Terms of service
Terms and Conditions
Effective Date: 28 May 2026
These Terms and Conditions govern all purchases made via the online shop www.tworelax.com, operated by Belvicon Ltd, trading as TwoRelax, registered in the Republic of Cyprus under company number HE 492478.
1. Scope
These Terms and Conditions apply to all orders placed by consumers (B2C) through our online shop within the European Union.
A consumer is any natural person who concludes a legal transaction for purposes that are not predominantly related to their commercial or self-employed professional activity (Article 2(1) of Directive 2011/83/EU).
2. Contracting Party
The purchase agreement is concluded with:
Belvicon Ltd, trading as TwoRelax
Spyrou Kyprianou 78, Magnum Business Center, 3rd Floor
3076 Limassol, Cyprus
Cyprus Company Number: HE 492478
VAT: pending — to be added upon issuance
Managing Director: Sebastian Scott Hill
Email: hello@tworelax.com
Phone: +43 660 588 1567 (EU customer line)
3. Contract Formation
Product listings on our website are not legally binding offers but non-binding invitations to place an order.
By placing an order through the checkout, you make a binding offer to purchase the selected goods.
An automated order acknowledgement email is sent immediately after checkout to confirm receipt of your order. This acknowledgement does not constitute acceptance of your offer.
A binding contract is formed only when we send you a separate order confirmation email — typically within 1 to 3 working days — after we have verified availability with our supplier. If we cannot fulfil your order for any reason, we will notify you and refund any payment without delay.
4. Prices and Payment
All prices displayed on the website include statutory VAT (where applicable) and are stated in euros (EUR).
Accepted payment methods: credit card, debit card, PayPal, Klarna, EPS, Google Pay. Additional methods may be added.
Payment is due immediately upon checkout. In the case of non-payment we reserve the right to cancel the order.
5. Delivery and Performance Conditions
We deliver within the European Union, primarily to Germany and Austria.
The typical delivery period is 5 to 12 working days from order confirmation. Delivery times are estimates and not binding deadlines unless we have expressly agreed a fixed delivery date with you in writing.
Goods are delivered either directly from our suppliers (Wellis Magyarország Zrt. and other authorised manufacturers) to you, or via freight-forwarding partners arranged by TwoRelax.
Ownership of the goods transfers to you only after full payment has been received (retention of title).
We reserve the right to withdraw from the contract if delivery becomes impossible for reasons beyond our control, including stock shortages, production issues, or transport restrictions. In such cases we will notify you immediately and refund any payments made.
5.1 Missed Deliveries and Failed Delivery Attempts
Delivery of bulky goods such as hot tubs requires prior coordination and your presence (or that of an authorised representative) at the agreed delivery time.
A delivery attempt is considered failed if it cannot be completed for reasons attributable to you, including:
- absence at the agreed delivery time;
- incorrect or incomplete delivery address;
- failure to respond to delivery-coordination attempts;
- insufficient access conditions (e.g. narrow access, lack of unloading space);
- refusal of delivery without a legally valid reason.
In such cases we may charge any additional costs incurred (redelivery, return transport, storage, handling fees). If a delivery attempt fails for reasons attributable to the carrier or supplier, no additional costs are charged to you.
6. Shipping, Returns, and Costs
Shipping options and costs are displayed during checkout. We currently offer:
- Free curbside delivery (standard);
- White-glove delivery (2-person) — paid upgrade;
- White-glove delivery with crane service — paid upgrade.
Cancellation and returns are governed by our Refund & Cancellation Policy. In summary:
- Free cancellation before the product has been dispatched from our supplier's warehouse;
- 14-day right of withdrawal after delivery for products to which the right applies;
- Hygiene exception under Article 16(e) CRD for hot tubs, swim spas, cold plunges and installed sanitaryware;
- Return shipping costs are borne by you (Article 14(1) CRD) for withdrawals;
- For damaged or defective goods, return costs are covered by TwoRelax;
- Supplementary delivery costs you expressly chose (e.g. white-glove delivery) are not refunded under Article 13(2) CRD — only the cheapest standard delivery is refunded, which is €0 in our case.
7. Warranty and Liability
As the seller, Belvicon Ltd is directly responsible to you for the statutory legal guarantee of 24 months from delivery, in accordance with the EU Sale of Goods Directive (EU) 2019/771 and the consumer protection laws of the Republic of Cyprus. Mandatory consumer protections under the laws of Germany or Austria, where applicable to your purchase, are unaffected by this clause.
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 12-month period we bear the burden of proving otherwise. After the first 12 months, the customer carries the burden of demonstrating that the defect pre-existed delivery.
In addition to the statutory legal guarantee, the manufacturer Wellis Magyarország Zrt. provides a voluntary extended manufacturer's warranty which we administer on your behalf. This extended warranty supplements your statutory rights — it does not replace or limit them. Extended periods from delivery:
| Component | Wellis-branded | OEM | Holiday Let |
|---|---|---|---|
| Shell structure | 10 years | 7 years | 5 years |
| Shell surface | 7 years | 3 years | 3 years |
| Cabinet, plumbing, control electronics | 3 years | 2 years | 1 year |
| Components (pumps, ozone, audio, LED, UV-C system) | 2 years | 2 years | 1 year |
| UV-C bulb | 1 year | 1 year | 1 year |
Warranty claims cover manufacturing defects existing at the time of delivery (subject to the 12-month presumption above). The following are not covered, either under the statutory legal guarantee or under the extended manufacturer's warranty:
- Damage from improper installation, including incorrect electrical wiring or plumbing connection;
- Damage caused by inappropriate chemicals, incorrect water chemistry, or improper maintenance;
- Freezing damage to the shell, pipes, pumps or components — winterising is the customer's responsibility when the tub is not in use;
- Damage to property surrounding the tub, including flooring, walls, decking, paving, concrete slabs, masonry and ground works;
- Costs of demolition, removal, refitting or reconstruction of any structure built around or supporting the tub (decking, surrounds, electrical works);
- Indirect, incidental, or consequential damages (including loss of use, loss of earnings, or substitute hire) except where caused by our gross negligence or intent;
- Transit damage occurring before delivery — these are handled as a transit-damage claim and must be reported by you in writing with photographic evidence within 24 hours of delivery.
If you believe a warranty case has arisen, please contact us first at hello@tworelax.com with photos, video, and a description of the fault. We will coordinate the remedy — repair, replacement, refund, or proportionate price reduction — and handle the manufacturer interaction on your behalf.
This limitation of liability does not affect mandatory consumer protection rights under EU law or under the laws of Cyprus, Germany or Austria as applicable.
8. Right of Withdrawal
Your right of withdrawal, the exceptions to it (in particular the hygiene exception under Article 16(e) CRD), the conditions for returning goods, return shipping costs, diminished-value deductions, and the refund process are set out in full in our Refund & Cancellation Policy, which forms an integral part of these Terms and Conditions.
9. Retention of Title
The goods remain our property until full payment has been received.
10. Governing Law and Jurisdiction
This contract is governed by the laws of the Republic of Cyprus, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).
Mandatory consumer-protection provisions of your country of residence (in particular the laws of Germany or Austria, where applicable) remain unaffected, in accordance with Article 6 of the Rome I Regulation (EC) No 593/2008.
11. Dispute Resolution
The European Commission provides an online dispute-resolution (ODR) platform at https://ec.europa.eu/consumers/odr.
We are not obliged or willing to participate in arbitration proceedings before a national consumer dispute-resolution body.
12. Severability
If any provision of these Terms and Conditions is found to be unenforceable for any reason, the remainder of the provision and of these Terms and Conditions remains in full force and effect.