Refund policy
Return & Refund Policy
At Rellivo, we want every customer to feel confident when placing an order with us. Please read our return and refund policy carefully before making a purchase.
This policy does not affect your statutory rights.
1. Change-of-Mind Returns / Order Cancellation
If you are a UK consumer buying online, you have the right to cancel your order within 14 days of receiving it, unless an exemption applies.
You do not need to give a reason for cancelling within this period.
To request a change-of-mind return or cancellation after delivery, please contact us at support@rellivo.store within 14 days of receiving your order and include:
- your order number;
- your full name;
- the email address used at checkout;
- the item you wish to return.
Once you have notified us that you wish to cancel, the item must be returned within 14 days.
Returned items should be in good condition, with all accessories, manuals, cables, packaging, and original product components included where possible.
We may reduce the refund amount if the item has been handled more than necessary to inspect it, or if it is returned damaged, incomplete, or with missing accessories.
2. Return Shipping Costs
For change-of-mind returns, the customer is responsible for the cost of return shipping unless otherwise required by law.
We recommend using a tracked shipping service and keeping proof of postage.
We cannot process a refund until the returned item has been received by us or until valid proof of return has been provided.
3. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incorrect, or not working as expected, please contact us as soon as possible at support@rellivo.store.
Please include:
- your order number;
- a clear description of the issue;
- photos or a short video showing the problem;
- photos of the packaging, if the item arrived damaged.
Once the issue has been reviewed, we will offer the most appropriate solution. This may include a replacement, repair, refund, or another suitable resolution, depending on the situation.
If the item is confirmed to be faulty, damaged, incorrect, or not as described, we will not ask you to cover reasonable return shipping costs where a return is required.
4. Missing Items
If part of your order is missing, please contact us at support@rellivo.store as soon as possible and include your order number and clear details of what is missing.
After reviewing the issue, we will arrange a suitable solution where applicable.
5. Refund Processing
Approved refunds will be issued to the original payment method used at checkout.
Where a return is required, refunds will usually be processed within 14 days of receiving the returned item or receiving valid proof that the item has been sent back.
Please note that processing times may vary depending on your bank or payment provider.
6. Non-Returnable Situations
We may be unable to accept a return or issue a refund where:
- the return request is made outside the legal cancellation period and the item is not faulty;
- the item has been damaged through misuse, improper handling, or failure to follow usage instructions;
- the item shows signs of excessive use beyond what is necessary to inspect it;
- accessories, manuals, cables, packaging, or essential parts are missing;
- the request relates to normal wear and tear;
- the item has been altered, repaired, or modified by the customer or a third party;
- the issue is caused by accidental damage after delivery.
7. Orders Not Yet Delivered
If your order has not yet been delivered and you wish to cancel, please contact us as soon as possible at support@rellivo.store.
If the order has already been processed or shipped, we may not be able to stop the delivery. In that case, you may need to wait for the item to arrive and then follow the return process above.
8. How to Contact Us
For any questions about your order, return, or refund request, please contact us at:
support@rellivo.store
Please include your order number so we can assist you as quickly as possible.