Returns and Exchanges Policy

1. Return & Exchange Timeframe

Requests for returns or exchanges can be submitted within 45 days after delivery. Requests made beyond this period may not be accepted.

2. Eligibility

Returns or exchanges may be requested in the following situations:

• The item arrives damaged or shows visible defects;

• There are quality-related issues affecting normal use;

• The item has unusual odor, noticeable color variation, or similar concerns;

• The delivered item does not match the order details;

• A return or exchange is requested within the valid period, provided the item remains unused and in resalable condition.

Each request will be reviewed based on the information provided.

3. How to Return an Item

To initiate a return:

1. Contact customer support via email or phone;

2. Provide your order number, a brief explanation, and supporting photos or videos if available;

3. After review, return instructions and the designated address will be provided;

4. Ship the item back as instructed and keep your shipping confirmation;

5. Once received and inspected, the return will be processed accordingly.

4. Exchange Procedure

For product replacement:

1. Submit an exchange request with relevant order details;

2. Wait for confirmation and instructions from customer support;

3. Return the original item to the provided address;

4. After inspection, a replacement will be arranged and shipped, typically within 3 business days.

5. Refunds

• Refunds are issued to the original payment method used at checkout;

• Processing is initiated after the returned item is approved;

• The time required for funds to appear depends on the payment provider, generally within a few business days.

6. Shipping Fees

• If the return or exchange is due to product issues (defects, incorrect item, or quality concerns), shipping costs will be covered;

• For returns not related to product issues, shipping costs may be the responsibility of the customer.

7. Additional Notes

• Items should be returned in appropriate condition and packaging;

• Incomplete requests or missing information may delay processing;

• Damage caused by misuse or improper handling is not covered under this policy.

8. Contact Us

Address: 4320 Cureton Ferry Rd, Catawba, SC 29704-8790, US
Customer Service Phone: +1 (803) 368-9511
Customer Service Email: assist@relaxelano.com
Online Service Hours: Monday – Friday, 9:00–12:30 and 14:00–18:00 (Central European Time, CET)