FAQs

How do I take your products?

All of our products have suggested dose and instructions on the label. However , if you feel unsure, please contact us with a general inquiry and one of our representatives will be able to assist you.

 

How can I contact you?

Our dedicated team is available via email at rlive@usa.com. We endeavour to respond to all questions within 24 hours.

 

How long will it take to receive my order?

We send all orders out next working day after they are received. Delivery times depend on the method of postage you pay for. If you select the free postage option then delivery time is normally 3-5 days. For Europe please allow 5-7 days and the rest of the world can be 7-10 days (extra postage costs apply).

 

Which payment methods are accepted?

Payments are made via PayPal. We accept all major credit and debit cards such as Visa, Master Card & American Express. Just fill in your details on the checkout page and click proceed to PayPal. If paying by card please select this option before logging into PayPal directly, a choice is given when you’re put through to the next page.

What is your return policy?

The following returns policy refers to all customers ordering from rlive.co.uk.

Our returns policy only applies to products purchased directly from our website. Your item must be in its original unused or unopened condition to be returned, unless there is a manufacturer defect.You must return the item within 30 days of your purchase.

Please use the contact us via email for approval before returning your item.

Mail your returned item to: (Buyer pays for return shipping) R-Live, Oakfield House, Derby Road Ind Est, Heanor, Derbyshire, DE75 7QL. Include in your package a letter stating the reason for your return along with your full name and address.

RETURN EXCEPTIONS

Items cannot be returned if they are opened. Merchandise that has been worn, used, opened, or altered will not be accepted for return or exchange.

EXCHANGES

Exchanges of any of product purchased from the website only must be within 30 days of your purchase due to any manufacturer defects. R-Live LLC retains the right to decide which products are eligible for exchange due to any manufacturer defects. Please contact us via email (rlive@usa.com) explaining what is wrong with your item first before returning it for exchange.

ERRORS IN ADDRESS

If you make an error when writing the address for your order, please note that we cannot change the delivery address after an order has been submitted. We work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues. If you’ve made an error in the shipping information on your order and it causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us you will be responsible for return shipping fees, and we will only be able to refund you for the cost of merchandise only, not the shipping amount.

VIOLATION OF LAWS

Please familiarise yourself with your country’s import restrictions before ordering. We cannot be held responsible for any delays, fees, fines, or penalties incurred by your order due to a violation of law. Items sold at rlive.co.uk are intended for personal use only.

CUSTOMER REFUSAL

Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our warehouse in undamaged and resalable condition. In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we’ll instruct the courier to destroy the package and we’ll be unable to issue a refund of any kind.

CUSTOMS SEIZURE

Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our warehouse in undamaged and resalable condition. In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we’ll instruct the courier to destroy the package and we’ll be unable to issue a refund of any kind.

LOSS OF PACKAGE

Although it is rare for international orders to get lost, please be aware that it can happen. International orders may take up to 60 days to clear customs, depending upon delivery method and government procedures. An international order will not be considered “lost” until 60 days have elapsed from the date of shipment. We are unable to process claims until this 60-day period has passed. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that we do not offer replacements or store credits. In the event that your order has been lost, you must report it as lost to us within 90 days of date of purchase. Please contact us by email, to discuss your options. If you wish to contact us please do so via email: rlive@usa.com

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203 S. Main St.
STE 3000 Sheridan,
WY, 82801, USA

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