Refund policy

Return and Refund Policy

We want every Reliva order to arrive correctly and meet the expectations set on our website. Please read this policy carefully before placing your order.

30-Day Return Request Window

You may request a return within 30 days of the date your order is delivered.

Submitting a request does not automatically guarantee approval. All returns must meet the eligibility conditions below and must be authorized by our support team before being sent.

Return Eligibility

For a voluntary change-of-mind return, the product must be:

Unused and unworn
Clean and free from marks, hair, odors, stains, or damage
In its original condition
Returned with all controllers, cables, accessories, manuals, and packaging
Accompanied by valid proof of purchase

Because Reliva is a wearable personal-comfort product, items that have been worn, heated, charged for regular use, washed, soiled, or otherwise used beyond reasonable inspection are not eligible for a change-of-mind return.

This restriction does not apply where the product is defective, incorrectly supplied, or where applicable law provides otherwise.

Items That Cannot Be Returned

We do not accept voluntary returns for:

Products showing signs of use or wear
Products returned without all original components
Items damaged through misuse, improper charging, poor storage, accidents, or unauthorized modification
Products purchased from unauthorized third-party sellers
Gift cards
Items specifically marked “Final Sale”
Unauthorized returns sent without prior approval

Discounted items are not automatically final sale unless they are expressly labelled as such.

Starting a Return

To request a return, email:

info@relivacare.co

Include:

Your full name
Your order number
The email address used at checkout
The reason for the return
Clear photographs of the product, accessories, and packaging
A short video if the product is reported as defective

If your request is approved, we will provide the return instructions and authorized return address.

Do not send the product to the address printed on the original parcel. Products sent without authorization, sent to an incorrect address, or returned to the sender may not be received or refunded.

Approved returns must be shipped within 7 calendar days of receiving the return instructions. Approval may expire if the return is not sent within that period.

Return Shipping

Unless the product arrived damaged, defective, or incorrect, the customer is responsible for:

Return shipping costs
Suitable protective packaging
Any customs charges or carrier fees associated with the return
Obtaining valid tracking information

We strongly recommend using a tracked shipping service. Reliva is not responsible for return parcels that are lost, delayed, damaged, refused, or delivered to an unauthorized address.

Original shipping charges, expedited delivery fees, customs duties, taxes, and optional shipping protection are non-refundable unless required by law or the original order was incorrect due to our error.

Inspection and Approval

All returned products are inspected after arrival.

A refund may be declined or reduced if the product:

Shows evidence of use, wear, damage, washing, or contamination
Is missing accessories, cables, documentation, or packaging
Was improperly packed for return
Differs from the item originally supplied
Has been handled beyond what is reasonably necessary to inspect it

Where permitted by law, any reduction will reflect the diminished value, missing parts, damage, or additional handling required.

Refunds

If your return is approved after inspection, the refund will be issued to the original payment method.

Please allow 5–10 business days for us to process an approved refund. Your bank or payment provider may require additional time before the funds appear in your account.

We cannot issue a refund to a different card, bank account, or payment method.

Damaged, Defective, or Incorrect Orders

Please inspect your order as soon as it arrives.

If the product is damaged in transit, defective, or different from what you ordered, contact info@relivacare.co promptly with:

Your order number
A clear description of the issue
Photographs of the product and parcel
A video demonstrating the fault, where relevant

Do not dispose of the product, packaging, shipping label, or accessories while your claim is being reviewed.

After assessment, we may offer an appropriate resolution, including troubleshooting, replacement parts, a replacement product, or a refund.

Damage caused by misuse, accidental damage, improper charging, incorrect cleaning, normal wear and tear, or failure to follow the usage instructions is not treated as a manufacturing defect.

Exchanges

We do not offer automatic exchanges.

If you would like a different item or quantity, request a return for the eligible product and place a new order separately. Replacement stock and promotional pricing cannot be guaranteed.

Order Changes and Cancellations

Contact info@relivacare.co as soon as possible if you need to change or cancel an order.

We cannot guarantee changes or cancellations once processing or fulfilment has begun. After dispatch, the order must follow the standard return process.

Refusing delivery does not automatically cancel an order or guarantee a full refund.

Incorrect Addresses and Unclaimed Deliveries

Customers are responsible for entering a complete and accurate delivery address.

Orders returned because of:

An incorrect or incomplete address
Failure to collect the parcel
Refusal of delivery
Repeated unsuccessful delivery attempts
Unpaid customs charges

may be refunded only after the parcel is returned and inspected. Original shipping costs, return-to-sender fees, customs charges, and carrier handling fees may be deducted where permitted by law.

Promotional Bundles

If part of a discounted bundle is returned, any refund may be recalculated based on the price of the items retained rather than the original bundle discount.

Free gifts or promotional items supplied with an order must also be returned. If they are not returned, their stated value may be deducted from the refund where permitted by law.

Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or replaces rights that cannot legally be waived in your country or region.

Customers in certain jurisdictions may have additional cancellation, return, repair, replacement, or refund rights. Where those rights conflict with this voluntary policy, the applicable law will take priority.

Contact

For return or refund enquiries, contact: