REFUND AND RETURNS POLICY
Last updated: 09.10.2026.
1. Your right to cancel (consumers, EU)
If you are a consumer in the EU, you may cancel your online order within 14 days of receiving the goods, without giving a reason. To do so, inform us in writing before the 14 days expire — the simplest way is via the Contact page — stating your order number.
You then have 14 further days to return the goods. Goods must be unused, complete, and in their original packaging, including all accessories and documentation.
2. Exceptions
The right of cancellation does not apply to:
- goods sealed for hygiene or health reasons that have been unsealed after delivery (applies to items such as masks and wearables worn on the face or body),
- goods made to your specifications or clearly customised,
- (B2B) orders by business customers — see section 6.
3. Who pays return shipping
The customer pays the direct cost of returning the goods, unless the goods arrived damaged, defective, or incorrect. For heavy equipment (e.g. wellness stations and full-body systems) we will arrange a suitable carrier and inform you of the cost before you commit.
4. Refund timing
Once we receive the goods and confirm their condition, we refund all payments received (including original delivery costs) within 14 days, using the original payment method. We may withhold the refund until the goods reach us.
5. Damaged or defective goods
If a product arrives damaged or develops a fault, contact us immediately with photos and your order number. You have the legal 2-year warranty against defects under EU law. We will repair, replace, or refund as appropriate. Transport damage must be reported within [3] days of delivery.
6. Business customers (B2B)
Orders placed by business customers for professional or commercial use are governed by the agreed purchase terms; the 14-day consumer cancellation right does not apply. Defective goods remain covered by warranty; contact us to arrange repair or replacement.
7. How to start a return
Send us a message via the Contact page with your order number, reason for return, and whether the packaging is unopened. We will reply with return instructions and the delivery address within [2] working days.