Return and Refund Policy

Our Return and Refund Policy is designed to make the process simple, transparent, and stress-free, ensuring you shop with confidence. Below, you'll find all the details about returning your order and requesting a refund.

Return Eligibility

We accept returns for eligible orders within 30 days from the date of delivery, provided the following conditions are met:

  • The item must be unused, in its original condition, and in its original packaging. This ensures the product remains suitable for resale, preserving its quality for other customers.
  • Items that have been used, damaged, or altered are not eligible for return, as they cannot be resold.
  • Proof of purchase (e.g., order confirmation email or order number) is required to process your return.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Products missing their original packaging or labels.
  • Items damaged due to improper handling or storage by the customer.

Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our support team at support@relaxaligns.com within 30 days of delivery. Include your order number, the item you wish to return, and a brief reason for the return.
  2. Receive Return Instructions: We'll respond within 2-3 business days with a return authorization and shipping instructions, including the return address (which may vary depending on your location: Vietnam, United States, Canada, or Australia).
  3. Ship the Item: Package the item securely in its original packaging and ship it back to us using a trackable courier service. Please note that customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent or defective product).
  4. Inspection: Once we receive your return, we'll inspect the item to ensure it meets our eligibility criteria. This process typically takes 3-5 business days.

Refund Process

  • Refund Method: Refunds are issued to your original payment method via PayPal, in U.S. Dollars (USD), as this is the only payment method we accept (per our Payment Policy).
  • Refund Amount:
    • For eligible returns, we'll refund the full purchase price of the item (excluding original shipping costs, which are non-refundable).
    • If the return is due to our error, we'll refund the full purchase price and the original shipping costs you paid ($6.49 USD for Standard or $12.49 USD for Express).
  • Timing: Refunds typically appear in your PayPal account within 5-10 business days after processing, depending on PayPal's policies. If you paid with a credit/debit card linked to PayPal, it may take additional time for your bank to reflect the refund.

Return Shipping Costs

  • Customer Responsibility: Customers are responsible for return shipping costs, except in cases of our error (e.g., wrong item, defective product). We recommend using a trackable shipping method to ensure your return reaches us safely.
  • Our Error: If we sent the wrong item, we'll provide a prepaid return label.

Damaged, Defective, or Wrong Items

We take pride in the quality of our products, but if you receive a damaged, defective, or incorrect item, we’re here to make it right:

  • Report Within 30 Days: Email us at support@relaxaligns.com within 30 days of delivery with your order number, a description of the issue, and photos (if applicable, e.g., damaged packaging or wrong item).
  • Resolution: Depending on the issue, we'll offer a replacement, refund, or store credit:
    • Replacement: If available, we'll send a new product at no cost to you, using Standard ($6.49 USD) unless you prefer Express ($12.49 USD, with additional cost covered by you).
    • Refund: If a replacement isn't possible, we'll issue a full refund, including original shipping costs, to your PayPal account.
  • Our Commitment: We'll process these requests promptly, typically within 3-5 business days of receiving the returned item.

Contact Us

If you have any questions about returns, refunds, or your order, our team is here to help. Please reach out at support@relaxaligns.com, including your order number and details of your request.