Return Policy

Overview

At Own Your Wellness we want you to be completely satisfied with your Comfort Neck Brace. This policy explains how returns and refunds work, including your statutory right of withdrawal under EU law and our additional voluntary 30-day money-back return. It applies to purchases made through ownyourwellness.store. Nothing in this policy limits or replaces the mandatory consumer rights you have under Spanish and EU law.

Your statutory right of withdrawal (14 days)

If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason, in accordance with Directive 2011/83/EU and the Spanish consolidated Consumer Protection Act (Real Decreto Legislativo 1/2007, TRLGDCU).

The withdrawal period expires 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods.

To exercise your right of withdrawal you must inform us of your decision by a clear statement. You can:

  • email us at hola@ownyourwellness.store stating your order number and your wish to withdraw; or
  • use the model withdrawal form, which we will provide free of charge on request.

To meet the withdrawal deadline, it is enough that you send your communication before the 14-day period has expired.

Effects of withdrawal

If you withdraw, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 calendar days from the day we are informed of your decision. We will make the reimbursement using the same means of payment you used for the initial transaction, unless you expressly agree otherwise; you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied proof that you have sent them back, whichever is earliest. You must send back the goods without undue delay and no later than 14 calendar days from the day you communicate your withdrawal. You are responsible for the direct cost of returning the goods, and you are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Our voluntary 30-day money-back return

In addition to, and without prejudice to, your statutory right of withdrawal, we offer a voluntary 30-day money-back return. You may request a return within 30 calendar days of receiving your order. This commercial guarantee is offered by Own Your Wellness on top of your legal rights and never replaces or reduces them: if the statutory conditions are more favourable to you, those apply.

Condition of returned items

The Comfort Neck Brace, a high-density foam cervical collar, is a body-worn hygiene item. To be eligible for a voluntary return, the product must be unused and in as-new condition, with no signs of wear, odour or soiling, and returned in its original packaging with any tags intact. This condition applies to the voluntary policy; it does not affect your statutory right of withdrawal, under which you may inspect the product as you would in a physical shop.

How to start a return

To start any return, email hola@ownyourwellness.store with your order number and, where relevant, a short description of the issue. We will confirm the return address and the next steps. Please do not send items back before receiving our confirmation.

Return shipping costs

For voluntary returns and for withdrawals under your statutory right, you are responsible for the direct cost of returning the product to us. We recommend using a trackable service, as you are responsible for the item until it reaches us. If the product arrives damaged, defective or incorrect, Own Your Wellness will cover the cost of return shipping, as set out below.

Damaged, defective or incorrect items

If your order arrives damaged, defective, or you received the wrong item, contact us at hola@ownyourwellness.store within a reasonable time of delivery, ideally with photos. In these cases we will arrange and pay for the return and, at your choice and where available, send a replacement or issue a full refund. This is in addition to the legal guarantee of conformity you enjoy under Spanish and EU law.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. For approved voluntary returns, refunds are processed within 5 to 10 business days after we receive and inspect the goods. For withdrawals under your statutory right, refunds are made within 14 calendar days as described above. Refunds are always issued to the original payment method. The time it takes for the funds to appear may depend on your bank or payment provider.

Dispute resolution

If you have a concern, please contact us first at hola@ownyourwellness.store and we will do our best to resolve it. If we cannot reach a solution, you may, as a consumer, seek an out-of-court resolution through the Spanish consumer arbitration system (Sistema Arbitral de Consumo) via the competent Junta Arbitral de Consumo, submission to which is voluntary for both parties. You may also contact the consumer authorities of your Autonomous Community or the competent Spanish courts.

Governing law and jurisdiction

This policy and any purchase made through ownyourwellness.store are governed by the laws of Spain and applicable EU regulations. Any dispute shall be subject to the jurisdiction of the competent courts of Spain, without prejudice to any mandatory consumer protection rules that grant you the right to bring proceedings before the courts of your place of residence.

Company details and contact

This store is operated under the brand Own Your Wellness.

  • Legal company name: [Legal company name]
  • Registered address: [Registered address]
  • Tax ID / VAT number: [Tax ID / VAT number]
  • Email: hola@ownyourwellness.store

Effective date: [Effective date]