Right of withdrawal

Returns & Withdrawal Policy

This policy applies to purchases on jackrelief.com (operated by Starsa E-Commerce). It is written to reflect regional consumer rules in our main markets (Germany, EU excluding Germany, USA & Australia). It does not limit any non-waivable statutory rights.

1) Return Window

We offer a 30-day return window from the day you (or a person you nominate) receive the goods. This commercial return policy exists in addition to any statutory withdrawal rights (see Section 6).

2) Conditions for All Returns

  • Items must be returned unused, undamaged, in original packaging, with all parts/accessories.
  • Once received, we inspect the items. We will notify you when the return is approved and when a refund has been issued.
  • Used or damaged items that are not due to a defect cannot be accepted and may be sent back to you.

3) Region-Specific Return Costs

3.1 Germany

Free returns within 30 days when the product is unused, in original condition and packaging. We will provide a return label upon approval of your request.

3.2 European Union (except Germany)

Customers are responsible for the cost of returning goods. Please email us to register your withdrawal/return and we will confirm the next steps and the return address. We accept the return, but do not issue a return label. Return shipping costs are reimbursed only in case of a defect or an agreed exchange.

3.3 United States & Australia

We cannot offer in-country (domestic) returns. Returns are sent to our EU returns hub (Germany), and return postage is paid by the customer. For defects/warranty issues, a physical return is often not required; our support team will assess case-by-case.

If you are generally dissatisfied, you may request a goodwill adjustment (e.g., partial refund/credit or discount code). The amount and form are at our reasonable discretion. We may request a brief explanation (text, photo, or video) to help us improve and to process your request.

4) How to Start a Return

  1. Email us at support@jackrelief.com with your order number and reason for return.
  2. We will confirm eligibility, provide the return address, and—where applicable—send a label (Germany only).
  3. Pack items securely in the original packaging and include all parts/accessories.
  4. Send the parcel and keep the shipping receipt/tracking number until your refund is processed.

5) Cancellations Before Dispatch & Address Changes

  • If your order has not yet shipped, email us immediately. We generally dispatch within 24–48 hours and can often cancel before handover to the carrier.
  • If the parcel has already shipped, we can rarely stop the process. We recommend refusing delivery so it returns to us automatically.
  • If you entered an incorrect address, contact us right away. We can usually update the address if the parcel has not yet been shipped.

6) EU/EEA Right of Withdrawal (14 Days)

For customers in the EU/EEA (including Germany), distance-selling law provides a 14-day statutory right of withdrawal, separate from our 30-day commercial return window.

  • To exercise this right, inform us clearly (e.g., by email) within 14 days after you receive the goods.
  • We will refund all payments received from you, including standard delivery charges (if any), without undue delay and no later than 14 days from the day we receive your withdrawal notice. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back—whichever is earlier.
  • You bear the direct cost of returning the goods unless we state otherwise in Section 3.

Note: Sale/discounted goods are generally covered by the right of withdrawal just like full-price goods. Certain legal exceptions may apply (e.g., custom-made or personalized goods). We currently do not sell perishable or personalized goods.

7) Refunds

  • After a return is approved and the goods are received back (or you provide proof of return shipment), refunds are issued to the original payment method.
  • Processing typically takes up to 10 business days after approval, depending on your bank/card provider.

8) Model Withdrawal Form (EU/EEA)

(If you wish to withdraw from the contract, please complete this form and send it back.)

— To: Starsa E-Commerce (jackrelief.com), support@jackrelief.com
— I/We (*) hereby withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
— Ordered on (*) / received on (*):
— Name of consumer(s):
— Address or customer number of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
— Reason for withdrawal (optional):
(*) Delete as appropriate.

9) Return Address

Please do not send returns without prior email notification, so we can match the parcel to your order.

Return to:
STARSA E-COMMERCE — Simon Walter
Hauptstr. 49, 86420 Diedorf, Bavaria, Germany

10) Contact

Questions or not sure which option applies? Reach our support team via our contact page or email support@jackrelief.com. Please allow up to 24 hours for a reply on business days; we do not operate support on Sundays and public holidays.