Return Policy

Return Policy

Last Updated: March 16, 2026

At Rellous, we are committed to providing high-quality wellness solutions and a seamless shopping experience. While we strive for perfection in every order, we understand that returns may sometimes be necessary. Our policy is designed to protect our community and maintain the premium integrity of our brand. Please read the following terms carefully before submitting a request.

Eligibility for Returns

To maintain our strict hygiene and quality standards, items must meet the following criteria:

• Condition: Item must be in unused, unaltered, and pristine condition.

• Packaging: All original packaging, seals, tags, and accessories must be included.

• Timeline: Return requests must be submitted within 7 days of delivery (as confirmed by tracking).

• Exclusions: Item must not be marked as Final Sale or non-returnable.

• Verification: Valid proof of purchase is required.

How to Start a Return

To begin the process, please contact our concierge team:

• Email: support@rellous.com

• Subject Line: Return Request – Order #[Your Order Number]

Include in your email:

• Full name and email used for the purchase.

• Reason for return.

• Clear photos of the item (front, back, and packaging).

• Mandatory: An unboxing video is required for any claims regarding damage or defects upon arrival.

Review & Approval

• Requests are manually reviewed within 2–3 business days.

• If approved, you will receive specific return shipping instructions.

• Note: Unauthorized returns or packages sent without prior approval will be refused and returned to the sender.

Shipping the Return

• Method: Returns must be sent via a trackable and insured shipping method.

• Responsibility: The customer is responsible for return shipping costs, unless the product is verified as defective upon arrival.

• Liability: Rellous is not responsible for lost, damaged, or stolen return shipments.

• Deadline: Returns must be postmarked within 7 days of the approval date.

Refunds

• Payment: Refunds are issued strictly to the original payment method.

• Processing: Please allow 5–10 business days for processing after our warehouse inspects the item.

• Deductions: Original shipping costs are non-refundable.

• Discretion: Partial refunds may be issued if items are returned with minor damage to the original packaging but otherwise meet eligibility.

Non-Returnable Items

To ensure the health and safety of our customers, the following cannot be returned:

• Items showing any signs of wear, use, or alteration.

• Items with broken hygiene seals or missing original components.

• Orders exceeding the 7-day return window.

• Gift cards, digital products, or promotional/loyalty giveaways.

Exchanges & Cancellations

• Exchanges: We do not offer direct exchanges. If you require a different model or color, please follow the return process for a refund and place a new order.

• Cancellations: Orders can only be cancelled within 24 hours of purchase, provided they have not yet entered the shipping phase. Once dispatched, the standard return process applies.

Fraud Prevention

To protect the Rellous community, all requests are subject to manual verification. Claims lacking supporting evidence (photos and unboxing video) will be denied. We reserve the right to restrict future purchases for accounts with a history of excessive or fraudulent return activity.

Questions? Contact our support team at support@rellous.com.