Returns and Complaints

This page explains the rules for returns, the right of withdrawal, refunds, and complaints relating to orders placed with REOBRIX Europe.

Returns

Right of Withdrawal

Customers within the European Union generally have the right to withdraw from a distance purchase within 14 calendar days of receiving the goods, without giving a reason, subject to mandatory statutory rules.

The withdrawal period should be counted in accordance with the applicable consumer protection rules for the order.

Return Conditions

Returned goods should be sent back without undue delay after the withdrawal notice is submitted, in line with the applicable legal rules and the return instructions provided to the customer.

Products should be returned in a condition consistent with lawful consumer handling necessary to inspect their nature, characteristics, and functioning.

For the current assortment, Farmline does not intentionally identify any product categories offered as non-returnable beyond mandatory statutory limits.

How to Start a Return

To start a return, the customer should contact support or use the return workflow made available for the order, if such a workflow is currently provided.

The return request should make it possible to identify:

• the customer,
• the order,
• the product being returned,
• the intention to withdraw from the purchase.

If a dedicated return portal is used operationally, it should serve as an execution tool and not as a replacement for the legal information on this page.

Return Address

Refund Handling

After a valid withdrawal and return handling process, the refund should be processed in accordance with the applicable legal rules and the payment method used for the order, unless another lawful refund arrangement is agreed.

Complaints

Complaints and Product Issues

Complaints about damaged goods, incomplete deliveries, missing parts, or other product-related issues should be submitted separately from the withdrawal process.

The complaints path should clearly distinguish a consumer return based on withdrawal from a complaint concerning non-conformity, damage, defects, or missing elements.

Missing Parts and Damage Reports

When reporting missing parts, shipping damage, or another product issue, the customer should provide a clear description of the problem and, whenever possible, supporting photos or video materials.

This helps customer support verify the issue and confirm the next step more efficiently.

Support Contact

For support with returns, complaints, or product issues, customers should use Contact and Company Details.

Operational delivery details are available on the Delivery, Payments and Order Processing page.

Related Legal Information

• Terms and Conditions
• Delivery, Payments and Order Processing
• Contact and Company Details