Terugbetalingsbeleid

Last updated: October 16, 2026

We want you to be happy with your purchase. If you change your mind or experience a problem with your order, you can return your products under the conditions below. All return requests go through info@resilea.store.

1. Damaged or Incorrectly Delivered Items

Please check your order carefully on receipt. If an item arrived damaged or you received the wrong product, email us within 7 days of delivery at info@resilea.store with your order number and a photo of the item and packaging. We will resolve it as quickly as possible with a replacement or refund at no cost to you.

2. Right of Withdrawal (14 Days)

You may submit a return request within 14 days of receiving your order, with or without giving a reason. After we approve your request, you have a further 14 days to ship the item back to us.

For customers in the EU and UK, this right is provided in accordance with the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013. For all other regions, it is offered as part of our company policy.

3. Conditions for a Valid Return

To be eligible for a return, the item must be:

• unused and undamaged;
• in its original, unopened packaging, including any seal or safety sticker;
• accompanied by proof of purchase (order confirmation or invoice).

Items returned without prior approval cannot be processed.

4. Cancelling an Order

We aim to process and ship orders as quickly as possible, so the following cancellation conditions apply:

• You may cancel within 24 hours of placing your order.
• Cancellations must be requested by contacting us directly at info@resilea.store or via our contact form.
• After 24 hours, your order is automatically processed and shipped and can no longer be cancelled.
• If your order has already shipped, you may return it after delivery in accordance with this policy.

5. Return Shipping and Service Fees

Return shipping costs are the responsibility of the customer, unless the item is faulty or we sent the wrong product. The applicable rates by region are:

Region	Return shipping	Service fee
Belgium	€8.95	€2.75
Netherlands	€12.25	€2.75
Germany	€12.25	€2.75
Spain	€[confirm]	€2.75
United Kingdom	£10.95	£2.50
United States	$9.95	$2.75
Canada	$12.95 CAD	$3.50 CAD
Australia	$14.95 AUD	$3.50 AUD
New Zealand	$16.95 NZD	$3.50 NZD

These amounts are deducted from your refund once your return has been approved. Original outbound shipping costs, where charged, are non-refundable unless the return is due to our error.

6. Hygiene Exception (Seal Broken)

For health and hygiene reasons, we cannot accept returns of products that are sealed for health protection where:

• the seal has been opened or removed; or
• the safety sticker has been damaged.

Products that are visibly opened are considered to have a broken seal.

This exception is provided in accordance with Article 16(e) of the EU Consumer Rights Directive and Regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013. The same hygiene standard applies to all other regions as part of our company policy.

7. How to Request a Return

1. Email info@resilea.store with your order number and (optionally) your reason for returning.
2. After approval, you will receive return instructions and the return address. A return label is provided where available for your region; otherwise the return shipping fee above is deducted from your refund.
3. Ship the item within 14 days of approval, using a tracked service, and keep your proof of postage.

Shipments sent without our prior approval cannot be processed. We are not responsible for returns lost in transit without proof of postage.

8. Items We Do Not Accept for Return

• Products with a broken seal or damaged safety sticker;
• Sale or clearance items;
• Gift cards.

This does not affect your statutory rights where an item is faulty or not as described.

9. Exchanges

Would you like a different variant or product? Return your item following the procedure above and place a new order in the store.

10. Refunds: When and How

• After receiving and inspecting your return, we will send you a confirmation email.
• If approved, we will issue your refund within 10 business days to your original payment method, minus any applicable return shipping and service fees.
• Please allow additional processing time from your bank or credit card provider.
• Haven't received your refund after 15 business days? Email us at info@resilea.store.

Important:

• Refunds are processed only after receipt and inspection of the returned product.
• Orders that have already shipped are not eligible for cancellation or an immediate refund; a refund can only be issued after the return has been received and approved.
• No refunds are issued without a return shipment.
• If a returned item does not meet the conditions in section 3, we may refuse the return or reduce the refund to reflect any loss in value, as permitted by law.

Questions?

Send us a message at info@resilea.store — we're happy to help.