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Exchange And Return Process

1. terms of service after sale

1. Customers who need to return or exchange goods due to incorrect actual quantity, model and product quality can apply for refund or exchange within two weeks after receipt of the goods, which will not be accepted if they are overdue.

2. For returned and exchanged products, it is important to keep the original package (including outer packing and inner filler) intact and ensure that the label of the goods is intact. The label of the goods is the only evidence for RLX Solutions to coordinate with the supplier to return and exchange the goods. If lost, it will not be exchangeable.

3. In case of application for return due to product quality problems, customers should provide detailed performance test reports in English as the basis for negotiation between RLX Solutions and suppliers. If necessary, the third party's English test report is also required.

4) the invoiced order must be returned if the application is returned.


2. no after-sales service will be accepted.

1) the product's original packaging and labels are damaged and missing.

2). The products that have been tested on the machine have been tested.

3). The time of receipt is more than two weeks.

4) the invoice has been lost.

5) the customer's own reasons for the mistake.


3. submit after-sales procedures

1) users can be in the "member center".—[My Order] page, search the order number or product model to find the completed order that needs to apply for sale, Click“Apply for after sale”For example, figure:

2) Enter the after-sales details page, fill in according to the prompt and save it. RLX Solutions customer service personnel will contact you in time and communicate with you for processing.


4. after-sales service processing time

After the application is submitted, the customer service staff of RLX Solutions will receive and feedback within two working days.


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