Refund policy
Refund & Return Policy
Last updated: this version is always the most current one shown on relivexpro.com.
We work hard to make sure every order reaches you exactly as expected. Even so, a product may occasionally not be the right fit for you. For that reason we provide a 90-day risk-free trial period.
Not fully happy with your purchase? You may send it back within that window, as long as the item is still in its original state, keeps its labels, and shows no signs of heavy use.
How the return process works
- Before shipping anything back, email us at contact@relivexpro.shop to let us know you'd like to return all or part of your order. Please note that the return address is not the same as the one printed on your delivery label.
- If your request falls within the allowed period and is approved, our team will reply with the exact return address and step-by-step instructions.
- Pack the item carefully and securely, ideally in its original packaging, and send it only to the address our support team gives you.
- Once shipped, forward the Track & Trace code to us so we can follow the parcel.
Return shipping is paid by the customer. For international parcels this usually works out to roughly €19 on average, depending on the carrier you choose.
After we receive the item and confirm its condition, your refund is processed within 7 days using the same payment method you originally used.
Items that arrive damaged or faulty
Did your parcel show up damaged or defective? Reach out to us within 14 days of delivery. Always attach a clear video that shows the issue, together with a photo of the shipping label on the packaging — we can only evaluate a warranty claim with that evidence. If the fault is covered by warranty, we'll send you a replacement free of charge. After the 14-day window, our standard return terms take over.
Can I just ship it back without telling you?
No. You must contact us first, so we know the parcel is on its way and can track it for correct handling. Returns sent without prior notice cannot be guaranteed.
My order never arrived — what now?
If your package doesn't turn up — for example because it was lost in transit or an address error occurred — we're here to fix it. If nothing has arrived after 21 days, let us know within the following 7 days and we'll resend your order at no cost. If we don't hear from you within those 7 days, a new shipment would be at your own expense.
What is not eligible for a refund
- Returns lost because they were sent without a trackable, insured shipping service.
- Items badly damaged in transit due to insufficient packaging.
- Parcels sent to an incorrect address.
- Returns received outside the allowed period.
Questions?
Have a question about your return, the process, or anything else? Our team is happy to help — simply email us at contact@relivexpro.shop.