WELCOME TO RELX SUPPORT


RELX PRODUCT KNOWLEDGE

Is RELX device waterproof?

All RELX devices are not waterproof.

How do I get started with my RELX device?

First, please make sure you are using the right pods for your device: The RELX Classic device is compatible with RELX Classic Pods, while the RELX Infinity and Essential devices are compatible with RELX Infinity Pods.

Start by simply inserting the RELX pod into the RELX device.

How do I charge my RELX device?

The RELX Classic uses micro USB cable, while the RELX Infinity and Essential use Type C cables. The RELX Infinity has an additional pogo pin for the wireless charging option compatible with its charging case and charging dock.

Your RELX device is charging when the LED light pulses white. You'll know your device is fully charged when the light stops pulsing and is a solid white. It takes about 45-60 mins to fully charge your RELX device. RELX's smart-charge technology is designed to reduce overcharging.

You can charge a RELX device with a RELX pod inserted into the device, but this is not necessary.

How do I turn on my RELX device?

No buttons are required to turn on your RELX device, simply inhale from the mouthpiece. Once you have inserted a RELX pod into your RELX device, you are ready for a unique experience.

Do I have to clean the RELX device?

RELX devices are easy to maintain. To clean the charge contacts and inside the RELX device, use a dry or slightly moistened cotton bud.

What is the best way to store the RELX device?

Avoid storing a RELX device for more than two weeks on an empty charge. It is best to charge the device entirely and remove the RELX pod before storing.

As with all products containing nicotine or intended for use with the consumption of nicotine, store the RELX device out of reach of children and pets.

How does the RELX pod work?

RELX uses a closed-loop temperature control algorithm designed to deliver the ideal amount of power to the RELX pod. The liquid is heated using an industry standard wick and nichrome coil system.

How long does a RELX pod last?

The number of puffs per RELX pod varies by individual usage. It usually varies between 350-500 puffs.

How should I store my RELX pod? Do they expire?

While RELX Infinity Pods have an expiry date of 18 months from the date of manufacture, they are meant to be used soon after purchase.

We recommend that you finish using your pod within 15 days of opening it to maintain the best taste. After 18 months, you may notice a difference in the flavor or quality.

To help ensure the quality of the RELX pods, store them unopened at room temperature in a dry environment out of reach of children and pets until use.

What is in the e-liquid of a RELX pod?

Building on years of research, RELX produces our own proprietary e-liquid formula with a high manufacturing standard and the strictest quality control process.

Our ingredients include glycerol, propylene glycol, flavorings and nicotine salt. 

Nicotine salt is the active ingredient.  Despite common misconceptions, nicotine is not a carcinogen, but is known to be an addictive chemical.

Glycerol is a hypoallergenic ingredient used as a sweetener, and texture enhancer commonly used in foods.

Propylene Glycol is a colorless, odorless ingredient commonly found in beverages, baked goods, and other household consumables.

RELX uses standard non-oil-based flavoring compounds used in foods.

Can I open or refill my RELX pod?

To ensure product safety and quality, RELX pods are not designed to be reused or refilled and should not be opened. Opening or otherwise tampering with the pod will render the warranty on the pod null and void.

ORDERING & SHIPPING 

Can I redirect my order to a different address if my order has already shipped?

Sorry, we can only provide shipping to the original destination specified in the order details.

What should I do if I receive wrong items or if any of my ordered items are missing?

In the event that there’s an issue with your order contents (whether wrong or missing items), please contact RELX New Zealand customer support (support@relxnow.co.nz) ASAP with photo evidence to back up your claim, and we will process it at the earliest.

What should I do if my tracking has not been updated for an extended period of time?

If you’ve been checking the tracking system for over 10 days without any updates, please contact RELX New Zealand customer support (support@relxnow.co.nz).

What should I do if my parcel was damaged upon delivery?

If the damage to the parcel affected the contents inside, please take adequate photo evidence and contact RELX New Zealand customer support (support@relxnow.co.nz).

How do I track my order?

Once you order has been shipped, you will receive our notification email with the tracking number. If you have not received the tracking number after 2 business days of completion of your order, please contact RELX New Zealand customer support (support@relxnow.co.nz).

When will I receive my order?

Please expect to receive your order within 2 - 3 business days depend on your location.

What shipping methods do you offer?

All orders will be delivered to you by Courier Post with signature required.

What should I do if my parcel is lost?

In a situation where you have not received your order within 5 business days of purchase, please contact RELX New Zealand customer support (support@relxnow.co.nz) and send us your order number along with your concerns.

How do I cancel my order?

You can cancel your order only before it has been processed for shipping; if your order has already been shipped, we are unable to cancel your order.

PAYMENT & SECURITY

What payment methods do you accept?

We accept major credit cards.

Does RELX collect and store my payment details?

We do not collect or store any of your payment details. Since all payments and payment processes are handled directly by Payment Express, we have zero access to your personal payment information.

WARRANTY & REPAIR

I’m due for a refund, how long until I receive it?

All refunds are processed within a 10 business days period.

Do I need to pay for the shipping fee when returning a product for repair or replacement?

In the event that you need to return a product for repair or replacement (as covered by the limited product warranty), simply print the waybill code provided to you by the customer service team to avoid having to pay any shipping fees. If you wish to return or request replacement for reasons outside of those covered by the warranty, you will be responsible for paying the shipping fees. Please ensure you pay the exact postage amount, failing which your package will either be rejected or sent back to you; RELX New Zealand is not responsible for unpaid packages upon their arrival.

My device is malfunctioning; how do I get it repaired?

The warranty period for vaping devices purchased from relxnow.co.nz is one year from the date of purchase. A replacement device assumes the remainder of the warranty period of the original device.

What's the process for return and replacement?

Valid claims can be filed by emailing the RELX New Zealand at support@relxnow.co.nz

All warranty claims must be supported with proof of purchase, failing which the entire claim will be voided.

RELX New Zealand reserves the right to request additional details about the relevant device or product, including photos and videos.

RELX New Zealand reserves the right to initiate device repair procedures to restore function before approving a product exchange or refund.

RELX New Zealand will replace a product at no charge if a valid claim under this limited warranty is received within the warranty period.

**This Limited Warranty is NOT transferable to subsequent purchases



STILL HAVE ANY QUESTIONS?

Contact us any time at support@relxnow.co.nz