Refund policy

Last Updated: 01/02/2026

  1. General Policy

    At Relex ("the Company," "we," "us," or "our"), we prioritize quality and customer satisfaction. Due to the hygienic and intimate nature of our products, we do not accept returns or exchanges for reasons of change of mind, incorrect size selection, or style preference.

    All sales are considered final unless the product you received is:

    1. Incorrect (different from what you ordered)
    2. Materially defective (with a proven manufacturing flaw)

  2. Eligibility for Return

    2.1 Acceptable Reasons for Return

    We will only accept returns under the following specific circumstances:

    • Wrong Item Shipped: You received a product that does not match your order confirmation.
    • Defective Product: The product has a verifiable manufacturing defect (e.g., broken seams, hardware malfunctions, material flaws). Minor variations in color, texture, or fit due to digital display differences or normal production variations do not constitute defects.

    2.2 Non-Returnable Items

    The following are categorically non-returnable:

    • Products that have been worn, tried on against skin, washed, altered, or damaged.
    • Products where the original hygiene seals or protective packaging have been removed or tampered with.
    • Products purchased during final sale or clearance events.
    • Products where the customer simply changed their mind or ordered the wrong size.
    • Intimate apparel, swimwear, bodysuits, and other hygiene-sensitive items should be discarded once their protective hygiene strips or packaging have been compromised.

  3. Return Process for Eligible Items

    3.1 Notification Requirement

    If you believe you have received a wrong or defective item, you must:

    1. Contact our Customer Service within 48 hours of delivery at info@colette-beauty.com.
    2. Provide your order number and clear photographic/video evidence of:
      • The issue (for defects) or
      • The product received alongside your packing slip (for wrong items).

    3.2 Authorization and Return

    If your claim is approved, we will provide a Return Merchandise Authorization (RMA) number and specific return instructions. Returns sent without prior authorization will not be accepted.

    3.3 Condition for Return

    Eligible items must be returned in their original, unused condition, with all tags attached and in the original, unopened packaging. Any product that shows signs of wear, trial, or removal of hygiene protections will be refused, and no refund will be issued.

  4. Refunds for Approved Returns

    4.1 Refund Processing

    For approved returns of wrong or defective items:

    • We will provide a prepaid return shipping label.
    • Upon receipt and verification of the returned item, we will issue a refund to your original payment method within 14 business days.
    • The refund will be for the full product price. Shipping charges are non-refundable unless the error was ours.

    4.2 Replacement Option

    At our discretion, we may offer a replacement of the same item (subject to availability) instead of a refund.

  5. Statutory Rights Acknowledgement

    5.1 Israeli Law Compliance

    As an Israeli company, we operate in accordance with the Consumer Protection Law, 5741-1981. This no-return policy is implemented due to the specific nature of our goods, which are exempt from standard cancellation rights under regulations concerning hygienic products.

    5.2 International Customers

    For customers in the European Union, the United Kingdom, the United States, and Canada, this policy does not affect your statutory rights regarding faulty or misdescribed goods. If a product is defective or not as described, you retain your legal rights to a remedy under your local consumer protection laws.

  6. Inspection Dispute Resolution

    All returned items undergo rigorous inspection. If an item is found to be ineligible per this policy, it will be returned to you at your expense, and no refund will be processed. Disputes regarding eligibility will be resolved at the Company's sole discretion, in good faith.

  7. Contact Information

    Company: Relex
    Brand: Colette Beauty
    Address: Rameh, Israel
    Phone: +972-54-503-6082
    Email: info@colette-beauty.com