Refund policy

 

Refund policy

Returns & Refunds

We want you to love your purchase, but if for any reason you are not completely satisfied, you can return the items you ordered from RLSOO Web Store within 14-30 days of receiving them. All returns will be inspected upon receipt.

Return Process

  1. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Any warranty case must be submitted via our official support email: Hello@rlsoo.com. Please note that all return requests must be submitted to our official customer support first and the package must be returned to our designated address, otherwise you could be liable for the loss of the returned items. Any return that has not been confirmed and monitored by customer support might be lost. The e-mail must include:
    • The original invoice number of the order you want to return, or the order number. And the items serial number if applied;
    • A brief description of the return reason, such as goods issue along with clear evidence of its presence (e.g., photos or videos, and log files where relevant).
  2. The Customer Support team will assist you in returning the item once a return request is received.Notice for shipping options: If you decide to return the items on your own, please provide us with a tracking number. We advise that you hold onto your tracking information as we’re not responsible for lost packages by the carrier.
  3.  To prevent any damage during the transport, all returned goods must be in the original box and packing material. Please re-use the box and packing material in which you have received it.
  4.  Returns will be processed within 5 business days of receiving the return. Please keep in touch with us and check your email from time to time to make sure we get it. If the returned item is used, damaged, or missing any parts, we might provide a partial refund to account for the loss in the item's value.

    Refunds

    Once we issue a refund, it can take up to 7 days for it to reflect in your original payment method. The original shipping charges and shipping fee tax will not be refunded. The value of successfully returned items, less any taxes, import duties or original shipping charges incurred will be refunded in the currency in which you paid when you bought the item.

    Special Considerations

    Damaged, defective or incorrect items

    If you receive a product that is damaged in shipping, defective, or that is not the product you ordered, please return it during your return period and we’ll arrange for a replacement. If a product has a performance failure after the return period but during the effective warranty, you can apply for our product.

    Product accessories and packaging

    Please return items with all accessories and packaging. If you do not, we may deny the return.

    Purchases from an authorized sale platform of RLSO

    The return policy for purchases made from a platform is subject to the platform’s return policy. Please reach out to the reseller for more information.

    Order Cancellation

    We strive to process and deliver your orders in an efficient and timely manner. If you need to cancel an order after it has been placed, please follow the steps below:
    You can cancel the order within two hours of placing your order. Please locate the order in your account and find the Cancel button if available.
    If your order has exceeded the two-hour window,

    1. In-stock items may have already undergone internal processing and may no longer be cancellable.
    2. For pre-sale items, if you have any other considerations or requirements regarding order cancellation before shipment and wish to contact our Customer Support email:Hello@rlsoo.com, we will do our best to assist you.
    If it’s too late to cancel an item, don’t worry. Learn more about returns and refunds.Warranty Statement