Refund policy

30-day returns
You have 30 days after receiving your order to request a return. Items must be unused, in the condition you received them and in their original packaging, with proof of purchase.

EU right of withdrawal (14 days)
If you are a consumer in the European Union, you also have the statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. This applies to all products, including discounted items. To exercise it, send us a clear statement by email or use our withdrawal form. You must then send the goods back within 14 days of notifying us.

How to return
Contact us first at kimmo@freexperience.com. Items sent back without contacting us first cannot be processed. Return address: FreeXperience, Rue des Pres 73, 4802 Heusy, Belgium.

Return shipping costs
Return shipping is paid by the customer, except when the item is defective or we sent the wrong item. Within the EU, we send you a return shipping label, and its cost is deducted from your refund. From outside the EU, please return the item using the most economical shipping option, at your own cost.

Refunds
We refund the price of the product and the original standard delivery cost to your original payment method within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them. If you return only part of an order, delivery costs are refunded only where the whole order is returned. You are responsible for any loss in value resulting from handling the goods beyond what is necessary to establish their nature and functioning.

Defective, damaged or wrong items
Please check your order on arrival and contact us if an item is defective, damaged or not what you ordered. Consumers in the EU are covered by the two-year legal guarantee of conformity; we repair, replace or refund in accordance with it.

Exceptions
Gift cards cannot be returned. Noseclips are delivered in a sealed bag and cannot be returned for hygiene reasons once the seal has been broken, unless they are defective.

Exchanges
The fastest way to get a different size or model is to return the original item and place a new order.

Questions about a return: kimmo@freexperience.com.