TERMS & CONDITIONS OF SALE

 

General Information

Real Relief Health ApS
Essen 26
6000 Kolding, Denmark
CVR No.: 25693922
Phone: +45 7556 1650
Email: info@realreliefway.com

 

PRICES

All prices at Real Reliefs web shop are in Danish kroner (DKK) and include VAT and taxes. We reserve the right to change prices from day to day without prior notice. We reserve the right for pricing errors, sold-out/discontinued items.

 

PAYMENT

Real Relief ApS accepts payment via:

  • VISA-Dankort
  • VISA
  • VISA Electron
  • Mastercard
  • PayPal
  • MobilePay
  • Bank Transfer

 

SECURE PAYMENT

Payment will only be deducted from your account when the item is dispatched. All payments are processed via a secure SSL-encrypted connection. Your card details are handled by our certified payment providers, and we do not have access to your card information.

 

ORDER CONFIRMATION

When you receive an email from us with your order confirmation, please ensure that it matches your order and that your contact details are correct. If you find any errors in the order confirmation or wish to modify your order, please contact Real Relief immediately at info@realreliefway.com.

 

CONCLUSION OF AGREEMENT

When you place an order on our web shop, you will receive a confirmation by email. This email serves as a receipt for your order and is not a legally binding acceptance. The final agreement is concluded when you receive an order confirmation from Real Relief ApS.

 

DELIVERY IN DENMARK

Shipping within Denmark is free.
Orders placed at realreliefstore.com will be delivered to the delivery address provided at checkout.

Real Relief ApS aims to ship orders placed before 5 PM on the same day; orders placed after this time will be shipped on the next business day.
Orders will be delivered within 2-5 business days from the date the order is placed. Your items will be shipped via PostNord or GLS.

 

DELIVERY OUTSIDE DENMARK

The shipping cost for delivery outside Denmark is 37 DKK or 5 EUR.
Orders will be delivered within 5-10 business days from the date the order is placed. Items will be delivered to the delivery address provided at checkout.
Your items will be shipped via PostNord or GLS.

PLEASE NOTE! We do not deliver to Greenland or the Faroe Islands.

 

AVAILABILITY
We reserve the right to any errors, price changes, and out-of-stock or discontinued products with every order. We strive to keep our stock status updated, but errors may occur. If you have selected a product that is unfortunately out of stock or discontinued, we will always contact you as soon as possible via the provided phone number or email.

 

RESERVATIONS AND FORCE MAJEURE

We reserve the right to typographical errors, price changes, technical errors, and out-of-stock or discontinued items. Real Relief ApS cannot be held liable for delays, failure to deliver, or errors due to circumstances beyond our control – such as strikes, pandemics, natural disasters, IT system failures, force majeure, or similar events.

 

RECEIVMENTS OF YOUR ITEMS

When you receive your items, please check that the package is undamaged. If there are any damages, please contact Real Relief via email at info@realreliefway.com or by phone at +45 7556 1650.

 

RIGHT OF WITHDRAWAL
You have a 14-day full right of withdrawal for purchases made on our web shop. The period is counted from the day you receive the item.

For partial deliveries, the following applies:

  • Multiple items ordered together but delivered individually: The period runs from the receipt of the last item.
  • Delivery in batches: The period runs from the receipt of the last batch.

 

How to withdraw:
You can find and download our withdrawal form here: x
You must return the item no later than 14 days after informing us that you wish to withdraw.

Please note! You cannot exercise your right of withdrawal simply by refusing to accept the item or failing to collect it, without also providing clear notice of this.

 

ITEMS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
The following types of items are excluded from the right of withdrawal:

  • Items that have clearly been used.
  • Sealed items that cannot be returned for health protection and or hygiene reasons if the seal is broken after delivery.
  • There are special hygiene considerations for the Gopad disposable pads (coming soon), which can only be returned if the surrounding packaging has not been broken, for hygienic reasons.
  • Certain reusable hygiene products (e.g. Safepad menstrual underwear, Safepad nursing pads, Safepad sanitary pads) can be returned even if the packaging is opened, provided they have not been used on the body or in direct contact with intimate areas.

 

Items whose packaging is broken or tampered with are considered used and therefore cannot be returned for hygienic reasons.

 

RETURN
Real Relief offers free returns on all products purchased from our web shop.
In order to accept and approve your return, the product must be unused and in the same condition as when you received it. It must be returned in its original, intact packaging, as it was delivered.

