RETURNS and REFUNDS
What you need to know about Returns and Refunds with RELV
Claims Period – Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense. These will be evaluated on a case by case basis.
Problems With You Order – If you notice an issue on the products or anything else on the order, please submit an email to [email protected] immediately and let us know about the problem. We will do our very best to resolve the problem quickly.
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be responsible for reshipment costs once we have confirmed an updated and correct address with you.
Unclaimed – Shipments that go unclaimed are returned to our facility and you will be responsible for the cost of a reshipment to yourself.
PPE and Facemask Returns – We only accept returns of facemasks and other PPE if the item is still sealed in the original packaging. Due to health or hygiene concerns, we do not accept returns or exchanges of facemasks or other PPE (Personal Protection Equipment) that has been opened. You hereby agree that any opened and returned face masks or PPE won’t be available for return or refund and will be disposed of.
Buyer’s Remorse – Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.
Size Exchanges – If you feel you have ordered the wrong size, we are happy to exchange the item for the correct size. Contact us at [email protected] and we will provide you with a Return Label and cover the shipping expenses to return the item to us and to ship the new, exchanged item to you.
Returns – RELV will accept unused, unworn products, in an unaltered condition, with tags attached, originally purchased directly from RELV. The item must be sent back clean. Contact us at [email protected] and we will provide you with a Return Label and cover the shipping expenses to return the item to us and to ship the new, exchanged item to you.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore RELV reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.