Refund policy
REFUND & RETURN POLICY
Last Updated: 8 September 2026
Thank you for shopping with Relive Care.
We want you to have a smooth shopping experience. If you receive a product that is damaged, defective, incorrect, or does not meet the applicable return conditions, you may be eligible for a replacement or refund as described below.
1. RETURN ELIGIBILITY
A return or replacement request may be accepted if:
• You received a damaged product.
• You received a defective or non-functional product.
• You received a product different from the one you ordered.
• The product is missing essential parts or accessories that were included with the order.
The product must be returned in its original condition, along with the original packaging, accessories and other items supplied with the order, wherever applicable.
Products that show signs of misuse, accidental damage, modification or improper use may not be eligible for return or replacement.
2. TIME LIMIT FOR RETURN REQUESTS
You must contact us within 7 days of receiving your order if you want to request a return, replacement or refund.
Requests submitted after this period may not be accepted unless required by applicable law.
3. UNBOXING VIDEO
For damaged, defective or incorrect products, we strongly recommend recording a clear video while opening the package.
The video should show:
• The condition of the package before opening.
• The shipping label.
• The product and its packaging.
• Any visible damage or missing parts.
An unboxing video can help us investigate the issue and process your request more efficiently.
However, the absence of an unboxing video does not automatically remove any rights or remedies available to you under applicable law.
4. HOW TO REQUEST A RETURN
To request a return, replacement or refund, please contact us through the Contact Us details provided on our website.
Please provide:
• Order number.
• Customer name.
• Registered phone number or email address.
• Reason for the return request.
• Clear photographs or videos showing the issue, where applicable.
Our support team may review the information before approving the return or replacement.
5. RETURN APPROVAL
If your request is approved, we will provide the applicable return instructions.
Please do not send a product back to the sender address or any other address unless instructed by Relive Care.
Returns sent without prior approval may not be accepted.
6. REPLACEMENT
Where appropriate and subject to product availability, we may offer a replacement for an eligible damaged, defective or incorrect product.
If the same product is unavailable, we may provide another appropriate resolution, including a refund where applicable.
7. REFUNDS
Once an eligible return has been received and inspected, we will notify you about the status of your refund.
If the refund is approved, the applicable refund amount will be processed using the original payment method where reasonably possible.
The time taken for the amount to appear in your account may depend on your bank, card issuer, payment gateway or other payment service provider.
8. SHIPPING CHARGES
If the return is due to an error on our part, such as receiving an incorrect or damaged product, we will review the applicable return shipping arrangement on a case-by-case basis.
For other returns, any applicable shipping or return charges will be communicated before the return is processed.
9. NON-RETURNABLE SITUATIONS
A return or replacement may not be accepted where:
• The product has been damaged due to misuse, negligence or accidental damage after delivery.
• The product has been modified, repaired or tampered with by the customer or an unauthorized person.
• The product is returned without required accessories or components, where applicable.
• The product shows excessive use or damage inconsistent with a manufacturing defect.
• The return request is submitted after the applicable return period, subject to applicable law.
10. WRONG OR INCOMPLETE DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address and contact information.
If an order cannot be delivered because of an incorrect or incomplete address provided by the customer, additional delivery or re-shipping charges may apply where applicable.
11. DAMAGED PACKAGE
If your package appears seriously damaged at the time of delivery, please document the condition of the package before opening it and contact us as soon as possible.
We will review the issue and guide you through the appropriate resolution.
12. ORDER CANCELLATION
If you wish to cancel an order, please contact us as soon as possible.
Cancellation requests can only be accepted if the order has not already been processed or shipped.
Once an order has been shipped, cancellation may no longer be possible and the applicable return process may need to be followed.
13. COD ORDERS
For Cash on Delivery orders, refusing or rejecting a shipment without a valid reason may result in additional restrictions on future COD orders.
Any cancellation or return will remain subject to the applicable terms of this policy.
14. FRAUDULENT OR ABUSIVE REQUESTS
Relive Care reserves the right to investigate return and refund requests.
We may decline requests that appear fraudulent, abusive, or inconsistent with the actual condition of the product, subject to applicable law.
15. CHANGES TO THIS POLICY
We may update this Refund & Return Policy from time to time.
The latest version will always be published on this page with the updated date.
16. CONTACT US
For questions regarding returns, replacements or refunds, please contact us through the Contact Us page on the Relive Care website.
Relive Care
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