Return Policy

Return Policy / Return Information

These return conditions apply in addition to our cancellation policy and our general terms and conditions. They regulate the process and conditions for returning goods after an effective cancellation.

1. Requirement for a Return

A return is only possible within the framework of an effectively declared cancellation within the statutory cancellation period of fourteen (14) days.

Before returning, the cancellation must be expressly declared to us (e.g., by email or letter). Unannounced returns cannot be processed.

2. Return Address

RelaxoSystem GmbH
Stesse 11
59872 Meschede
Germany

3. Return Period

The goods must be returned to us without undue delay and in any event not later than fourteen (14) days from the day on which you informed us of the cancellation. The deadline is met if you send off the goods before the period of fourteen days has expired.

4. Costs of Return

You bear the direct costs of returning the goods. Unpaid or insufficiently franked shipments will not be accepted.

5. Condition of the Returned Goods

The returned goods must be complete, undamaged, in their original packaging, including all accessories, instructions, cables, bags, packaging elements, and outer packaging.

The original packaging must not be damaged, taped, written on, or otherwise rendered unusable.

6. Compensation for Value Loss Due to Use or Deterioration

If the goods show a loss in value that is due to handling that was not necessary to ascertain the nature, characteristics, and functioning of the goods, we reserve the right to demand compensation for the value loss in accordance with § 357 (7) BGB.

Electronic RelaxoPet Products (e.g., RelaxoPet PRO, RelaxoPet EASY)

  • intended use on an animal,
  • animal hair, odors, saliva, scratches, or signs of use,
  • use of the sound, vibration, or relaxation functions beyond a mere functional test,
  • lack of hygiene or inability to resell as new goods.

Non-electronic RelaxoPet Products (e.g., textiles, bags, covers, accessories, toys, fragrances)

  • use, wearing, or contamination by animals,
  • animal hair, odors, or dirt,
  • removed or damaged labels, seals, or protective packaging.

7. Inspection of the Return

Upon receipt of the return, it will be inspected by our team. The refund will only be made after completion of this inspection.

We reserve the right to refuse the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

8. Refund

The refund will be made within fourteen (14) days after receipt of the cancellation declaration, but at the earliest after receipt and inspection of the goods.

The refund will be made using the same payment method that was used for the original order, unless expressly agreed otherwise.

9. Exclusion of Returns Outside of Cancellation

A voluntary right of return beyond the statutory right of cancellation is not granted. Returns outside the statutory right of cancellation will not be accepted.

10. Non-Acceptance of Returns

We reserve the right to refuse returns if:

  • no effective cancellation has been declared,
  • the return period has been exceeded,
  • the goods are incomplete or significantly damaged,
  • the goods cannot be resold for hygienic reasons,
  • the return is sent unpaid or insufficiently franked.