Terms of service
GENERAL INFORMATION
Ecom World ApS
CVR no.: 42170739
Reliefr
Vesterbrogade 208
1800 Frederiksberg C
Denmark
info@reliefr.com
PRICES
If an item is delayed, on back order or sold out, we will let you know as soon as we can and tell you what we can do. For example, we can refund your money or help you find a similar product elsewhere.
PAYMENT
Reliefr accepts payment by card (Visa, Mastercard, Maestro, American Express), PayPal, Klarna (most countries), Scalapay (most countries), Apple Pay and Google Pay. In some countries you can also pay with Bizum (Spain), Satispay (Italy), MB WAY (Portugal) or Przelewy24 (Poland). We only take the payment when your order is shipped. All prices are in euro and include VAT.
RESERVATION OF AMOUNT
If you pay with an international payment card, the amount is reserved straight away. It stays reserved on your card or account until:
-
your order is shipped and the amount is charged, or
-
the reservation is released under your card issuer's terms.
Your card issuer's website has more about the rules for your card. We do not charge card fees.
DELIVERY
Orders placed before 11:00 (CET) on a weekday are shipped the same day. Orders placed after that are shipped the next working day.
We ship all over Europe, but you need to order from the website for your country:
reliefrshop.shop: Denmark only
reliefr.no: Norway only
reliefr.se: Sweden only
reliefr.nl: the Netherlands
reliefr.be: Belgium
reliefr.com: all other EU countries
Your order arrives 2-3 working days after it has been shipped. Depending on your country, we ship with DHL, Hermes, Mondial Relay, Colis Privé or Posti, either to a parcel shop or to your home. The shipping price depends on your country and is shown at checkout. Shipping to a parcel shop is free on orders of €100 or more.
RIGHT OF COMPLAINT
When you shop with us as a consumer, consumer protection law applies. You have the right to complain about defects in materials or manufacturing for 2 years from the day you received the item.
If your complaint is justified, you can have the item repaired, replaced or refunded, or get a price reduction, depending on the situation.
The right of complaint does not cover damage caused by incorrect use, careless handling or poor packaging.
You must complain within a reasonable time after you discover the defect. If you complain within 2 months, your complaint will always count as being in time.
If your complaint is accepted, we will refund your reasonable shipping costs. Always pack the item well when you return it, and keep the shipping receipt so we can pay you back.
Returns, complaints and returns under the right of withdrawal must be sent to our warehouse.
Important: Please do not send a parcel without agreeing it with us first. Contact us at info@reliefr.com to arrange your return. We cannot handle parcels we have not been told about, and we only accept returns sent directly to the return address we give you.
LIFETIME INSURANCE
We offer lifetime insurance on selected products. When you complete your payment, you can see whether this insurance applies to your product.
Lifetime insurance works as an extended right of complaint. By law, you generally have a 2-year right of complaint for manufacturing defects. With lifetime insurance, you are covered for the whole lifetime of the product. Please note that the insurance does not cover damage caused by incorrect use or damage you cause yourself.
EXTENDED RIGHT OF WITHDRAWAL
As a consumer, you have an extended 30-day right of withdrawal when you shop with us. It ends 30 days after the day you placed your order. Please note that the 30 days count from the order date, not from the day you received your order. If your order arrives more than 2 weeks after you bought it, the statutory 14-day right of withdrawal applies. This means that whatever happens, you always have at least 14 days to withdraw.
So you have 30 days from the order date to tell us that you want to cancel your purchase. You can email info@reliefr.com or use the standard withdrawal form at the bottom of these terms and conditions.
You cannot cancel your purchase by refusing to accept the delivery without also telling us.
PLEASE NOTE: We offer a 30-day satisfaction guarantee, but with one important condition:
The guarantee only applies if you have not felt any effect or relief.
If you have felt an improvement or relief, the ordinary 14-day right of withdrawal applies from the day you receive the item.
This means:
No effect? You have up to 30 days to get your money back.
Do you feel an effect and become pain-free? Then we are glad, and the ordinary 14-day right of return applies.
We do this to protect the guarantee from misuse, so that we can keep offering fair, risk-free purchases to everyone who really needs help.
Thank you for shopping honestly.
PARTIAL RETURNS
If you have bought several items, you can return one or more of them, even if they were in the same order. Please note: if you return only part of your order, the shipping costs are not refunded.
RETURNS WITH A QUANTITY DISCOUNT
If you return part of an order that was bought with a quantity discount, the discount no longer applies.
Example:
An order is placed for 2 units of a product.
1 product for €139
2 products for €239 (you save €39)
The saving only applies to product number 2. This means that if you return one product, you are refunded €100, which is the price of product number 2, and not half of €239.
RETURNS
Once you have told us that you want to withdraw from your purchase, you have 14 days to send the item back.
You pay for the return shipping yourself, and you bear the risk if the item is damaged on the way. This means the item is your responsibility from the time it is delivered to you until we have received it back.
Please pack the item well. To help us process your return faster, we recommend putting a copy of your order confirmation in the parcel.
If you would like to use our return label, we can arrange one for you. It costs €10, which we deduct from your refund. Email info@reliefr.com to arrange a return label.
Please note: Do not send a parcel without agreeing it with us first. We only process returns sent to the correct address.
You cannot cancel your purchase by refusing to accept the parcel without telling us.
Terms for the Black Month competition
For Black Month, we are holding a competition in which one customer can win a year's supply of our cream range, with a total value of 7,524 Danish kroner.
