defined in consumer protection law.

The sender is always liable for the shipping costs unless something else has been agreed upon in advance. We do not accept shipments with ransom.

Please inform us before returning the goods at hilfe@vitapur.at.


  1. Contract and order with payment obligation

The price of the product, the value-added tax, and the shipping costs are displayed in the shopping cart before you complete the order. You will be notified of all details of your online order to the email address you provided when entering your details in the shopping cart. If you do not receive this, there is a possibility that you have provided an incorrect email address. In this case, please contact us at hilfe@vitapur.at.


A purchase contract is concluded between the consumer and the provider when the consumer makes a purchase on the website www.hexapro.com and receives an electronic confirmation from the provider to the consumer's email address. From this point on, all prices and other conditions are set and apply to both the provider and the consumer.


The provider undertakes to provide the following information to the consumer when purchasing the product:

  • the identity of the company
  • contact addresses for quick and efficient communication (email)
  • the essential characteristics of the goods or services
  • information about the delivery and availability of the products clearly marked


The purchase contract is kept by the company and can be requested upon written request. Please send your request to:


Vitapur GmbH

Koschaftstrasse 38

9020 Klagenfurt am Wörthersee



+43 720 227905


  1. Complaints and information

If the goods are defective, the consumer can submit a complaint. The returned goods must be clean, undamaged, in perfect condition, and in the original packaging; otherwise, the supplier is not obligated to accept them, and they will be returned to the consumer at the sender's expense. The return of the products is handled by DPD. To return goods, you must first send an email to hilfe@vitapur.at. You will receive a complaint form from us, which you must fill out completely, as it is an important document for the successful processing of the complaint and must be included in the returned package.


  1. Cancellation of the order before delivery

In case of an error in ordering products viawww.hexapro.eu, the consumer can cancel the order in writing at hilfe@vitapur.at.


  1. Non-Pickup of the ordered shipment

Once the consumer has placed their order, it is processed and forwarded to postal service or courier company, which notifies the consumer via email to the address provided by the consumer during order confirmation. If the mail carrier cannot personally deliver the package to the consumer, they leave a delivery confirmation in the mailbox. With this notification, the consumer has 15 days to pick up the package. After the 15-day waiting period, postal service or courier company returns the package to our address, incurring additional costs. If the consumer does not receive a notification of package receipt for any reason, they should inform us at hilfe@vitapur.at, and we will provide them with details for picking up the package. Failure to pick up the package within the specified waiting period does not constitute withdrawal from the contract, as the contract remains valid. If the consumer fails to pick up the package twice (2x), they will only have the option to pay via advance payment, credit card, or PayPal within eight days of receiving the offer. Payment on delivery is unfortunately no longer possible.


  1. Out of stock products

In exceptional cases, it may happen that a product is no longer in stock, which will then be visible on the product itself. If you would like to know when a product will be back in stock, please contact us at hilfe@vitapur.at.

A product that is out of stock cannot be ordered through the online shop.

  1. Offers and promotions
    Current offers and promotions are only valid in the online shop www.hexapro.eu

In the case of the promotion "1+1 Free," the discount is calculated on the regular price.

Discounts and special offers cannot be combined.

  1. Information Content
    The content of the Hexapro online shop is for informational and educational purposes and is not a substitute for medical advice. Please consult your doctor regarding the usefulness of our advice and suggestions in relation to your medical condition. The accompanying texts for the products are for information purposes only and are provided by the manufacturer. For more detailed descriptions and information, please contact us or directly the product manufacturer.


  1. Product images
    We strive to provide appropriate images for all products in our online shop www.hexapro.eu. Any differences between color discrepancies and actual products do not affect the product properties. We acknowledge the possibility of inaccuracies in data, images, texts, audio, and video materials. The decorative material in the pictures is not included in the price unless otherwise stated. In the event of errors, we allow you to withdraw from the contract at our expense.


