Returns and Refunds Policy

Last update: September 15, 2026

1. Statutory right of withdrawal

Consumers have the right to withdraw in cases provided for by applicable law.

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

To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement.

You can contact us at: hallo@meinsculpd.de.

2. Effects of withdrawal

In the event of a valid exercise of the right of withdrawal, we will refund the payments received, including any standard delivery costs provided for by applicable law.

The refund will be issued without undue delay and, in cases provided for by law, within 14 days of the notice of withdrawal.

We will use the same method of payment used for the initial transaction, unless otherwise expressly agreed.

In cases permitted by law, we may withhold the refund until we have received the goods or until the customer has provided proof of shipment of the return.

The direct costs of returning the products are borne by the customer, unless the product is defective, damaged, non-compliant, or different from what was ordered.

3. Condition of goods in case of withdrawal

The product may be examined to the extent necessary to establish its nature, characteristics, and functioning.

The customer is responsible for any diminished value resulting from handling other than what is necessary to perform such verification.

Depending on the circumstances, the refund may be reduced in proportion to the decrease in value if the product:

• shows obvious signs of use beyond normal verification;
• is dirty, damaged, or incomplete;
• shows odors, stains, or signs of wear;
• has been used beyond what is necessary to verify its characteristics;
• is returned without the accessories or components originally included.

Statutory rights in case of defective or non-compliant products remain unaffected.

4. Voluntary 30-day return

In addition to the statutory right of withdrawal, Kneeflex voluntarily offers the possibility to request a return within 30 days of receiving the product.

This voluntary commercial policy is independent of the statutory right of withdrawal and in no way limits the rights granted to consumers.

Conditions for voluntary return

To qualify for the 30-day voluntary return, the product must:

• be the subject of a request submitted within 30 days of receipt;
• be clean and dry;
• be free of stains, odors, or damage;
• be returned complete with the accessories and components originally included;
• be properly packed to prevent damage during transport;
• be traceable to the purchase via the order number or other proof of purchase.

Return costs are borne by the customer, unless the product is defective, damaged, non-compliant, or different from what was ordered.

The refund related to a voluntary return is issued after receipt and inspection of the returned product.

Processing times are generally between 7 and 14 business days from receipt and inspection of the return.

5. Partial refund without return

In certain circumstances, Kneeflex may voluntarily offer a partial refund without requiring the return of the product.

Depending on the case, the commercial offer can be up to 30% of the purchase price.

This solution is proposed exclusively at our discretion after evaluating the request and does not constitute an automatic right.

This option does not limit the right of withdrawal, the legal warranty, or other non-derogable consumer rights.

6. Defective, damaged, or incorrect products

If the product received is defective, damaged, non-compliant, or different from what was ordered, please contact us as soon as possible at:

hallo@meinsculpd.de

To allow us to quickly examine the request, we recommend including:

• the order number;
• the e-mail address used for the purchase;
• a brief description of the problem;
• clear photos or videos of the product;
• photos of the packaging, if relevant.

After reviewing the case, we may offer, depending on the situation and applicable rights:

• a replacement of the product;
• a return;
• a refund;
• another appropriate solution.

If it is determined that the product is defective, damaged, non-compliant, or different from what was ordered, we will cover the reasonable costs of return or offer an adequate alternative solution.

7. Return procedure

To initiate a return request, first contact our customer service at:

hallo@meinsculpd.de

In your message, please provide:

• the order number;
• full name;
• the e-mail address used for the purchase;
• the reason for the request;
• photos or videos, if the product has a problem.

After examining the request, we will provide you with the necessary instructions to make the return.

8. Return address

The return address will be provided via e-mail after the request has been opened and verified.

Please use only the return address provided by our customer service.

For safer handling of the return:

• use tracked shipping whenever possible;
• keep the receipt and tracking number;
• pack the product properly;
• do not use collect-on-delivery shipping without our prior confirmation.

9. Packaging instructions

To reduce the risk of damage during transport:

• use the original packaging, if available, or sturdy packaging;
• ensure the product is properly protected;
• if possible, place the order number inside the package;
• seal the package securely.

For returns made under the 30-day voluntary policy, products that are damaged, dirty, incomplete, or significantly used may not meet the conditions of the commercial policy.

10. Order cancellation

If you wish to cancel an order, please contact us as soon as possible at:

hallo@meinsculpd.de

We will do our best to stop processing, but we cannot guarantee cancellation if the order has already been processed or shipped.

Once shipped, the order can be managed according to the conditions related to the right of withdrawal or the applicable return policy.

11. Refunds

After receipt and inspection of the return, we will inform you of the outcome of the request.

When a refund is due or approved, it is typically issued using the same payment method used for the purchase, unless otherwise agreed or required by applicable law.

After the refund is issued, your bank, card issuer, or payment provider may take a few business days to process it.

If you believe that a confirmed refund is experiencing an unusual delay, please contact us at: hallo@meinsculpd.de.

12. Products subject to return limitations

To the extent permitted by law, certain product categories or specific product conditions may result in limitations within our voluntary return policy.

These may include, for example:

• products returned damaged, dirty, or incomplete;
• products with obvious signs of use, odors, or stains;
• products used beyond what is necessary for normal verification;
• products subject to specific hygiene limitations in cases provided for by law;
• gift cards or vouchers, where applicable.

Any exclusions from the voluntary commercial policy do not limit the non-derogable rights granted by law, including rights related to defective or non-compliant products.

13. Contact

For questions regarding returns, refunds, or cancellations, you can contact our customer service.