Return & Refund Policy

At BEFE, we want you to be satisfied with your purchase. In addition to your statutory consumer rights, we provide a 30-day voluntary return policy subject to the conditions below.

1. 30-Day Return Period

You may request a return within 30 days of receiving your order. To initiate a return, please contact:

  • Email: BefE.EU@befelab.com

Please include:

  • order number;

  • name used for the order;

  • product name;

  • reason for return;

  • photographs where relevant.

Return Address for Approved Returns: Once your return has been confirmed with our customer service, please ship eligible items to our return address: New Ouda GmbH Brakenhof 24 31629 Estorf Germany

2. Return Conditions

For hygiene, safety, and product-quality reasons, returned products must generally be:

  • unused;

  • unopened;

  • in their original packaging;

  • complete with all original components;

  • in resalable condition.

3. Opened or Used Products

Opened or used products are not eligible for our voluntary 30-day return policy. This restriction does not affect your mandatory statutory rights relating to defective, damaged, or incorrectly supplied products.

4. Change-of-Mind Returns

If you simply change your mind or no longer want the product, you are responsible for the direct cost of returning the product, unless otherwise required by applicable law. The original shipping charge, if any, may be refundable only to the extent required by applicable law.

5. Defective or Damaged Products

If your product arrives:

  • damaged;

  • defective;

  • incomplete;

  • materially different from what you ordered;

please contact us as soon as possible. Please provide photographs or videos where appropriate so that we can investigate the issue. For confirmed quality-related issues, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include:

  • replacement;

  • repair;

  • refund;

  • reimbursement of reasonable return shipping costs.

6. Return Shipping Costs

  • Change-of-mind / personal-reason returns: The customer is responsible for return shipping costs.

  • Confirmed quality-related returns: New Ouda GmbH will bear the reasonable return shipping costs where required by applicable law.

7. Refunds

Once your return has been received and inspected at our facility, we will process the refund where applicable. Refunds will generally be made using the original payment method. Where the statutory right of withdrawal applies, refunds will be made within the legally required period. Under EU consumer rules, a trader may generally withhold reimbursement until the goods have been received back or the consumer provides evidence that they have been sent back, whichever occurs first.

8. Refund Exclusions

Our voluntary 30-day return policy does not apply to products that have been:

  • opened;

  • used;

  • damaged through improper use;

  • modified;

  • returned without original components;

  • returned outside the applicable return period.