Refund policy

14-day return policy

You have 14 days after your order is delivered to request a voluntary return.

To be eligible for a change-of-mind return, the item must be unused, unwashed, clean, in the same condition in which you received it, and returned with its original accessories and packaging. You will also need your receipt or proof of purchase. The sleep mask and travel neck pillow are personal-use products and are eligible for change-of-mind returns only if they remain unused, unopened, and in their original sealed packaging.

To start a return, contact us at helloreluno@gmail.com. Please do not send anything back before contacting us. If your return is accepted, we will provide the correct instructions and return address. Items sent without prior approval may not be accepted, and the address shown on the original parcel may not be the correct return address.

Return shipping

For a voluntary return because you changed your mind, ordered the wrong option, or no longer want the item, you are responsible for the cost of tracked return shipping. Return-shipping costs are non-refundable. We do not charge a restocking fee.

If an item arrives damaged, defective, materially different from its description, or different from what you ordered, Reluno will provide a prepaid return label or confirm that no return is required. After reviewing the issue, we will offer an appropriate replacement or refund.

Damaged, incorrect, or missing items

Please inspect your order when it arrives and contact us as soon as possible—ideally within 5 calendar days—at helloreluno@gmail.com. Include your order number and, where reasonably possible, clear photos or video of the product, packaging, and shipping label. Reporting promptly helps us investigate with the carrier or fulfillment partner.

If an item or parcel is missing, no return is required. Bundle components may arrive in separate parcels, so we will first check all available tracking information. If the item is confirmed lost or cannot be located after a reasonable investigation, we will replace or refund the affected item.

Bundles and complimentary gifts

A complete change-of-mind return of a bundle must include all paid products and complimentary gifts received with that bundle. Refunds are based on the amount actually paid after discounts. If only one component is damaged, defective, incorrect, or missing, we may replace or refund that component without requiring the complete bundle to be returned.

Exceptions / non-returnable items

Used or opened personal-use items, gift cards, and items clearly marked as final sale are not eligible for voluntary change-of-mind returns. This exception does not apply when an item is defective, damaged, incorrect, or materially not as described. Contact us before returning any item if you are unsure whether it is eligible.

Exchanges

The fastest way to receive a different item is to complete an approved return and place a separate order. If we sent the wrong item or the item is defective, contact us first so we can arrange the appropriate resolution.

Refunds

We will notify you after we receive and inspect an approved return, or after we confirm that no return is required. If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card provider may require additional processing time. If more than 15 business days have passed since approval, contact helloreluno@gmail.com.

Nothing in this policy limits rights that cannot lawfully be excluded.