Returns and Exchanges Policy

1.Return and Exchange Period
You may request a return or exchange within 45 days from the date you receive the product.

2.Conditions for Returns and Exchanges
You can apply for a return or exchange under the following circumstances:

• The product has visible defects or damage;

• The product has quality issues;

• The product has a strong odor, significant color difference, or similar abnormalities;

• The received product does not match the order;

• A no-reason return or exchange request is submitted within the specified period.

3.Return Process

• Contact us via email or phone to submit a return request, providing your order number, payment proof, reason for return, and relevant photos or videos;

• Our customer service team will review your request promptly. Once approved, we will provide the return address and instructions;

• Send the product to the designated address and keep the shipping proof;

• After we receive the product, we will verify it. If it matches the described condition, we will process your refund promptly.

4.Exchange Process

• Contact us via email or phone to submit an exchange request, providing your order number, payment proof, reason for exchange, and relevant photos or videos;

• After approval, we will notify you and provide the return address and further instructions;

• Send the product to the designated address and wait for confirmation upon receipt;

• Once verified, we will dispatch the replacement product within 3 business days.

5.Refund Process

• Method: Refunds will be returned to the original payment method used for your purchase.

• Processing Time: Actual receipt depends on the processing time of the financial institution, usually completed within 15 business days. If you do not receive the refund after this period, please contact us.

6.Shipping Costs

• Returns or exchanges due to product defects, quality issues, odor, color differences, or incorrect items will have shipping costs covered by us;

• Returns or exchanges for reasons not related to product quality will require the customer to bear the round-trip shipping costs.

7.Responsibility Statement

We guarantee that the products sold match the description on the page and will be shipped within the agreed time. We take full responsibility and cover costs for any issues caused by quality problems or our mistakes. For returns or exchanges not related to quality issues, the customer is responsible for shipping costs.

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)