We deliver to Germany and Austria within typically 5 to 12 working days from order confirmation. You can choose from three delivery options at checkout:

• Free Curbside Delivery — the freight company delivers your product to the curb in front of your property. You arrange the move from curb to final position.
• White-Glove Delivery (2-person) — paid upgrade. A trained 2-person team unpacks the product and places it exactly where you want it, accessible by ground level.
• White-Glove Delivery with Crane — paid upgrade. Includes crane service where ground-level access is not possible (e.g. roof terraces, walled gardens).

If you choose a paid delivery upgrade and later return the product, please note that under EU law (Art 13(2) of Directive 2011/83/EU) only the cost of the cheapest standard delivery is refundable — which in our case is €0 (free curbside).

Once your product is dispatched from our supplier you will receive a tracking number by email. For large items such as hot tubs, the freight company contacts you directly to arrange a delivery time slot. Please respond promptly — failed delivery attempts due to your absence or unreachability may result in re-delivery charges.

1. Free Cancellation Before Dispatch. You can cancel any order at zero cost before the product has been dispatched from our supplier — typically a 1 to 3 working day window. Just email hello@tworelax.com with your order number and "CANCEL" in the subject line. Full refund within 14 days.

2. 14-Day Withdrawal After Delivery. After the product is delivered you have a 14-day right of withdrawal under the EU Consumer Rights Directive, with the conditions and exceptions below.

3. Hygiene Exception — Hot Tubs, Swim Spas, Cold Plunges, Installed Sanitaryware. Withdrawal no longer applies once the product has been filled with water (even partially), connected to electricity or plumbing, switched on, had chemicals added, removed from its pallet in a way that prevents safe return, or installed using tools (Article 16(e) of Directive 2011/83/EU).

4. Saunas and Accessories. Full 14-day withdrawal applies, provided the product is unused and in original packaging. Sealed chemicals or water-care products cannot be returned once the seal is broken.

5. Inspection Is Allowed. You may open the outer packaging to inspect the product as you would in a showroom. Please reseal the packaging immediately after inspection — damaged packaging may incur a diminished-value deduction.

6. Return Shipping Costs. If you exercise your right of withdrawal you bear the cost of returning the goods (Article 14(1) CRD). Hot tubs require professional freight transport; we can arrange a return-freight quote on your behalf at cost.

7. Diminished-Value Deductions (Article 14(2) CRD). If the product or its packaging shows handling beyond inspection we apply the following deductions: packaging damaged 20%, pallet removed 30%, connected to water or power 70%, filled / run / used 100% (no refund).

8. Refunds. Approved refunds are issued to your original payment method within 14 days of receiving the returned goods or proof of return shipment.

The full legal terms are set out in our Refund & Cancellation Policy. The Refund Policy is the legally binding document — this page is a plain-language summary.

To cancel before dispatch: email hello@tworelax.com within 1–3 working days of placing your order. Include your order number and the word "CANCEL" in the subject. We confirm cancellation and refund within 14 days.

To return a delivered product within 14 days:

1. Contact us first. Email hello@tworelax.com with your order number, photos or short video of the product, and confirmation that the product is unused, hygienically intact, never filled with water, never connected.
2. Receive your RMA number. We reply within 2 working days with a return authorisation number and freight collection details.
3. Prepare the product. Reseal packaging, return to the original pallet, ensure access at ground level for the freight vehicle.
4. Collection. The carrier collects on the arranged date. Return shipping is paid by you unless the product was damaged or defective on arrival.
5. Refund. Once the product is received and inspected, refund is issued within 14 days, minus any diminished-value deductions.

For damaged or defective products: contact us within 24 hours of delivery with photos, video, and a written description. Late reporting may compromise our ability to claim from the freight carrier and the manufacturer. For genuine delivery damage or manufacturing defects, we cover the return cost and you choose between free replacement, repair, or full refund.