You must return the product within 14 days of exercising your right of withdrawal. When returning the product(s), you are responsible for ensuring that it is properly packed and in good condition when handed over to the shipping company, so that it is not damaged during transport.

For faster processing, please include a copy of the order confirmation along with the completed Withdrawal Form. 

Please send your return to:
Real Relief ApS
Essen 26
6000 Kolding
Denmark

PLEASE NOTE: We do not accept packages sent by cash on delivery.

 

Condition of items when returned

You are only liable for any depreciation in the value of the item caused by handling other than what is necessary to determine the nature, characteristics, and functionality of the item. For our reusable hygiene products such as Safepad menstrual underwear, Safepad nursing pads, and Safepad sanitary pads, these may be opened and tested, as long as they have not been used on the body or in direct contact with intimate areas. This means you can inspect and assess the products, as long as they have not been used for their intended purpose. The item can be returned if it has not been used and is in its original condition.

 

Coming soon!

Our Gopad disposable pads come in plastic packaging and can only be returned if the surrounding seal has not been broken, as the product is considered used if the seal is opened. This is necessary for hygiene reasons, and we cannot accept a return if the seal is broken.
If the item has been used beyond what is necessary to ascertain its nature and function, it is considered used. In such cases, you will only receive a partial refund or no refund at all, depending on the commercial value of the item at the time of return.

To receive a full refund, the item must be unused and returned in its original, intact packaging.

 

REFUND AND REIMBURSEMENT

If you decide to cancel your purchase, you will naturally receive the amount you paid to us refunded.
In the case of any depreciation, for which you are liable, the corresponding amount will be deducted from the purchase price.
When exercising the right of withdrawal, all payments received from you (excluding additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered) will be refunded without undue delay and no later than 14 days from the date we receive notification of your decision to exercise the right of withdrawal.

 

Payment Method

The refund will be processed using the same payment method you used for the original transaction.

 

Bank Details

To process your refund, please provide your bank details (registration number and account number) so that we can transfer the agreed amount. These details can be safely sent by email or other electronic means, as they are not sensitive and will only be used for the purpose of processing the refund.

 

Withholding of Refund

We withhold the refund until we have received the returned goods, unless you have provided proof of return beforehand.

 

WARRENTY
You have a 2-year right of complaint under the Danish Sale of Goods Act. The right to complain applies to defects in materials and/or manufacturing. Depending on the situation, you may have the item repaired, replaced, refunded, or receive a price reduction.

The complaint does not apply to faults or damages caused by improper handling of the product.

Complaint period: You must complain within a "reasonable time" after discovering the defect/fault. Complaints must be made no later than 2 months after discovering the fault.

Real Relief ApS covers shipping costs at return to a reasonable extent if the complaint is approved.

Return address for warranty claims:
Real Relief ApS
Essen 26
6000 Kolding

 Please note: We do not accept shipments sent cash on delivery (COD).

 

PRIVACY POLICY IN CONNECTION WITH PURCHASE

To enter into an agreement with us and shop on our website, we need the following information about you:

  • Name
  • Address
  • Phone number
  • Email address
  • Information about what you have purchased

We process your personal data for the purpose of delivering the item(s) to you and for processing inquiries related to your purchase. The processing is done in accordance with our Privacy and Data Protection Policy for Real Relief ApS.

Here, you can read more about how your information is processed, when it is deleted, and what rights you have as a registered individual.

 

COMPLAINT OPTIONS – OVERVIEW AND LINKS
If you, as a consumer, wish to complain about your purchase, you should contact info@realreliefway.com.

If we are unable to reach a solution, you can file a complaint with:

The Danish Consumer and Competition Authority's Center for Complaint Resolution
Carl Jacobsens Vej 35
2500 Valby
Link: www.forbrug.dk

 

CONSUMERS RESIDING IN ANOTHER EU COUNTRY, ISLAND, OR NORWAY:
You can get assistance from the European Consumer Center (ECC). They can help you with your consumer rights, resolving disputes with traders in another EU country, and can tell you who to contact if they cannot help with your inquiry.

Learn more here: https://www.eccnet.eu

You may also submit your complaint via the EU Commission’s online complaint platform: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=DA

When submitting a complaint here, you must provide our email address: info@realreliefway.com.