Returns & Refund Policy

Last updated: 14 August 2026

Short version: 14 days to withdraw by law, 30 days because we'd rather you were sure, 3 years of legal cover if it's faulty. Yes, you can use it first.

1. Your statutory right of withdrawal (EU/EEA consumers)

Cancel within 14 calendar days of receiving the goods, without giving a reason.

• Tell us before the 14 days are up — help@nmcrelax.com. The model form at the end is available but not compulsory.
• Send it back within 14 days of telling us.
• We refund everything you paid, including standard outbound shipping, within 14 days of receiving the goods back or of your proof of postage, whichever is first. Same payment method, no fee.

2. Our own 30-day promise

On top of your legal rights we accept returns for 30 days from delivery. A voluntary commercial guarantee, additional to your statutory rights — if the two ever conflict, the law wins.

3. Using it before you decide

You can use the device and still return it. We'd think it strange to ask you to judge a therapy device without trying it, and one evening isn't a fair test — give it a couple of weeks.

What we ask: keep the box and the accessories where you can, run the cover through a cold wash before sending it back, and don't return it physically damaged, submerged in water, or with the cover missing. We can reduce a refund to reflect genuine loss in value in those cases.

4. Who pays for return postage

Situation	Who pays
Faulty, damaged in transit, or not as described	We do — prepaid label or we reimburse your postage
Wrong item sent	We do
Change of mind, or it isn't for you	You do — standard tracked postage

Use a tracked service for change-of-mind returns. Until it reaches us, the parcel is your responsibility.

5. How to start a return

Email help@nmcrelax.com with your order number, what you're returning and why, and a photo if something is faulty. We reply within one business day with return instructions and the correct return address.

Please don't post anything back before emailing — returns arriving unannounced can't be matched to an order.

6. Faulty goods

Under Spanish Royal Legislative Decree 1/2007 as amended by Royal Decree-Law 7/2021 you have three years from delivery for goods not in conformity. In the first two years a fault is presumed to have existed at delivery unless we prove otherwise. Our 1-year commercial warranty against manufacturing defects runs alongside that and takes nothing away from it.

Email us with your order number and a photo. You are entitled to repair or replacement free of charge, and where those aren't possible or aren't done in reasonable time, a price reduction or full refund.

Not covered: fair wear and tear, misuse, ignoring the care instructions, and water damage from submerging the unit.

7. Refund timing

We process refunds as soon as the return is confirmed. Your bank then takes a few business days to show it — outside our control, but you'll have our written confirmation meanwhile.

8. Cancelling before dispatch

Email us with your order number and we'll cancel and refund in full, no questions.

9. Orders that never arrive

If tracking has been silent for more than five days, or shows delivered with nothing at your address, tell us. We chase the carrier and, if the parcel doesn't surface, we replace or refund it. You won't be sent to argue with a courier on our behalf.

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Model withdrawal form

(Complete and return only if you wish to withdraw from the contract. You are not obliged to use it.)

To: Nicolás Martínez Carrasco (NMC Relax), Calle Henao 21, 4º A, 48009 Bilbao, Bizkaia, Spain — help@nmcrelax.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on: ______________________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Order number: ______________________

Signature of consumer(s) (only if notified on paper): ______________________

Date: ______________________

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This document is a template prepared for NMC Relax and is not legal advice.