The prize consists of:
* 12 x Restore Fodcreme
* 12 x Magnesium Lotion
* 12 x Heat Roll-on Varmecreme
Taking part
All customers who make at least one purchase with us between 1 November and 30 November 2026 (inclusive) are automatically entered into the competition, whatever the size of the purchase.
Each customer gets one entry, however many orders they place during the competition period.
The competition is open to customers in the EU countries we deliver to and in Norway. One winner is drawn from all valid entries across these countries.
If all of a customer's purchases from the competition period are cancelled or returned under our 30-day satisfaction guarantee, their entry no longer counts. If the customer keeps at least one order or part of an order, the entry still counts.
Drawing the winner
The winner is chosen by a random draw from all valid entries.
The winner will be drawn on 30 December 2026.
We will contact the winner directly using the contact details given with the purchase. If the winner does not reply within 7 days, we reserve the right to draw a new winner.
Delivery of the prize
The winner receives the whole prize in one shipment of 12 units of each of the three products.
The prize will be sent no later than 14 days after the winner has been found and has confirmed their delivery details.
The prize cannot be exchanged for cash or other products.
UNCOLLECTED PARCELS
If you do not collect your parcel from the parcel shop within 7 days, it will be sent back to us. You will then be charged the actual return costs the carrier charges us.
If you would like the parcel sent again, you will need to pay the shipping again.
CONDITION OF RETURNED ITEMS
You are only responsible for any loss in value if you have handled the item more than needed to find out what it is like and how it works, in the same way you could try it in a shop.
If the item has been used beyond this, it counts as used. You will then get only part of the amount back, or nothing, depending on the item's value when we receive it. In some cases, this may mean that only the shipping costs are refunded.
We recommend returning the item in its original packaging. Missing or damaged packaging only leads to a deduction if it actually lowers the value of the item, and the deduction then matches the actual loss in value.
To get the full amount back, you may test the item, but not actually start using it.
REFUND
If you cancel your purchase, we refund the amount you have paid us. Any loss in value that you are responsible for will be deducted.
All payments, including standard shipping costs (but not any extra costs if you chose a more expensive delivery method), are refunded without undue delay and no later than 14 days after we receive your cancellation.
The refund is made to the same payment method you used for the purchase, unless we have agreed otherwise.
We may hold back the refund until we have received the item back or you have shown us proof that you have sent it back.
PRIORITY SHIPPING AND INSURANCE
If you choose priority shipping and insurance when you order, your order is handled first in our warehouse. This usually means faster delivery.
The insurance covers damage to the product during transport, but not damage to the packaging. If you receive a damaged item, please contact our customer service with photos of both the product and the packaging, so we can help you as quickly as possible.
CANCELLATION OF PURCHASE
If you have changed your mind about your purchase, you can cancel your order yourself here. Please note that the order cannot be cancelled if our warehouse has already packed it. In that case, the parcel must be sent back to us before we can refund your purchase.
REVIEWS
We use four types of reviews: TrustedShop, Google Reviews, Trustpilot and product reviews.
Product reviews are collected through the app Trustoo.io, which checks that each review comes from a real customer who has placed an order with us.
This means all product reviews are 100% genuine, just like those on Trustpilot.
Last updated: 27 January 2026
MOBILE TERMS
Reliefr
Last updated: 16 November 2024
Reliefr's text message service (the "Service") is run by Reliefr ("Reliefr", "we" or "us"). By using the Service, you accept these terms. We may change or end the Service or any of its features without notice. To the extent the law allows, we may also change these terms at any time, and if you keep using the Service, you accept the changes.
By agreeing to our text message service, you agree to receive recurring text messages from Reliefr, sent by an automated system, to the mobile number you have given us, even if your number is on a do-not-call register.
The messages may include offers, reminders (such as basket reminders) and other marketing.
You do not have to sign up to shop with us, and your consent is not a condition of any purchase.
We do not charge for the Service, but your mobile provider may charge for messages and data. How often we send messages varies. Please check your mobile plan or contact your provider for details.
You can unsubscribe at any time by texting STOP to Reliefr or by using the unsubscribe link in a message (where available). You will receive one confirmation message, and no more messages will be sent unless you sign up again.
For help, text HELP to Reliefr or email info@reliefr.com.
We may change the short code or phone number we use for the Service and will let you know if we do. Messages sent to an old number may not be received, and we cannot act on STOP or HELP requests sent to an old number.
Mobile providers are not responsible for delayed or lost messages. You agree to give us a valid mobile number. If you change your number, you need to sign up again with your new number.
To the extent the law allows, we are not liable for failed, delayed or misdirected messages sent through the Service.
We respect your privacy. To see how we collect and use your personal data, please read our privacy policy.
COMPLAINTS
If you would like to complain about a purchase, please contact us at info@reliefr.com. If we cannot find a solution together, you can send a complaint to the Danish complaints board Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark, through the Nævnenes Hus complaints portal.
You can also get free help with cross-border purchases from the European Consumer Centre in your own country: eccnet.eu
COMPANY INFORMATION
Ecom World ApS
CVR no.: 42170739
www.reliefr.com
Vesterbrogade 208, 1800 Frederiksberg C, Denmark
info@reliefr.com
Terms and conditions last updated: 24 September 2026
STANDARD WITHDRAWAL FORM
(Only fill in and return this form if you wish to withdraw from the contract)
To: Ecom World ApS, Vesterbrogade 208, 1800 Frederiksberg C, Denmark, info@reliefr.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.
