Refund policy

Relaxiome Return & Refund Policy

Relaxiome is a trademark and online store owned and operated by Nettera Group Inc.

We aim to provide a smooth and reliable shopping experience. While we do accept returns in eligible cases, all return requests must follow the guidelines below.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To be eligible, the item must be:

  • unused and unworn,

  • in the same condition you received it,

  • in original packaging,

  • including all accessories, manuals, and protective materials,

  • accompanied by proof of purchase.

Items returned without prior approval will not be accepted.

How to Request a Return

To start a return, contact us at info.relaxiome@gmail.com

If your request is approved, we will:

  • provide a return authorization,

  • send you the return instructions,

  • optionally issue a prepaid return label (where applicable).

Packages returned without an approved RMA (Return Merchandise Authorization) may be refused or disposed of without refund.

Damages, Missing Items & Wrong Orders

Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, contact us immediately with:

  • photos of the issue,

  • your order number,

  • packaging photos (if applicable).

We will review each case and determine the appropriate resolution (replacement, partial refund, full refund, or repair guidance).
Approval is not guaranteed.

Non-Returnable Items

For health, hygiene, legal, and safety reasons, the following items cannot be returned:

  • Personal care, wellness, or massage products that have been opened or used

  • Items that touch the skin, hair, or body once unsealed

  • Perishable items

  • Custom or personalized products

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Digital products

  • Clearance or sale items

If you are unsure whether your item is eligible, contact us before requesting a return.

Exchanges

Exchanges are not processed automatically.
If you want a different item, size, or model:

  1. Submit a return request for the original item, and

  2. Once approved, place a new order for the replacement.

This ensures faster processing and better inventory accuracy.

EU Customers – 14-Day Right of Withdrawal

If your order is delivered within the European Union, you have the legal right to cancel your order within 14 days for any reason.

However, items must still meet standard eligibility conditions:

  • unused,

  • in original packaging,

  • with all components included.

Products that are sealed for health or hygiene reasons cannot be returned once opened.

Return Shipping Costs

Unless otherwise required by law:

  • Customers are responsible for return shipping costs.

  • Shipping fees (original or return) are non-refundable.

  • If a prepaid return label is provided, the cost may be deducted from your final refund.

Refunds

After we receive and inspect your return, we will notify you whether your refund is approved.

If approved:

  • The refund will be issued to your original payment method within 10 business days.

  • Bank or card processing times may vary and are outside of our control.

If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at info.relaxiome@gmail.com

Important Notes (Customer Responsibility)

By completing a purchase with Relaxiome, customers acknowledge that:

  • Incorrect or incomplete shipping addresses are the responsibility of the customer.

  • Normal wear, accidental damage, misuse, or unauthorised repairs automatically void return eligibility.

  • Returns not following this policy may be refused or subject to restocking fees.

  • Nettera Group Inc. reserves the right to deny returns that do not comply with these terms.

Contact

For all return or refund questions:
info.relaxiome@gmail.com