RETURN & REFUND
Return & Refund Policy
Effective Date: May 12, 2026
Thank you for shopping with Relaxova™ Germany.
We want you to feel confident when purchasing from us. This Return & Refund Policy explains how returns, refunds, exchanges, damaged items, missing packages, and order issues are handled.
By placing an order on our website, you agree to this Return & Refund Policy.
1. Business Information
Business Name: Dbestey Solutions Germany / Relaxova™ Germany
Website: https://www.relaxova-germany.com/
Email: support@Relaxova-Germany.com
Address: Waagestr. 8, 37520 Osterode am Harz, Germany
2. Return Window
We offer a 30-day return window from the date your order is delivered.
To request a return, you must contact us within 30 days of delivery at:
Please use the subject line:
Return Request – Order #[Your Order Number]
Returns requested after 30 days may not be accepted.
3. Return Eligibility
To be eligible for a return, the product must be:
- In the same condition as received
- Clean and free from stains, odors, hair, dirt, or signs of heavy use
- Not damaged by misuse, improper handling, or unauthorized repair
- Returned with all original parts, accessories, manuals, remote control, cables, carry bag, and packaging where possible
- Returned with proof of purchase or order number
- Approved by our customer support team before being shipped back
Because our product is a personal wellness item used close to the body, we reserve the right to refuse returns that appear unhygienic, heavily used, damaged, altered, incomplete, or not suitable for resale.
4. Return Authorization Required
Please do not send any item back without contacting us first.
All returns must be approved by our support team before shipping.
Returns sent without approval may be refused, delayed, or returned to the sender.
To start a return, email:
Please include:
- Full name
- Order number
- Email used at checkout
- Reason for return
- Photos or videos of the product and packaging, if applicable
5. Return Shipping Costs
Unless the product arrived damaged, defective, or incorrect due to our error, customers are responsible for return shipping costs.
Original shipping fees, express shipping fees, shipping protection fees, and handling fees are non-refundable unless required by law.
We recommend using a trackable shipping service and keeping your shipping receipt.
We are not responsible for returns lost in transit.
6. Return Address
After your return request is approved, we will provide return instructions and the correct return address by email.
Do not send returns to our business address unless we specifically instruct you to do so.
Sending returns to the wrong address may result in delays, refusal, or loss of the package.
7. Refund Process
Once we receive your returned item, we will inspect it.
If your return is approved, your refund will be processed to the original payment method.
Refund processing usually takes 5–10 business days after approval, depending on your bank, card issuer, or payment provider.
We reserve the right to deduct costs for:
- Missing accessories
- Damaged packaging
- Used or damaged product condition
- Return shipping charges, where applicable
- Restocking or handling costs, where allowed by law
8. Partial Refunds
Partial refunds may be issued in cases where:
- The product is returned used or visibly worn
- Parts, accessories, packaging, manuals, remote control, cables, or carry bag are missing
- The product has signs of misuse, stains, odors, hair, dirt, or damage
- The item is not returned in acceptable condition
- The return is approved as an exception outside normal policy
We reserve the right to refuse a refund if the returned product is materially different from what was delivered or appears to be involved in return abuse or fraud.
9. Non-Returnable Items
The following items may not be eligible for return:
- Products returned after the 30-day return window
- Items damaged by customer misuse
- Items with missing parts or accessories
- Items returned without approval
- Items that are heavily used, dirty, stained, or unhygienic
- Gift cards
- Clearance or final sale items, if clearly marked
- Products modified, repaired, or altered by the customer
- Products damaged due to incorrect power use, water exposure, misuse, or failure to follow instructions
10. Damaged or Defective Items
If your product arrives damaged or defective, contact us within 48 hours of delivery.
Email:
Subject line:
Damaged Item – Order #[Your Order Number]
Please include:
- Order number
- Photos of the damaged product
- Photos of the outer packaging
- Photos of the shipping label
- A short video showing the issue, if possible
- A clear description of the problem
Please keep the product, packaging, and all accessories until the claim is resolved.
If approved, we may offer a replacement, repair support, store credit, or refund depending on the situation.
11. Incorrect Item Received
If you received the wrong product, contact us within 7 days of delivery.
Please provide:
- Order number
- Photos of the item received
- Photos of the packaging and shipping label
- Description of what you ordered and what you received
If the mistake is confirmed, we will help resolve the issue.
12. Missing Items or Accessories
If your order is missing an item, remote control, cable, carry bag, manual, or accessory, contact us within 7 days of delivery.
Please include:
- Order number
- Photos of everything received
- Photos of the package
- Short explanation of what is missing
We will review the issue and may send the missing item or provide another fair solution.
