If you did not receive your package, double-check your tracking information found in the shipping confirmation text or in your RELX account dashboard.

We recommend checking in with neighbors, front desk, mailrooms, or anywhere it may have been delivered. Please also check that the shipping address that was entered for the order is accurate and complete.

Please note: You must report damaged or missing items to us within 72 hours of the date of delivery. Failure to do so may result in a denied claim by the shipping carrier and exclusion from our return/exchange policy.

Once your order ships, you will receive a shipping confirmation text with a link to your tracking number. Please allow for 24 business hours before receiving your tracking details.

Please note: Your order confirmation text is sent immediately after your purchase, which is different from your shipping confirmation text.

Your tracking information is also available in your RELX account dashboard. You can see the status of your delivery and a detailed tracking history by clicking on "View Tracking History" in the courier section.

To get more information on your delivery, to select notification preferences for delivery updates, and to access the courier's contact information, you can enter the tracking number directly in the courier's website.

If the tracking information shows your delivery is being held by the courier, use their website, or contact the courier directly to locate where your delivery is.

We reserve the right to cancel your order and refund the original account if we detect one of the following vialations before the goods are shipped out or signed for:

Ordered products exceed the purchase limit with the same account.

A single account does not violate the purchase restriction, but an individual is determined (through payment account, delivery address, IP address, contact number, or other methods) to be linked to numerous accounts which cumulatively violate the purchase restriction. 

RELX receives notification from the credit card issuer or PayPal that the transaction was somehow fraudulent. 

RELX determines that the purchase was made through improper means or finds evidence that order was not made legally.  

RELX devices and RELX pods come with a One (1) year or Eighteen(18) months limited warranty¹ from the date of manufacture or purchase² from https://relxnow.com³ or from Authorized RELX Stores. A replacement device or pod will assume the remainder of the warranty period of the original device or pod.

One (1) year limited warranty¹: RELX Classic device and pods, RELX Alpha device and pods, RELX nano, RELX i device and pods, RELX nano 2, RELX Infinity & Essential Device, Infinity Charging Case.

Eighteen(18) months limited warranty¹: RELX Pod Pro.

The date of manufacture²: RELX Classic pod, RELX Alpha pod, RELX nano, RELX i pod, RELX nano2, RELX Infinity pod and RELX Essential pod.

The date of purchase²: RELX Classic device, RELX Alpha device, RELX i device, RELX Infinity device and RELX Essential device. This does not affect your statutory rights.

If possible, check your package for damage before you sign for it. If you see damage, refrain from signing for it and hand it back to the courier to return to us. Please contact the RELX Global Care Team if you notice the damage upon delivery. Report damaged products to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the delivery carrier and exclusion from our return/exchange policy.

If you want to replace the product, we recommend that you:

1. Prepare clear pictures or videos which can fully prove the damage of the product. 
2. Send your specific problems, pictures or videos along with your order number to support@relxintl.com.

3. After being received by our customer service, we will solve your problem as soon as possible.

If you have this suspicion please refer to https://relxnow.com/pages/verify to verify the authenticity of your product.

The fight against unauthorized and counterfeit devices is a long-term commitment to upholding a high level of quality and service by RELX. RELX advises consumers to be cautious when purchasing devices from unauthorized resellers. While RELX would like to help victims of counterfeiting, we are not able to reimburse money used to purchase infringing or counterfeit goods, nor do we assist with the resolution of disputes. In the case where we have a good faith belief that warranty claims are the result of counterfeit devices, we may reject such warranty claims at our sole discretion.

Please follow the steps below to obtain service under the limited warranty:

1.  Review your limited warranty to confirm that your RELX device or pod is covered.

2.  Retain your receipt or other proof of purchase for your records.

3.  If there is no date of purchase available at the time you request a warranty claim, then the warranty start/end dates will be determined by the date of manufacture included in the product Serial Code .

4.  Follow the warranty claim instructions to submit your claim to the RELX Global Care team or the authorized RELX Stores. You will be required to provide the Serial Code  of your RELX device or pod as well as details of the issues experienced.

5.  You must return your approved-for-warranty RELX device or pod to Authorized RELX Stores to obtain service on your warranty claim. Authorized RELX Stores will not be responsible for lost or damaged returns sent by you.

Please note:

1.  The RELX Global Care Team may request additional details about the device or pod, including pictures or videos, and may attempt to troubleshoot common issues before approving warranty service.

2.  RELX will only honor this limited warranty for customers of minimum age as stipulated by local laws at the time of purchase.

3.  RELX will service warranty claims only if the delivery of replacement products is permitted under local laws.

1.  Damage caused by accident, abuse, misuse, flood, fire, earthquake, or other external causes;

2.  Damage caused by the device or pod being exposed to or coming into contact with moisture (e.g., liquids, water, or rain, extreme humidity, unusual heavy perspiration or other moisture), or extreme thermal or environmental conditions (e.g., sand, food, dirt or similar substances);

3.  Damage caused by operating the device or pod outside the guidelines of permitted or intended use as described by RELX in the device or pod documentation;

4.  Damage caused by unauthorized modification to alter functionality or capability;

5.  Damage (1) attributable to accessories or attachments not authorized or recommended by RELX or (2) attributable to accessories or attachments authorized or recommended by RELX but where usage of those accessories or attachments was outside of normal or recommended use;

6.  Cosmetic damage occurring through wear and tear, including but not limited to scratches, dents, and broken plastic;

7.  Any device or pod where the Serial Code has been tampered with, erased, obscured, or is found to not be genuine; 

8.  Degradation of batteries from normal use (please contact RELX Global Care Team for more information on battery degradation);

9.  Damage caused by unauthorised opening, disassembling or tampering with your device or pod in any way; and

10. Devices or pods purchased from unauthorized retailers.

The mission of RELX is to empower adult smokers through technology and design, ethically. Millions of adult smokers have already converted to using RELX products. We will continue to provide a quality alternative to combustible tobacco, helping enable millions more adult smokers transition away from cigarettes in the coming years. 

Core to this mission is preventing the illegal sale of our products to anyone below the legal smoking age. To achieve this, RELX:

·        Operates an in-house program in which retail staff are monitored to determine if they are adhering to applicable minimum age laws. 

·        Makes significant investments in product development and innovation aimed at preventing the use of our products by anyone below the legal smoking age.

Underage use of certain product categories remains a persistent problem, and at RELX we are committed to combating underage use of our product. While we have made great strides in our mission, we are continuously working on new approaches to address the issue more effectively. We welcome the opportunity to work with lawmakers, regulators and advocacy groups in pursuit of restricting our product to its intended users – adult smokers. Underage use prevention is among the company’s highest priorities.