At Restelle, your satisfaction means everything to us. If for any reason you're not completely happy with your purchase, we offer a 30-day guarantee on our standard products.
Recognising Your Charge
Charges from Restelle will appear on your bank or credit card statement as "SP RESTELLE". If you see this charge and don't recognise it, please check whether you or someone in your household placed an order before contacting your bank. You can always reach us at info@myrestelle.com and we'll help you identify the order.
Return Eligibility
To be eligible for a return, all of the following must apply:
– The product must be unopened, unused, and in its original sealed condition.
– The product was purchased directly from myrestelle.com.
– The return is requested within 30 days of the delivery date.
– The guarantee may only be used once per product, per order.
We do not accept returns or issue refunds for products that have been opened, used, or tampered with for health, safety, and hygiene reasons.
How to Request a Return
To start a return, email us at info@myrestelle.com with your order number. Here's what happens next:
– We'll confirm your eligibility and provide return instructions.
– Once we receive and inspect the returned item, we'll notify you of the outcome.
– Approved refunds will be issued to your original payment method within 10 business days.
– Please allow an additional 5–10 business days for the refund to appear on your bank statement.
All returns are subject to approval. We reserve the right to deny returns that do not meet the above conditions.
Subscriptions
We do not offer refunds on subscription orders that have already been processed and shipped. However, you always have full control over your subscription. Through your customer portal you can:
– Pause your subscription (for 1, 2, or 3 months)
– Skip your next order
– Delay or reschedule upcoming deliveries – Change your delivery frequency
– Update your payment method or delivery address
– Cancel your subscription entirely
Important: To avoid being charged, please make any changes before your next billing date. You can find your next billing date in your customer portal. Access your portal via the link in your order confirmation email, or log in at myrestelle.com/account.
If you're having trouble accessing your portal or managing your subscription, contact us at info@myrestelle.com and we'll help you right away.
European Union Customers
In addition to our standard policy, EU customers have the right to cancel or return orders within 14 days of delivery for any reason, in accordance with the EU Consumer Rights Directive. All standard return conditions apply.
For subscriptions, the 14-day right of withdrawal applies to your first subscription order. After the initial 14-day period, you can cancel your subscription at any time via your customer portal to prevent future charges. Any orders already processed and shipped prior to cancellation are not eligible for a refund.
Faulty, Incomplete, or Incorrect Orders
We take great care in preparing and packing each order. If you've received an item that is defective, incomplete, or incorrect, please email us at info@myrestelle.com with:
– Your order number
– A brief description of the issue
– A clear photo of the item(s) received
We'll review your request and make it right as quickly as possible.
Before You Order
We're a small business committed to sustainability and thoughtful operations. Incorrect or accidental orders not only impact our team but also create unnecessary environmental waste. We kindly ask you to double-check your order details before completing checkout.
While we handle each return request individually, we reserve the right to deny free returns for orders placed in error.
Contact Us
Have a question about your order, subscription, or a charge on your statement? We're here to help and typically respond within 24 hours.
Email: info@myrestelle.com Website: myrestelle.com Customer portal: myrestelle.com/account
Please always reach out to us first if you have any concerns about your order or a charge. We can almost always resolve the issue faster than your bank can.
Legal Terms
This refund policy is governed by the laws of the Netherlands. By making a purchase, you agree to these refund terms. We reserve the right to update this policy at any time, with changes effective immediately upon posting on our website.
