Refund policy
60-day money-back guarantee
We stand behind our products 100%!
Therefore, we offer you a voluntary 60-day money-back guarantee—in addition to your statutory rights.
Cancellations & modifications
After your order has been completed, cancellation or modification is no longer possible, because orders are automatically processed and handed over for shipping immediately after receipt of payment.
Therefore, please carefully check your details before completing the purchase.
Incorrect or incomplete delivery address / non-delivery
Responsibility for address details: Please carefully check your delivery address (including the name on the doorbell/letterbox). We accept no liability for delays or non-delivery resulting from incorrect, incomplete, or untraceable address details.
Returns: If a parcel is returned to us due to an incorrect address or refusal to accept delivery, we will inform you by email. At your request, we will ship it again to the corrected address; you will bear the costs of reshipping.
Excluded from returns & withdrawal
- Perishable goods (e.g. food, plants)
- Products made individually for you
- Hygiene and cosmetic products that have been opened or used, or whose seal has been removed or damaged.
- Dangerous goods and flammable substances
- Discounted sale items (excluded from the 60-day guarantee)
- Gift cards
- Discounted hygiene products are, due to the nature of the products and for reasons of health protection, generally excluded from any voluntary return and refund—regardless of whether the seal has been opened or not.
- Products with digital additional content already provided
Important information about hygiene products
For reasons of health protection, the following applies to hygiene products:
- The guarantee applies only as long as the product is unopened and unused and the seal is undamaged and unopened.
- As soon as the seal has been removed or damaged, both the voluntary 60-day guarantee and the statutory right of withdrawal (§ 312g para. 2 no. 3 BGB) shall expire.
Damage or defects?
Please inspect your delivery immediately upon receipt.
- In the event of damage, production defects, or incorrect delivery, please contact us immediately on the same day.
- If the goods are damaged, please send us meaningful photos of the packaging and the product directly on the same day so that we can review the case.
Refund
- After receiving and inspecting your return, we will inform you by email
- The refund will be issued within 10 business days to your original payment method
- If you have any questions or experience delays, please contact our customer service
Return shipping costs
You bear the direct costs of returning the goods.
Important: The product must be unopened and unused, and the seal must be undamaged and unopened. If, upon receipt, we determine that the seal has been opened or damaged, we must refrain from accepting the return and issuing a refund pursuant to the Hygiene Protection Act (§ 312g para. 2 no. 3 BGB).
Exchange
A direct exchange is not possible. Please return the item and place a new order.
Statutory right of withdrawal in the EU (14-day period)
For orders within the European Union, your statutory right of withdrawal also applies:
- You may withdraw from the contract within 14 days of receiving the goods without stating any reasons
- The item must be returned in its original condition, unworn, unused, with its tags and original packaging
- Proof of purchase is required
Important information about the right of withdrawal:
The right of withdrawal expires for hygiene or cosmetic products if their seal (e.g. film or hygiene seal) has been removed or damaged after delivery (§ 312g para. 2 no. 3 BGB).
Compensation for the loss in value of digital additional content (e-book):
The Rebellin product, with a sales price of €79, consists of the physical device and a digital e-book worth €27. The e-book will be made available to you immediately with the order confirmation email.
If you exercise your statutory right of withdrawal after the e-book has been made available to you, we reserve the right to deduct compensation for the loss in value of €27 from your refund (§ 357 para. 9 BGB). This applies regardless of whether you actually downloaded or used the e-book.
Important information about the Regeneration Package:
The Regeneration Package contains three digital e-books, which are an inseparable part of the overall offer and are included in the purchase price (individual values: €15 + €15 + €27 = €57). The digital content is provided immediately after purchase.
Return process
We want to make your return as easy as possible:
Step 1: Contact our customer service
Step 2: Receive your return number and instructions
Step 3: Safely pack the item in its original packaging
Step 4: Enclose proof of purchase
Step 5: Send the parcel to the specified address
Refusal to Accept & Returns After Expiration of the Collection Period
If the customer refuses to accept the shipment without legitimate grounds or if a parcel is returned to us because it was not collected (e.g. the collection period at a Packstation or post office has expired), the following costs will be withheld from the purchase price:
1. Shipping costs: Outbound and return shipping costs
2. Processing fee: For administrative processing and professional disposal
3. Digital content: If digital content (e.g. e-books, instructions) that forms an integral part of the product has already been provided, the right of withdrawal for such content shall expire pursuant to § 356 para. 5 BGB. The value of this digital content will be deducted from the refund amount.
For hygiene and logistical reasons, the physical goods will not be restocked or resold but will be professionally disposed of for health protection purposes.
By placing the order, the customer expressly agrees that digital content will be provided immediately after conclusion of the contract and that the right of withdrawal for such digital content will expire.
Unauthorized Returns
Returns are permitted exclusively through our customer service, with prior authorization and a valid return number. Before making any return, the customer is required to contact our customer service and use the assigned return address and return number.
Items sent back without authorization and without prior approval are solely the customer’s responsibility. In such cases, we accept no liability for loss, damage, non-delivery, or misdelivery of the goods.
As these are hygiene products, checking that the seal is intact is mandatory before any return is accepted (§ 312g para. 2 no. 3 BGB). If this cannot be verified beyond doubt for items sent back without authorization, this shall be at the customer’s expense. If the goods do not reach us or cannot be clearly assigned, no refund will be issued unless the customer can prove receipt and the condition of the goods.
All costs arising from an unauthorized return made without our prior authorization (including, among other things, shipping costs, collection, investigation requests, and reshipment) shall be borne by the customer.
Customer Service
We generally respond to your inquiry personally within 24–48 hours.
Questions? Our customer service is here for you!
Email: info@femtiva.com