Refund policy

Refund & Cancellation Policy

Last updated: 28 May 2026

This policy explains your right to cancel an order, withdraw from a purchase, return goods, and receive a refund. Our goal is to be clear, transparent, and fair — but also strict, because hot tubs and similar large goods carry costs we cannot absorb if returns are handled carelessly. Please read this carefully before you order.

This policy is issued by Belvicon Ltd, trading as TwoRelax, registered in the Republic of Cyprus under company number HE 492478, with registered office at Spyrou Kyprianou 78, Magnum Business Center, 3rd Floor, 3076 Limassol, Cyprus.

1. Free Cancellation Before Dispatch

You may cancel your order free of charge at any time before the product has been dispatched from our supplier's warehouse. This typically gives you a window of 1 to 3 working days from order placement.

  • To cancel, email hello@tworelax.com with your order number and the word "CANCEL" in the subject line.
  • If you cancel within this window, we issue a full refund to your original payment method within 14 days. No questions asked.
  • Once your product has been dispatched (you will receive a dispatch confirmation by email), cancellation is no longer free. Any further request becomes a return under the rules below.

2. 14-Day Right of Withdrawal (EU Consumer Rights Directive 2011/83/EU)

If you are a consumer (a natural person buying for non-commercial purposes), you have the right to withdraw from this contract within 14 days, unless one of the legal exceptions below applies.

The withdrawal period is 14 days from the day you, or a third party named by you (other than the carrier), takes physical possession of the goods.

To exercise the right of withdrawal you must inform us by a clear statement (e.g. an email) before the 14-day period expires:

Belvicon Ltd (TwoRelax)
Spyrou Kyprianou 78, Magnum Business Center, 3rd Floor
3076 Limassol, Cyprus
Email: hello@tworelax.com

You may use the model withdrawal form at the bottom of this page, but you are not obliged to.

3. Hygiene Exception for Hot Tubs, Swim Spas, Cold Plunges and Sanitaryware

Article 16(e) of the EU Consumer Rights Directive excludes from the right of withdrawal the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery.

This exception applies to our hot tubs, swim spas, cold plunges, and to sanitaryware (toilets, bidets, wall-mounted basins) once installed. The right of withdrawal no longer applies to these products once any of the following has occurred:

  • The product has been filled with water, even partially;
  • The product has been connected to electricity or plumbing;
  • The product has been switched on, activated, or run;
  • Water has circulated through the jets, pumps, heaters or filters;
  • Chemicals have been added;
  • The product has been installed, assembled, or fixed in place using tools;
  • The product has been removed from its transport pallet in a way that prevents safe return transport;
  • The seal of an internal component has been broken in a way that compromises hygiene;
  • For sanitaryware: the product has been connected to plumbing or fixed to a wall, floor or fitting.

Once any of these events has occurred, the product can no longer be hygienically restored to a re-saleable condition. Withdrawal is then legally excluded.

4. Withdrawal for Saunas, Accessories and Chemicals

  • Saunas: the full 14-day right of withdrawal applies. The hygiene exception does not apply to saunas. Saunas must be returned unused, in original packaging, on the original pallet.
  • Accessories (covers, pillows, filters, spare parts, etc.): the full 14-day right of withdrawal applies, provided the item has not been used and where applicable any factory seal has not been broken.
  • Chemicals and water-care products: the right of withdrawal does not apply once the original factory seal of the container has been broken (Article 16(e) CRD).

5. Inspection Rights

You may open the outer packaging of any product to the extent necessary to inspect the product, just as you would in a physical showroom. Inspection alone does not exclude your right of withdrawal.

Please reseal the packaging immediately after inspection — damaged packaging may incur a diminished-value deduction in accordance with the schedule in section 7 below.

6. Return Conditions

For any return to be accepted, the product must be:

  • unused and uninstalled;
  • never filled with water (for hot tubs, swim spas and cold plunges);
  • never connected to electricity or plumbing;
  • hygienically intact;
  • in its original packaging;
  • on its original pallet or equivalent, ready for freight collection;
  • accessible at ground level for a freight vehicle.