13. Delivered but Not Received
If tracking shows your package was delivered but you did not receive it, please first check:
- Front door
- Mailbox
- Parcel locker
- Building reception
- Neighbors
- Family members
- Local post office or carrier office
Then contact us at:
Please include your order number and tracking number.
We may assist with a carrier investigation, but we are not responsible for packages confirmed delivered to the address provided at checkout.
For fraud prevention, refunds are not automatically issued for packages marked as delivered.
14. Wrong Address or Failed Delivery
Customers are responsible for entering a complete and accurate shipping address.
We are not responsible for orders lost, delayed, returned, or delivered incorrectly due to:
- Wrong address
- Missing apartment or unit number
- Incorrect ZIP code
- Incorrect city or state
- Refused delivery
- Failure to collect package
- Customer moving after placing the order
If a package is returned to sender, we may offer reshipment with additional shipping fees or a refund minus shipping and handling costs, where allowed by law.
15. Order Cancellation
If you want to cancel your order, email us as soon as possible:
We can only cancel orders that have not yet been processed, packed, or shipped.
Once an order has been processed or shipped, it cannot be canceled. You may request a return after delivery according to this policy.
16. Refund Without Return
In most cases, we do not issue refunds without receiving the product back.
Refunds without return may only be offered at our sole discretion in specific cases, such as verified carrier loss, confirmed shipping damage, or other exceptional circumstances.
We may require photos, videos, carrier documentation, identity verification, or signed statements before approving any refund without return.
17. Fraud Prevention and Return Abuse
To protect our customers and business, we reserve the right to refuse, cancel, hold, or investigate any order, return, refund, or replacement request that appears suspicious, abusive, or fraudulent.
This includes but is not limited to:
- False damage claims
- Empty box returns
- Returning a different product
- Returning used, broken, or altered items
- Claiming non-delivery when tracking shows delivered
- Multiple refund requests from the same customer, address, payment method, IP address, or household
- Chargeback threats after receiving the product
- Abuse of discounts, promotions, or return policy
- Refusal to provide requested photos, videos, or verification information
- Suspicious order patterns
- High-risk payment signals
- Mismatched billing and shipping information
- Use of stolen payment information
We may require additional verification before processing a refund, replacement, or shipment.
Ecommerce chargebacks are intended as consumer protection, but industry guidance recognizes that chargeback fraud or “friendly fraud” can happen when a customer disputes a legitimate transaction.
18. Chargebacks and Payment Disputes
If you have a problem with your order, please contact us first at:
We are happy to help resolve legitimate issues.
Opening a chargeback or payment dispute before contacting us may delay resolution.
If a chargeback or payment dispute is opened, we may pause any refund, return, replacement, or support request until the dispute is resolved through the payment provider.
We reserve the right to provide order records, tracking information, delivery confirmation, customer communication, fraud indicators, and policy evidence to payment processors, banks, or fraud prevention services.
19. Exchanges
We may offer exchanges for defective, damaged, or incorrect items where applicable.
Exchanges are subject to product availability.
If a replacement item is unavailable, we may offer a refund or store credit.
20. Final Sale and Promotional Items
Some products may be marked as:
- Final sale
- Clearance
- Last chance
- Special promotion
- Hygiene-sensitive
- Non-returnable
If an item is final sale, this will be clearly stated on the product page or checkout where possible.
Final sale items may not be eligible for return unless they arrive damaged, defective, or incorrect.
21. Warranty or Product Support
If your product has a functional issue after the return window, contact us and we will review the situation.
Warranty or product support, if offered, does not cover:
- Customer misuse
- Accidental damage
- Water damage
- Unauthorized repairs
- Normal wear and tear
- Damage caused by incorrect power use
- Damage caused by not following instructions
- Cosmetic damage that does not affect function
22. No Medical Results Guarantee
Relaxova™ Germany products are designed for comfort, wellness, relaxation, and daily recovery routines.
They are not medical devices and are not intended to diagnose, treat, cure, or prevent any disease, injury, chronic pain, or medical condition.
Individual results and experiences may vary.
Refunds are not guaranteed based solely on personal expectations, medical outcomes, or subjective results.
23. How to Contact Us
For all return, refund, shipping, or order support questions, please contact:
Business Name: Dbestey Solutions Germany / Relaxova™ Germany
Email: support@Relaxova-Germany.com
Address: Waagestr. 8, 37520 Osterode am Harz, Germany
Website: https://www.relaxova-germany.com/
Effective Date: May 12, 2026
