Refund policy

Thank you for shopping with ReliefNest. We want you to feel confident when purchasing our back scratchers and related comfort products. This Return and Refund Policy explains the conditions and procedures for returns, exchanges, refunds, damaged items, and order cancellations.

By placing an order through reliefnest.xyz, you agree to the terms outlined below.

1. 30-Day Return Policy

We offer a 30-day return and refund period. You may request a return within 30 calendar days from the date your order is marked as delivered.

To qualify for a return, the item must:

Be unused, unworn, and in its original condition;
Be returned with its original packaging, accessories, instructions, and included components;
Show no signs of misuse, damage, alteration, or excessive handling;
Be accompanied by valid proof of purchase, such as an order confirmation or receipt.

Returns requested after the 30-day return period may not be accepted.

2. Free Returns

Eligible returns are free of charge. Once your return request is approved, we will provide return instructions and, where available, a prepaid return shipping label.

Please do not return any item without first contacting our customer support team. Unauthorized returns may be delayed, refused, or sent back to the customer.

3. How to Request a Return

To begin a return, contact us at:

Email: support@reliefnest.xyz
Phone: +1 (604) 538-3881

Please include:

Your full name;
Your order number;
The product you wish to return;
The reason for the return;
Clear photographs or videos if the item is defective, damaged, or incorrect.

Our team will review your request and provide the appropriate return instructions.

4. Damaged, Defective, or Incorrect Products

Please inspect your order immediately after delivery. Contact us as soon as possible if:

The product arrives damaged;
The product has a manufacturing defect;
You receive the wrong item;
An item is missing from your order;
The package appears to have been damaged during transit.

For damaged, defective, incorrect, or missing items, we may offer one of the following resolutions:

A replacement product;
A full or partial refund;
A reshipment of the missing item;
Another reasonable solution agreed upon with the customer.

Photographic or video evidence may be required before a replacement or refund can be approved.

5. Non-Returnable Items

The following products may not be eligible for return unless they arrive damaged, defective, or incorrect:

Items showing signs of use, misuse, or customer-caused damage;
Products returned without their original packaging or components;
Items altered, repaired, or modified after delivery;
Gift cards or promotional credits;
Final-sale or clearance items clearly identified as non-returnable before purchase;
Products that cannot be returned for health, hygiene, or safety reasons once opened or used.

Any exclusions will be clearly disclosed on the applicable product page when required.

6. Exchanges

We do not guarantee direct product exchanges. The fastest way to obtain a different item is generally to return the eligible product for a refund and place a new order.

If your product arrived damaged, defective, or incorrect, please contact us before placing another order. We may arrange a replacement at no additional cost.

7. Refund Process

After we receive and inspect the returned product, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method used at checkout. Depending on your bank, credit card company, or payment provider, it may take several business days for the refund to appear in your account.

Original shipping charges are not refundable when a paid shipping option was selected, unless the return results from our error. Standard worldwide shipping is currently provided free of charge.

8. Partial Refunds

A partial refund may be issued when:

The returned product is not in its original condition;
Packaging, accessories, or components are missing;
The item shows signs of unnecessary handling;
The product has been damaged after delivery;
Only part of a multi-item order is returned.

We will explain any refund deduction before completing the refund where reasonably possible.

9. Order Cancellations

To request an order cancellation, contact us immediately at support@reliefnest.xyz.

We will make reasonable efforts to cancel the order before processing or shipment. However, cancellation cannot be guaranteed once an order has entered fulfillment or has already shipped.

If the order cannot be cancelled, you may request a return after delivery in accordance with this policy.

10. Refused and Unclaimed Deliveries

Orders refused at delivery, left unclaimed, or returned because of an incorrect or incomplete address may be subject to additional handling or reshipping costs.

Please review your shipping details carefully before completing checkout.