If these conditions are not met, the return may be refused where the law permits, or the refund may be reduced under the diminished-value schedule below.

7. Diminished-Value Deductions (Article 14(2) CRD)

If a return is accepted but the product or its packaging shows signs of handling beyond what is necessary for inspection, we apply the following deductions from your refund:

Condition on return Deduction
Outer packaging damaged but product untouched 20%
Pallet removed; product handled but unused and clean 30%
Product connected to water or power (not filled / not run) 70%
Product filled with water, run, chemicals added, or otherwise used 100% (no refund)

For products other than hot tubs, swim spas and cold plunges, deductions are proportional to the loss of value and assessed case-by-case.

8. Return Shipping Costs (Article 14(1) CRD)

If you exercise your right of withdrawal, you bear the full cost of returning the goods to us. Hot tubs, swim spas, and cold plunges require professional freight transport. We can obtain a return-freight quote on your behalf at cost, or you may arrange the return freight yourself, provided the carrier is insured and capable of safe transport.

9. Return Approval (RMA) Process

All returns require prior written approval (RMA). To request approval, email hello@tworelax.com within the 14-day window with:

  • your order number;
  • photos or short video of the product showing its current condition;
  • confirmation that the product is unused, hygienically intact, never filled with water, never connected;
  • confirmation that the original packaging and pallet are available;
  • confirmation of access for freight collection;
  • your preferred return-freight method (we arrange / you arrange).

We will reply with an RMA number and the next steps within 2 working days. Returns shipped without an RMA number will not be accepted.

10. Refunds

If your return is approved and the returned goods are received in the condition stated, we refund:

  • the full product price;
  • the cost of standard delivery (our standard delivery option is free curbside delivery, so the standard-delivery refund is €0);
  • any add-on products purchased that have also been returned.

The following are not refunded:

  • Supplementary delivery costs you expressly chose, such as white-glove delivery (€400 or €600). Under Article 13(2) of the EU Consumer Rights Directive 2011/83/EU, we are only required to refund the cost of the cheapest standard delivery offered.
  • Return shipping costs (these are on you under section 8).
  • Any diminished-value deduction applied under section 7.

Refunds are issued to your original payment method within 14 days from the day we receive the returned goods, or from the day you provide evidence that you have sent them back — whichever is earlier.

11. Damaged or Defective Goods on Delivery

If your product arrives damaged or defective, please contact us within 24 hours of delivery with photos, video, and a written description. Late reporting may compromise our ability to recover the loss from our freight carrier and the manufacturer, and we reserve the right to refuse claims notified beyond this window where the law permits.

For genuine delivery damage or manufacturing defects, we cover the return cost and you have the choice of a free replacement, repair, or full refund.

12. Statutory Legal Guarantee

Nothing in this policy affects your statutory rights as a consumer under EU law. As the seller, Belvicon Ltd is directly responsible to you for the 24-month statutory legal guarantee under the EU Sale of Goods Directive (EU) 2019/771. Any defect that becomes apparent within the first 12 months from delivery is legally presumed to have existed at the time of delivery; during this period we bear the burden of proving otherwise. After the first 12 months, the burden of proof shifts to the customer. The full warranty terms (including the extended Wellis manufacturer's warranty) are set out in section 7 of our Terms of Service.

13. Disputes

If we cannot resolve a complaint between us, you have the right to use the European Commission's online dispute-resolution platform: https://ec.europa.eu/consumers/odr. We are not obliged to participate in arbitration before a national consumer dispute body.

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract. You are not required to use this form.)

To: Belvicon Ltd (TwoRelax)
Spyrou Kyprianou 78, Magnum Business Center, 3rd Floor, 3076 Limassol, Cyprus
Email: hello@tworelax.com

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

Order number: ___________________________________
Ordered on (*) / received on (*): __________________
Name of consumer(s): _____________________________
Address of consumer(s): __________________________
Signature of consumer(s) (only if this form is notified on paper): _______________
Date: ____________________________________________

(*) Delete as appropriate.