Refund policy
Return and Refund Policy
Last updated: 3 October 2026
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, refund or other remedy if a product is faulty, unsafe, significantly different from its description or otherwise fails a consumer guarantee. Nothing in this policy limits those rights.
Voluntary 30-day change-of-mind returns
In addition to your statutory rights, you may request a change-of-mind return within 30 days after delivery. The item must be unused, unworn, unwashed, unaltered and in the same condition in which it was received, with original tags and packaging where supplied. Proof of purchase is required.
How to request a return
Email support@relivonshop.com with your order number, the item concerned and the reason for the request. For damaged, faulty, incorrect or not-as-described goods, include clear photos where reasonably possible. Wait for written approval and return instructions before sending anything.
Return destination: Approved returns are processed by our return partner in China. The complete authorised return address and instructions are provided in writing after approval. Do not send items to our registered or operational business addresses; they are not shops, warehouses or return centres. Unauthorised parcels may not be accepted or processed.
Items excluded from voluntary change-of-mind returns
Unless required by the Australian Consumer Law, we do not accept change-of-mind returns for gift cards; custom-made or personalised items; sealed hygiene or personal-care products after the seal has been broken; or items used, worn, washed, altered or damaged after delivery.
Return shipping
For an approved change-of-mind return or a size selected incorrectly by the customer, return shipping costs are the customer’s responsibility. For faulty, damaged, incorrect or not-as-described goods, Relivon will provide an appropriate remedy and cover reasonable return costs where required by the Australian Consumer Law and after written approval. We do not charge a restocking fee.
Inspection and refunds
We normally inspect a returned item within 5 business days after it reaches the authorised return facility. If a refund is approved, we issue it to the original payment method within 2 business days. Your bank or payment provider may take up to 10 additional business days to display the funds.
Original delivery charges are refunded when required by law or when the return results from our error. Standard delivery within Australia is otherwise free.
Exchanges
Contact us before requesting an exchange. Depending on availability, the fastest option may be to return the original item after approval and place a new order.
Contact
Email: support@relivonshop.com
Phone: +44 1702 613021 (international call charges may apply)
Support: Monday–Friday, excluding public holidays. We aim to reply within one business day.
Operator: VALEX SOLUTIONS LTD (Company No. 17270288)
Registered business address:
Office 9947, 321–323 High Road
Chadwell Heath, Essex RM6 6AX
United Kingdom
Operational address:
40 York Road
Southend-on-Sea, Essex SS1 2BD
United Kingdom
Neither business address accepts customer returns.