Refund policy

30-DAY SATISFACTION GUARANTEE

You have a 30-day satisfaction guarantee from the day you place your order. If you would like to return an item within these 30 days, please contact us at info@reliefr.com. If you want to use your right of withdrawal, it is important that you send the item back within the 30 days.

RETURNS

You pay the cost of returning the parcel yourself, and you are responsible if it is damaged in transit. This means the item is at your risk from the moment it is delivered to you until we have received it back.

When you return an item, please make sure it is packed properly. To help us handle your return faster, we kindly ask you to put a copy of your order confirmation in the parcel.

If you would like to return an item, we can help you with a return label. We then deduct the shipping cost from your refund. Using our return label costs €10. Email us at info@reliefr.com and we will arrange your return label.

Second-grade products are not covered by the extended satisfaction guarantee. The statutory 14-day right of withdrawal still applies as usual.

How long the return label is valid

When you create a return in our returns portal and receive a return label, the label is valid for 7 days from the day it was created. If you do not use it within these 7 days, it expires and can no longer be used.

If your return label has expired and you are still within our 30-day satisfaction guarantee, just email us and we will send you a new return label.

Once the satisfaction guarantee has expired, we cannot issue a new return label and the item can no longer be returned. This does not limit your statutory right of withdrawal.

PLEASE NOTE: Please do not send parcels to our address without contacting us first. Instead, contact our support team at info@reliefr.com to return a product. We do not handle parcels sent without notice and only accept parcels sent to the address given in our returns portal.

You cannot cancel your purchase simply by refusing to accept the parcel without clearly letting us know.

CANCELLING BEFORE YOUR ORDER IS PACKED

If you would like to cancel your order before we have packed it at our warehouse, you can easily do so using the link HERE.

REFUNDS

If you change your mind about your purchase, you will of course get back the amount you paid us. If the item has lost value and you are responsible for this, the loss in value will be deducted from your refund. When you use your right of withdrawal, we refund all payments we have received from you, including delivery costs, without undue delay and no later than 14 days after we have been told of your decision to withdraw. Extra costs because you chose a delivery method other than the cheapest standard delivery we offer are not refunded.

We refund you using the same payment method you used for the original purchase, unless you have expressly agreed to something else. We may hold back the refund until we have received the item, unless you have shown us proof that you have sent it back before then.

LOSS IN VALUE

You are only responsible for any loss in value caused by handling the item more than is needed to find out what it is, its features and how it works. Any deduction is based on the actual condition of the item when we receive it and matches the actual loss in value.

We recommend that you return the item in its original packaging. Missing or damaged packaging only leads to a deduction if it actually reduces the value of the item, and the deduction then matches the actual loss in value.