Refund policy

You have thirty days from receiving your order to change your mind. If it does not fit, you do not like it, or you have simply thought better of it: you may send it back without giving a reason. The law requires fourteen days, we give you thirty.

How to send something back

Register your return in our returns portal and follow the steps. You can also do it by email, at info@ezspa.nl; a clear message is enough.

After registering you have another fourteen days to actually send the parcel.

Trying it out is allowed

You may unpack the set and look at it the way you would in a shop. Setting up the frame and laying it on your mattress to see whether it fits is part of that. So the packaging does not have to stay sealed.

If you have used it longer than you needed to judge it, massaging on it for a few weeks say, we may deduct the loss of value from your refund.

Preparing the return

The next customer should get the set the way you got it. That saves us work and saves you trouble, so we ask you to give it a quick going over before it goes out.

The cover and the carry bag you wash before sending them back, even if you have used them only once. At 40 degrees in the machine, with a detergent that has no chlorine bleach in it. If there are stains, a 60-degree wash is fine. Dry on the line or on the lowest setting of the dryer.

The headrest cushion is made of vegan PU leather and must not go in the machine. Wipe it with a damp, non-abrasive cloth or a soft sponge, with a little mild soap in plenty of water.

The wooden frame you wipe with a damp cloth. Nothing more is needed.

Then pack it back in its original packaging so it looks like new again, with every part included. The shipping box around it may be a different one; it is the product's own packaging that matters.

If the set comes back unwashed or visibly used, we cannot sell it again and we may deduct the loss of value. A wash prevents that.

The return shipment

You arrange the return yourself, with whichever carrier suits you best. Until the parcel reaches us it is your responsibility, so choose a method with tracking and keep your proof of postage. That is your safeguard if something goes wrong on the way.

If you would rather not do that yourself, we will arrange a return label for you. All you then have to do is hand the parcel in. We deduct the cost of that label from your refund, so you do not have to pay anything up front. Just ask for it when you register your return.

Whichever way you do it, you pay the cost of the return shipment. Beyond that you pay nothing.

Your money back

As soon as your return has reached us in good order, we refund the full purchase amount, including the shipping cost you paid on your order.

We refund within fourteen days of your registration. We are allowed to wait until we have the product back, or until you have shown that you sent it. The money goes back by the same payment method you used, unless you agree something else with us. You pay nothing for that.

If you still do not see the amount after a week, check your statement first and ask your bank; they sometimes need a few working days. If it is still missing after that, email us at info@ezspa.nl and we will look into it.

Something broken or the wrong item

That is not a return but a warranty matter, and it works differently. Send us an email with a photo and your order number. We repair it, send a new product or refund you, and the shipping cost is on us. You do not have to wash it in that case either. This stands apart from your thirty days and applies after them too. For how long depends on what you may reasonably expect from the product; you can read that in our terms and conditions.