By subscribing to a Restelle product, you agree to the following terms regarding recurring billing, cancellation, and refunds. Please read this policy carefully before completing your subscription purchase.
Subscription Agreement
When you purchase a subscription through myrestelle.com, you authorise Restelle to charge your selected payment method on a recurring basis at the interval you selected at checkout (e.g. every 30, 60, or 90 days). This authorisation remains in effect until you cancel your subscription through one of the methods described below.
By completing your subscription purchase, you acknowledge and agree that:
– You are entering into a recurring billing agreement.
– Your payment method will be charged automatically on each billing date.
– It is your responsibility to cancel or modify your subscription before your next billing date if you no longer wish to be charged.
– All charges will appear on your bank or credit card statement as "SP RESTELLE".
How to Cancel
You may cancel your subscription at any time, for any reason, at no additional cost. There are no cancellation fees, minimum commitments, or notice periods beyond your next billing date.
To cancel, use one of the following methods:
- Self-service (immediate): Log in to your customer portal at myrestelle.com/account and cancel directly. Your cancellation will be confirmed on-screen and via email immediately.
- Email (within 24 hours): Send a cancellation request to info@myrestelle.com with your full name and order number. We will process your cancellation and send written confirmation within 24 hours.
A cancellation is only effective once you have received a confirmation email from Restelle. If you do not receive confirmation within 24 hours of your request, please contact us again.
Effect of Cancellation
Upon successful cancellation:
– No further orders will be created, processed, or shipped.
– No further charges will be applied to your payment method.
– Your access to the customer portal remains active for reactivation purposes.
– Any subscription discounts associated with your subscription will be forfeited upon cancellation.
Cancellation does not apply retroactively. Orders that have already been processed and/or shipped prior to your cancellation confirmation are not eligible for refund under this policy. For returns on shipped orders, our standard Refund Policy applies.
Alternatives to Cancellation
Before cancelling, you may prefer one of the following options, all available through your customer portal at myrestelle.com/account:
– Pause your subscription for 1, 2, or 3 months
– Skip your next scheduled order
– Delay or reschedule your next delivery
– Change your delivery frequency (e.g. from every 30 days to every 60 days)
– Modify products, variants, or quantities in your subscription
– Update your payment method or delivery address
These changes take effect immediately and do not require you to cancel your subscription.
Billing & Charges
Your subscription billing date is determined by the date of your initial subscription purchase. Your next billing date is always visible in your customer portal.
To avoid a charge, you must cancel or modify your subscription before 00:00 CET on your next billing date. Charges processed on or after your billing date are considered authorised and are non-refundable under this policy.
Restelle will never charge your payment method after a subscription has been successfully cancelled. If you believe a charge was made in error after cancellation, please contact us at info@myrestelle.com with your cancellation confirmation email. We will investigate and resolve the matter within 48 hours.
Failed Payments
If a scheduled payment fails (e.g. due to an expired card or insufficient funds), we will notify you by email and may reattempt the charge. You can update your payment method at any time via your customer portal. Repeated failed payments may result in automatic suspension of your subscription.
Refunds on Subscription Orders
We do not offer refunds on subscription orders that have already been processed and shipped. This includes orders processed on or before your cancellation date.
Exceptions may apply in the following circumstances:
– You received a defective, damaged, or incorrect product (see our Refund Policy)
– A charge was made after your confirmed cancellation date (provide confirmation email as evidence)
– You are exercising your EU right of withdrawal within 14 days of your first subscription order
All refund requests are evaluated on a case-by-case basis in accordance with our Refund Policy and applicable law.
EU Consumer Rights
In accordance with the EU Consumer Rights Directive (2011/83/EU), customers within the European Economic Area (EEA) have the right to withdraw from their subscription within 14 calendar days of receiving their first subscription order, without providing any reason.
To exercise this right, notify us at info@myrestelle.com within the 14-day period. Eligible refunds will be processed within 14 days of our receipt of the returned product, in accordance with our Refund Policy.
After the 14-day withdrawal period, you retain the right to cancel your subscription at any time to prevent future charges. However, orders already processed and shipped are not eligible for a refund solely on the basis of cancellation.
This policy does not affect any additional rights you may have under your local consumer protection laws.
Dispute Resolution
If you have a concern about a charge, your subscription, or any aspect of our service, we strongly encourage you to contact us directly at info@myrestelle.com before initiating a dispute with your bank or payment provider.
We maintain records of all subscription agreements, billing dates, cancellation confirmations, and customer communications. In the event of a payment dispute, we will provide this documentation to the relevant payment processor or financial institution.
Filing a chargeback or payment dispute does not constitute a valid cancellation of your subscription. If you wish to cancel, please follow the cancellation procedures described above.
Record Keeping
Restelle maintains the following records for each subscription:
– Date and time of subscription creation
– Products, pricing, and billing interval selected at checkout
– Consent to recurring billing (captured at checkout)
– All billing dates and payment confirmations
– All cancellation requests and confirmation emails
– All customer communications related to the subscription
These records may be used as evidence in the event of a payment dispute.
Reactivation
You may reactivate a cancelled subscription at any time through your customer portal. Reactivation constitutes a new authorisation for recurring billing under the terms of this policy.
Modifications to This Policy
Restelle reserves the right to modify this policy at any time. Changes will take effect immediately upon posting on our website. Your continued use of our subscription service after any modification constitutes acceptance of the revised terms. For material changes affecting your billing or cancellation rights, we will notify active subscribers by email at least 14 days before the changes take effect.
Governing Law
This policy is governed by and construed in accordance with the laws of the Netherlands. Any disputes arising from or relating to this policy shall be subject to the exclusive jurisdiction of the courts of the Netherlands, without prejudice to mandatory consumer protection provisions in your country of residence.
Contact
Email: info@myrestelle.com Customer portal: myrestelle.com/account
If you have any issues with your subscription or a charge on your statement, please contact us first. We respond within 24 hours and can almost always resolve the issue faster than your bank can.
