Return & Exchanges
We have a 30-day return policy from receipt of the goods so that you can decide at your leisure whether you wish to keep or return the product.
For your return to be valid, your product must be in the same condition as when you received it, unused, with labels attached and in its original packaging. You will also need your receipt or proof of purchase.
Relivira will not cover the cost of the return and will not refund it. If a Relivira order is refused at the door, not picked up at the collection point or the wrong address is given, £15 pounds will be charged for shipping and handling. This will be deducted from the amount to be refunded.
To make a return request, please contact us at info@relivira.co.uk. Once your return request has been approved, you will receive instructions from us on how and where to send your parcel. Please note that you are responsible for the shipping. It is therefore important that you send your return with Track & Trace. Items returned without this tracking information cannot be accepted.
For returns, please contact us at info@relivira.co.uk
Damaged goods
Please check your product when you receive it and EMAIL US FIRST if the item is faulty or damaged, or if you have received the wrong product or other problems so that we can identify and rectify the problem immediately. For this purpose, we will ALWAYS ask you for a photo of the item you received.
If your item is faulty, you must notify us by email within 24 hours of receiving the delivery. Please note that you will not receive a refund if a defect/damage is not reported within the specified period. Please understand that all our items have no warranty and we are only liable for the items from the time we process your order until the time of delivery to you.
Replacement items
Please note: only one free replacement. Once you have received a free replacement for your order, no further returns/refunds are possible (except in other cases such as damage/quality issues, which are always subject to our authorisation).
Health and Safety Protocol (Hygiene Products)
At Relivira, we prioritize the health and safety of our customers. To maintain the highest standards of hygiene and safety, the following items cannot be returned or exchanged:
- Undergarments: This includes all types of underwear, bras, and shapewear.
- Swimwear: If the hygiene seal has been removed.
- Personal Care Items: Such as opened skincare products, hairbrushes, and toothbrushes.
Exceptions and Special Considerations
- Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer service team immediately. We will work with you to resolve the issue, including providing a replacement or issuing a refund as appropriate.
Ensuring the Right Fit
We understand that getting the perfect fit is important. Please take a moment to review our size guide and product descriptions to ensure you select the correct size before making your purchase.
Replacement Policy for Incorrect Sizes
If you happen to order the wrong size, we are happy to offer a replacement under the following conditions:
- Contact Us: Reach out to our customer service team at (email address) within 14 days of receiving your order.
- Provide Details: Share your order number and the correct size you need.
- Shipping Fee: While the original undergarments do not need to be returned, the replacement will be sent at your expense for the shipping fee.
Important Considerations
- Final Sale: Please note that all undergarment sales are final due to hygiene reasons.
- Clear Communication: Providing accurate information about your sizing needs helps us serve you better and ensures your satisfaction.
This policy ensures that our customers receive the best possible service while maintaining the highest standards of hygiene and safety. If you have any questions or need assistance, please feel free to contact our support team.
Refunds
We will notify you when we have received and inspected your returned goods. We will then let you know if your return has been authorised. Once we have authorised the return, we will process your refund within 10 working days using the payment method you used at the time of purchase. Please note that it may take some time for your bank or credit card company to process and issue your refund.
If you wish to return your order for a full refund, you must first send the product back to us via Track & Trace. Upon arrival of your parcel and after checking the contents, the refund will be processed. NOTE: If there is no valid tracking number, we will not be able to process the refund.
Import and Clearance fees
Import and Clearance fees may apply to refunds. We do not carry responsibility for these fees and these should be paid by the customer. Only if paid by customer and return tracking info says delivered we can issue a refund. This applies to all payment methods. If clearance fees are applicable we will prepay them and deduct a £15 pound fee from the refunded amount to the customer.
Return address
All orders must be sent to the return address below with tracking information in order to receive a refund upon receipt at the warehouse.
Return Adress: To request the return adress please send us an email.
Please note that parcels sent without tracking information or to a different return address cannot be refunded.
Cancellation
If you wish to cancel your order, please contact us as soon as possible. Orders can be cancelled within 12 hours of placing the order without affecting the processing time. After that, it depends on how far along your order is in processing whether it can be cancelled.