  1. Disclaimer
    Vitapur GmbH strives to ensure that the information published on the online shop is coherent and up-to-date. However, the characteristics of the products, their availability, and their prices can change so rapidly that Vitapur GmbH may not be able to correct the information on the online shop. In such a case, we will inform the consumer about the changes and provide them with the opportunity to cancel the order or exchange the ordered product.
  2. Storage of Orders or Contracts
    The confirmed order or completed contract is electronically stored at the headquarters of Vitapur GmbH, Koschaftstrasse 38, 9020 Klagenfurt am Wörthersee, Austria. The consumer can obtain a copy of the contract by requesting it via email at hilfe@vitapur.at.
  3. Collection of Personal Data
    The owner (data collector) of the online shop is:

Vitapur GmbH,
Koschaftstrasse 38,
9020 Klagenfurt am Wörthersee, Austria

Vitapur GmbH is committed to protecting the privacy of users of its online shop and developing technologies that enable a secure online experience. This privacy policy applies to the online shop www.hexapro.eu

By using the online shop, the consumer agrees to the data practices described in this privacy policy.

Statement on the collection of personal data
By shopping in the online shop, the consumer authorizes Vitapur GmbH, as the data controller for the collection of personal data, to collect and process all data provided by the consumer and data about the content of purchases in accordance with the Regulation (EU) 2016/679. 

The provider undertakes to protect your personal data and other data collected during the ordering process in accordance with Regulation (EU) 2016/679, to preserve them from disclosure and transfer to third parties, and to use them exclusively for the purpose of order fulfillment, invoicing, handling complaints, and other necessary communication.

A user of the online shop is also considered to be someone who has not yet completed the online order (completed the first step of the shopping process and agreed to the Terms and Conditions of the online shop www.hexapro.eu).

The online shop may also automatically collect certain information about your computer hardware and software. This information includes IP address, browser type, domain names, access times, and addresses of the websites you visited in our online shop. This information is used by the provider solely for the purpose of creating general statistics about the use of the online shop and for optimization purposes.

Use of Personal Data
The provider collects data to ensure the proper functioning of the online shop and to provide the desired services. The provider may also use user data for internal market research purposes and to inform consumers about new products and promotions in the online shop, as well as about new products and promotions related to the products or services offered by Vitapur GmbH.

We store customer data permanently and use it for continuous use unless the consumer requests otherwise. In the event of hacking of the database or computer system, we cannot be held liable for the consequences.


  1. Complaints and Disputes

Vitapur GmbH adheres to the applicable consumer protection legislation. Vitapur GmbH makes every effort to fulfill its obligation to ensure an effective system for handling complaints. In case of an issue, the consumer can contact Vitapur GmbH via email at hilfe@vitapur.at. Complaints should be submitted through the email address hilfe@vitapur.at. The complaint procedure is confidential. Vitapur GmbH recognizes that a significant characteristic of consumer disputes is the disparity between the economic value of the claim and the time and cost involved in resolving the dispute, which also constitutes a significant obstacle for consumers in bringing a dispute to court. Therefore, Vitapur GmbH makes every effort to settle disputes amicably.

  1. Out-of-court settlement of consumer disputes
    Vitapur GmbH does not recognize any provider for the out-of-court settlement of consumer disputes as competent for settling consumer disputes that could be brought by a consumer in accordance with the Law on Out-of-Court Settlement of Consumer Disputes in accordance with the legal norms.

As a provider of goods and services operating in the online trade in the EU, Vitapur GmbH publishes an electronic link to the Online Dispute Resolution Platform (ODRP) on its website. The platform is accessible to consumers via the electronic link.

The above-mentioned regulation is based on the Law on Out-of-Court Settlement of Consumer Rights Disputes, Regulation (EU) No. 524/2013 of the European Parliament and of the Council on Online Dispute Resolution for consumer disputes and amending Regulation (EC) No. 2016/2004 and Directive 2009/22/EC.