Return & Refund Policy

This Policy forms an integral part of our Terms and Conditions of Sale and governs the rules for returns, refunds and our 30-Day Money-Back Guarantee. Terms used but not defined in this Policy have the meaning given to them in the Terms and Conditions of Sale.

1. OUR 30-DAY MONEY-BACK GUARANTEE

We want you to try Relivio on your own shoulder, in your own bed, for long enough to know whether it helps. That is why every order is covered by a 30-day money-back guarantee: if you are not satisfied for any reason, you may return your Relivio within thirty (30) days of delivery for a full refund of the purchase price – even if you have worn it.

Under this guarantee:

• The 30 days run from the day the carrier confirms delivery.

• The product may have been worn and washed; it must be returned complete (shoulder support plus any included accessories) and free of damage beyond normal use.

• Each customer may return one order under this guarantee. Multi-packs (Day & Night Set, Family Pack) are covered as a whole order; partial returns of a set are refunded pro rata at the per-unit price paid.

• Free bonus digital content remains yours and has no effect on the refund.

• Products purchased from unauthorized sellers or third-party marketplaces are not covered.

2. HOW TO RETURN – MANDATORY STEPS FOR ALL RETURNS

Step 1 – Register the return first. Email support@getrelivio.com (or use the Contact Us form) with your order number and the reason for the return before sending anything back. For damaged or defective items, attach clear photos. Returns sent without prior registration cannot be matched to an order and may delay or prevent your refund.

Step 2 – Approval and instructions. Within 2 business days you will receive return instructions and the return address. Package the item securely and ship it with tracking to the address provided. We recommend keeping your proof of postage until the refund has been issued.

Step 3 – Inspection and refund. Refunds are issued after we receive and inspect the return, as set out in Section 5. Return transit typically takes 3–10 business days within the US.

3. RETURN SHIPPING COSTS

• Returns under the 30-Day Money-Back Guarantee: you are responsible for the cost of return shipping (a tracked USPS parcel typically costs $5–10). Original shipping charges for optional upgrades (e.g. Priority Shipping) are non-refundable.

• Damaged, defective or incorrect items: we cover the return shipping, or we simply send a replacement without requiring a return – at our discretion.

4. DAMAGED, DEFECTIVE OR WRONG ITEMS; 2-YEAR WARRANTY

If your Relivio arrives damaged, is defective, or is not what you ordered, contact us within 7 days of delivery with your order number and photos. We will send a free replacement or issue a full refund, at your choice.

In addition, every Relivio Shoulder Orthosis is covered by a two (2) year limited warranty against defects in materials and workmanship (for example, straps or closures that fail under normal use) from the date of delivery. The warranty does not cover normal wear, damage caused by misuse, machine washing on hot settings, tumble drying, or alterations. To make a warranty claim, email us with your order number and photos of the defect; we will replace the product free of charge.

5. REFUND PROCESSING

Once we receive and inspect your return, refunds will be issued within seven (7) business days to the original payment method. Depending on your financial institution, it may take an additional 3–10 business days for the refund to appear on your statement. If you paid using PayPal, Apple Pay or Google Pay, the refund is processed through that provider and its processing times apply.

We may decline or reduce a refund where the returned item is incomplete, damaged beyond normal use, or where a return was sent without registration and cannot be matched to an order. If you refuse delivery of an order instead of registering a return, we may deduct return shipping and handling costs from the refund.

6. EXCHANGES

Relivio is designed to fit the vast majority of adults with its adjustable straps, so size exchanges are rarely needed. If the fit is not right for you, contact us – we will first help you adjust it, and if that does not solve it, you can return it under the 30-Day Money-Back Guarantee.

7. DIGITAL CONTENT

Bonus digital content (guides, videos, routines) provided free with an order has no cash value and is not refundable. Where digital content is faulty or not as described, contact us within 14 days of supply with supporting details and we will replace it.

8. A NOTE ON CHARGEBACKS

If anything looks wrong with a charge, contact us first – most billing issues are resolved within days, and a refund from us reaches you faster than a card dispute. Where a chargeback is filed for a charge that was disclosed and authorized and the products were delivered, we will contest it with our order, consent, and delivery records, and we may bill you directly for amounts owed, as set out in the Terms and Conditions of Sale.

9. CONTACT US

Email: support@getrelivio.com

Contact Us form: https://getrelivio.com/contact

Track your order: https://getrelivio.com/track

Correspondence Address: Multiecom Empire LLC / Relivio, 1209 Mountain Road PL NE, STE N, Albuquerque, NM 87110, USA

Last updated: October 27, 2026