Return & Refund Policy — Redalux

Thanks for shopping with Redalux. Please read this policy carefully before purchasing — it explains when and how returns, replacements, and refunds are handled.

Before you return anything

All requests must be submitted to hello.redalux@gmail.com within 14 days of delivery, and must include your order number. Do not send any item back before we have confirmed your request in writing and provided a return authorization and address. Unauthorized returns (including items sent without confirmation) may be refused at the carrier, or received but not refunded, and any handling or reshipping costs may be deducted from any refund ultimately issued at our discretion.

Once we confirm a return, you must ship the item back within 7 days of receiving the return address, using a trackable, insured method. We are not responsible for items lost, delayed, or damaged in transit, and a lost or undelivered return will not be refunded.

Change of mind (non-EU/UK customers)

If you simply change your mind, you may request a return within 14 days of delivery. To qualify, all of the following must be true:

• the item is unused and unopened, with all seals, protective films, and hygiene barriers intact;
• the item is returned in its original packaging, complete with all accessories, manuals, and inserts;
• the item shows no signs of use, cosmetic wear, or damage;
• return shipping is arranged and paid for by you.

Because Redalux is a personal-care device that contacts the skin, any item with a broken hygiene seal, or showing any sign of use, cannot be accepted back for hygiene and safety reasons and will not be refunded or returned to you.

If your return is approved, we will issue a refund to your original payment method, less a 20% restocking fee, deducted from the refund amount. Original shipping costs are never refundable.

All approved returns are inspected on arrival. We reserve the right to refuse a refund or store credit, or to reduce the amount, if the item does not meet the conditions above.

Damaged or defective on arrival

If your item arrives damaged or faulty, contact us within 48 hours of the delivery timestamp shown on the courier's tracking record (not 48 hours from when you contact us). Claims submitted after this window will not be accepted, as the condition of the item can no longer be reliably attributed to shipping or manufacturing.

To be considered, your claim must include:

• your order number;
• clear photos or video of the outer shipping box and inner packaging showing their condition on arrival, together with the fault itself in the same set of images — claims showing only the damaged item, with no packaging shown, may be declined as unverifiable;
• for suspected transit damage, the damage shown must be consistent with mishandling in shipping (e.g. crushed or torn packaging); damage that is inconsistent with normal transit or handling may be treated as misuse and declined.

We reserve the right to request the item be returned to us, at our expense, for inspection before any replacement or refund is issued, and to decline a claim where the evidence provided does not reasonably support a manufacturing or shipping fault. Where a claim is approved, we will send a free replacement of the same item; if a replacement is not available, we will issue a refund. We also reserve the right to decline further damage/defect claims from a customer where a pattern of repeated or inconsistent claims suggests misuse of this policy.

Results and suitability

Redalux is a cosmetic personal-care device, not a medical device. Results depend on individual skin type, consistency of use, and other personal factors, and vary from person to person. We do not offer returns, refunds, exchanges, or store credit on the basis that results did not meet personal expectations, regardless of how long the item has been used.

Not eligible for return, refund, replacement, or store credit

• Requests made outside the timeframes above
• Items with a broken seal, missing packaging/accessories, or any sign of use
• Damage caused by misuse, unauthorized repair, accident, or normal wear
• Orders confirmed as delivered by tracking to the address provided at checkout
• Sale, clearance, bundle, or promotional items, unless stated otherwise at time of purchase
• Any item returned without prior authorization

EU and UK customers

If you are located in the EU or UK, you have a statutory right to cancel your order within 14 days of delivery for any reason and receive a refund to your original payment method, as required by applicable law. To exercise this right, you must still notify us at hello.redalux@gmail.com within the 14-day window. The item must be returned unused and in a condition allowing us to resell it as new; you may be held liable for any diminished value resulting from handling beyond what is necessary to establish the nature and functioning of the item. Return shipping for such cancellations is your responsibility, unless the item is faulty. This section applies only to the extent required by law in your jurisdiction, and nothing in this policy is intended to limit rights that cannot be waived under EU or UK consumer protection law.

How refunds are issued

Approved refunds are returned to your original payment method within 10–14 business days of us receiving and inspecting the returned item. Store credit, where issued, is applied within 5 business days. Your bank or card provider may take additional time to post the funds; Redalux is not responsible for delays caused by third-party payment processors.

Contact

Questions about a return, replacement, or refund? Email hello.redalux@gmail.com with your order number and we'll help.

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This policy is provided for the Redalux store and is not legal advice. Consumer protection laws vary by country and may override provisions of this policy for customers in certain jurisdictions. Please have this policy reviewed by a qualified professional before publishing it, particularly regarding EU/UK consumer rights and any restocking fees or hygiene-seal exclusions, which are regulated differently in different markets.