How do I return an item purchased on Relo?

This step-by-step guide will help you return the item with peace of mind so you can quickly get a refund, repair, or replacement.

You can generally return an item and receive a full refund or exchange within 30 days of receipt, unless you damaged the item. Even after those 30 days, you're still covered by our one-year warranty if a technical issue arises and you need to have the product repaired.

For more information, and to avoid unnecessary delays, please review our return policy and then follow the steps below.


To begin your return: Please submit your request through the Return Center page, specifying the reason and attaching photos of the product. When you reach the confirmation page, it means the return process is underway. We will process your request within one business day, and once approved, you will receive an email with the return label and instructions.

Prepare your item for its journey

Please note that if your item has significant physical damage (e.g., a broken screen), oxidation (liquid damage), or has been opened by a third party, it will not be covered by Relo's warranty.

For items not covered by warranty, the seller will return the device to you unrepaired.

To avoid any disputes regarding the condition of your item, please take clear, bright, and ideally glare-free photos that show the item's buttons and ports. Please add the photos in the image upload section of your return request. If you cannot upload all the photos at once, you can email them separately to support@relo.top after submitting your return request.

Smartphone photos must show:

  1. The device with the screen on (if possible)
  2. The device with the screen off
  3. The back of the device
  4. The left side
  5. The right side
  6. The top
  7. The underside

When you return an item, Relo will run a series of tests on your device and may even completely restore it. So, no matter why you're returning your device—whether it's for an exchange, a refund, or any other type of repair—you should always back up and delete your data first.

If your device isn't working (or at least your screen isn't responding), you won't be able to back up your data, but you can always check if there's a backup using one of your cloud accounts.

If you return an item without deactivating your iCloud, Google account, or eSIM, processing your refund or exchange will be significantly delayed.

Whether you want a refund, repair, or exchange, there are several reasons why we ask you to deactivate your user accounts and eSIM:

  • Protect your data and privacy
  • Allow Relo to restore and repair the device
  • Allow another person to use the device if it is resold

PLEASE NOTE: You must deactivate your user accounts and eSIM to return a device safely; otherwise, Relo will not be able to repair, reuse, or connect to it.

Please print your proof of purchase or receipt and include it in the package. If you don't have a printer, you can write the following information on a blank piece of paper and include it in the package:

  • Your first and last name
  • The order number
  • The date of the order

Electronics must be packaged with quality materials to withstand bumps and jolts during transport. By packaging your item with the right materials and methods, your fragile and valuable item is guaranteed to arrive at Relo undamaged. Keep in mind that you risk losing your refund if the item is not packaged properly. Here are some basic principles for good packaging:

  • If your device has a screen protector, leave it in place to protect it during transport.
  • If your device has a protective case, remove it; we will not be able to return it to you later.
  • Be sure to include all accessories that came with the item (charger, cables, etc.) before securely packaging everything for return.
  • Do not package your item in an envelope.
  • Do not reuse old boxes, as they may have lost their rigidity and be refused by the carrier upon drop-off.
  • The cardboard should be strong and sturdy, with a double or triple wall.
  • Use materials such as bubble wrap, air bags, cardboard, or foam cushioning granules to wrap and/or tightly secure your item in the package so that it cannot move during transport. Do not leave any empty spaces in the package.
  • Use tape (not cellophane, masking tape, string, or rope) and be sure to seal all corners and openings (center and edges).
  • Affix the return label to the top of the package (you can also add an additional label inside the package to help identify your shipment in case the original label is detached or damaged).

For even more security:

  • Take photos of the inside and outside of the package (make sure the return label is visible). It's not necessary to send us the photos at this stage, but they are useful in case of a dispute with the carrier.
  • Ask the drop-off point for proof that you have dropped off the package (this could be a stamp or a piece of paper).

Good to know, if you don't have a printer, it is sometimes possible to print your return label on site.

Carefully follow all the carrier's instructions (shipping, drop-off at a relay point, packaging the package, etc.) and keep proof of drop-off.