Refund policy

Our 90-Day Satisfaction Guarantee & Trial Window

We stand behind the performance and craftsmanship of our products, offering every customer a risk-free 90-day evaluation period. We want you to feel complete peace of mind, knowing you have ample opportunity to experience the transformative results firsthand.

If your device isn't meeting expectations, you may request a return within 90 days from your delivery date, provided the item remains in original condition alongside all supplied accessories and components.

Real physical rehabilitation requires time and steady adherence. For this reason, we implement a mandatory 30-day minimum trial phase before return authorization can be generated. Cumulative muscle re-conditioning builds over time — most users observe significant improvements within 4 to 8 weeks of daily application. While individual progression varies, consistency is key.

Consequently, returns cannot be authorized during the initial 30 days post-delivery, and our automated system will not issue return documentation prior to this milestone.

How to Initiate a Return

Upon completing the 30-day minimum trial and while still within the 90-day window, submit your request by emailing info@relivex.live. Our support staff will review your case and send complete instructions along with your pre-paid return shipping voucher.

Return Policy & Guidelines

  • Authorized Shipping Vouchers Required

    All returns must utilize an official RelifeX shipping label. Return transit fees typically range between $10 and $20 based on destination and shipping provider. Customers cover return postage, which will be automatically deducted from your final refund amount.

    Note: Attempting a return without an authorized RelifeX label or omitting original components/accessories may result in immediate rejection of your request and forfeiture of your refund.

  • Restocking & Processing Fees

    • Opened Products: Refunded to your original payment method minus a non-negotiable 15% hygiene and processing fee, as well as the return shipping label cost.

    • Unopened Products: Refunded to your original payment method minus a non-negotiable 10% restocking fee, as well as the return shipping label cost.

    • Due to medical safety protocols, returned units cannot be repackaged or resold.

  • Processing Timelines

    Returns are processed within 5 to 7 business days following arrival at our processing facility. Credits are issued strictly to the original form of payment. Card issuers may require an additional 7 to 10 business days to display the transaction on your statement.

  • Exceeded Return Windows

    Items arriving beyond 90 days post-delivery are ineligible for reimbursement and will not be returned to sender. We encourage reaching out to customer service to verify your exact trial cutoff date.

Conductive Gel Pads — Sealed Standard Only

For hygiene and health safety, opened gel pads cannot be returned or refunded. This applies to all unsealed gel pad items, including standalone purchases and subscription refills. Unopened pad packs in original factory seals remain eligible under standard return terms.

Fulfillment & Return Hubs

⚠️ CRITICAL: RETURNS ARE ONLY ACCEPTED WHEN SENT USING AN OFFICIAL RELIVEX-ISSUED SHIPPING VOUCHER. UNAPPROVED SHIPMENTS SENT DIRECTLY TO WAREHOUSES WITHOUT AN AUTHORIZED LABEL WILL BE REJECTED, REFUNDS DENIED, AND PACKAGES DISCARDED.

Once approved, your return label will direct your package to the nearest regional processing depot:

  • United States: 720 S 4400 W, Salt Lake City, UT 84104

  • Canada (Mississauga): Redo Fulfillment Mississauga, 1745 Bonhill Road, Unit 6-7, Mississauga, Ontario, Canada

  • Canada (Vancouver): Redo Refulfillment Vancouver, 8089 River Way, Delta, British Columbia, Canada

  • Australia: RMR - Redo Refulfillment Brisbane, 49 Boronia Road, Brisbane Airport, Queensland, Australia

  • United Kingdom: Redo - UK, 68 Tanners Drive, Blakelands, United Kingdom

  • Europe: RMR - Netherlands, Stuartweg 8 A, Vianen, Netherlands

Defective or Damaged Shipments

If your order arrives damaged or encounters a functional defect within 90 days of delivery, contact our team immediately. Please include:

  1. A clear video demonstration of the issue.

  2. A photo of the shipping label on your outer packaging.

Upon verification, we will dispatch a free replacement at no added cost. Please note that damaged or malfunctioning items are handled exclusively through complimentary replacements rather than monetary refunds.

Lost Shipments & Delivery Issues

If your order goes missing in transit or encounters delivery errors, we will assist you promptly. If tracking shows no delivery after 21 days, please report the issue within 7 days so we can ship a complimentary replacement. Failure to notify us within this 7-day reporting window will require re-shipping fees at your expense.

Ineligible Return Conditions

Refunds will not be granted for:

  • Opened gel pad packages (hygiene policy)

  • Requests made prior to completing the 30-day minimum trial

  • Items received past the 90-day post-delivery limit

  • Untracked or uninsured return shipments lost in transit

  • Items compromised due to inadequate return packaging

  • Packages shipped to unapproved or incorrect addresses

  • Outbound original shipping charges

Terms & Conditions Regarding Returns

Upon receiving your authorized return shipping label, you have 7 days to lodge the package with your designated postal service or courier. If transit scans do not initiate within 7 days, RelifeX reserves the right to void the return request.

RelifeX reserves the right to deny or limit returns at any time due to:

  • Excessive or unusual return activity

  • Historical returns involving missing, altered, or damaged items

  • Suspected fraudulent or unauthorized behavior

Unsolicited packages sent to our processing facilities without prior authorization will be disposed of upon arrival.

Frequently Asked Questions

Can I return an item without contacting support first?

No. You must contact support beforehand so we can record your request, supply the correct regional return label, and track the package. Unapproved returns are not eligible for processing or refunds.

Get in Touch

For questions regarding policy guidelines or return assistance:

Email: info@relivex.live