Refund policy

Last updated: 29 October 2026

This policy applies to purchases from Nasalume at nasalume.com. For help, email info@redlemon.be.

14-day returns

You can tell us that you wish to return your order within 14 days of delivery. For our change-of-mind returns, please keep your nasal heater unworn and return it with its accessories. This condition does not remove any statutory right to inspect goods or obtain a remedy for a faulty, damaged or incorrectly supplied item.

How to start a return

Email info@redlemon.be with your order number and the item you want to return. A clear statement that you wish to cancel your purchase is sufficient; you do not need to give a reason when exercising a statutory withdrawal right. We will provide return instructions and the correct return address. Please do not send items to an address printed on the parcel without checking with us.

Where the EU or UK withdrawal right applies, send the goods back within 14 days of telling us you are withdrawing. You pay the direct cost of a change-of-mind return. We cover necessary return costs for items confirmed to be faulty, damaged or incorrectly supplied. Keep proof of postage.

Condition of returned items

Pack the mask carefully with its included accessories. Where statutory withdrawal rights apply, you may inspect the item as you would in a shop. We may deduct a reasonable amount for diminished value caused by handling beyond what is necessary to establish its nature, characteristics and functioning, where the law permits. We do not treat every opened package as automatically ineligible for return.

Refunds

Refunds are made to the original payment method unless otherwise agreed, without a refund processing fee. For a statutory withdrawal, we reimburse you within 14 days of receiving your cancellation notice, including any basic outbound delivery charge paid. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever comes first. Extra charges for an upgraded delivery service are not refundable where the law permits. Your bank or payment provider may take additional time to display the refund.

For discounted bundles, the refund reflects the amount actually paid for the returned items and applicable consumer rights. Contact us before returning part of a bundle so we can explain the calculation.

Faulty, damaged or missing items

Contact us with your order number and a description of the problem. Photos may help us assess damage, but are not a condition that removes your legal rights. Applicable consumer guarantees remain available, including the minimum two-year legal conformity guarantee for EU consumers. You do not need to purchase Package Protection to exercise these rights.

Exchanges and order cancellations

Contact us if you would like an exchange; availability and any applicable costs will be explained before you proceed. We do not offer a general free-exchange promise. If you want to cancel before dispatch, contact us promptly. If the parcel has already shipped, the return process and your statutory rights still apply.

Your statutory rights

Nothing in this policy limits mandatory consumer rights in your country. Where those rights provide greater protection, they take priority.