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Returns & Refunds Policy
Last updated: January 5, 2026
Quick summary
14-day returns (from delivery) Free return if unopened & seal intact Damaged / wrong item: we fix it fast EU legal guarantee: 2 years (manufacturing defects)
1) Change-of-mind returns (14 days)
You may return eligible items within 14 days of delivery if you changed your mind.
- Item must be unused and in original condition
- Item must be in original packaging
- If the item is sealed, the seal must be unbroken
- Return request must be submitted within 14 days
2) Free return shipping (unopened)
We provide a free return method when the return is eligible and the product is unopened (seal intact where applicable).
If the product is opened, used, or shows signs of wear, we may refuse the return or (where permitted) deduct:
- Return shipping costs
- A reasonable handling/restocking deduction (only where legally permitted)
How to start a return
Email our support team with:
- Your order number
- The item(s) you want to return
- A short reason (optional, but helpful)
Contact: info@twenty4hq.com
Refund timing
After we receive and inspect your return, we’ll confirm approval. If approved, refunds are issued to the original payment method. Banks and card providers may take additional time to post the refund.
Damaged, defective, or wrong item
If your item arrives damaged, defective, or you received the wrong item, contact us within 48 hours of delivery with photos/video. We will provide a replacement or refund and cover return/shipping costs where appropriate.
EU/EEA consumer rights & 2-year legal guarantee
If you are a consumer in the EU/EEA, you may have mandatory rights under applicable consumer protection laws. PAINNEX products are covered by a 2-year legal guarantee for manufacturing defects or lack of conformity from the delivery date. Nothing in this policy limits those rights.
Business information
Operator
XXIV EUROPE OÜ
Registry code
17395617
VAT
EE102935633
Address
Pärnu mnt 139b, 11317 Tallinn, Estonia
Email
Website
