Welcome to RELX Support

Product Information


Status

Remaining Power

LED Notification

Charging Case - Input

0 - 99%

Charging Case’s white LED flashes slowly

100%

Charging Case’s white LED turns on

Charging Case - Output

25% - 100%

Charging Case’s white LED turns on

0 - 25%

Charging Case’s white LED flashes slowly

Device - Input

0 - 99%

Device’s white LED flashes slowly

100%

Device’s white LED turns on before flashing 3 times and fading out

The Charging Case Mini (1000 ma) will be recharged in 60 - 90 minutes.

The Charging Case Max (1500 ma) will be recharged in 90 -120 minutes.

RELX Classic device is made of aluminum alloy with high strength and endurance. The shell material of cartridge is PCTG produced by Eastman in the US, which is mostly used to make aviation cups, milk bottles, etc. It is resistant to high temperature and will not release harmful substances, thus you can use it without any worries."

RELX adopts a soft lithium battery with a capacity of 350mA and a charging time of about 1h. For a person who smokes one pack of cigarettes a day, it can last for a whole day, 250-300 puffs approximately.

Kind Reminder: In order to protect your own safety and the device quality, please do not use it while charging.

During Standing: when the device device is not used, the indicator will be off;

Low Battery: when the power is less than 10%, the indicator will flash 10 times;

During Charging: The indicator will stay on, and after it is fully charged, it will be off;

The indicating light flashes 3 times:

  1. Inhale protection: This protection mechanism is to protect the user from irritation caused by heavy inhale, the mod will initiate the protection mechanism.
  2. Overcharged protection: This protection mechanism is to protect itself when the charging cable is unplugged with too much strength after it is fully charged or unplugged frequently, and the indicator will flash 3 times.
The capacity is 2ml, around 650 puffs.
The kit for beginners includes Classic device with color optional, a peppermint RELXPod, a USB charging cable and a booklet.
All RELX devices are not waterproof.
Our pods contain 18mg/ml nicotine. 
RELX Alpha and Classic have their own advantages. Because the design concept and structure of the two products are different, Alphapods and REXLPods cannot be shared.

The shelf life of the pod is 1 year only when it is stored correctly and unopened. We recommend to finish the product 15 days after opening. 
For RELX Pod Pro for Infinity/Essential, the shelf life is up to 18 months when stored unopened in a cool and dry place.

We provide you with utmost customer service, please send your questions over

1> Live chat online (7/24 online support)

2> Email via support@relxintl.com (work hour: 9am - 7pm HKT)

Shipping & Receiving

1）Age Verification is to verify your age and it's necessary for any order.
2）There are 3 methods to verify your age: facial verification, ID card, credit card.
3）If you are failed to verify your age，please contact RELX Global Customer Service Team - support@relxintl.com.
Maybe because you haven't completed the age verification survey (When providing your information, you must enter your real name) after making your payment.

No. You have to complete the age verification survey (When providing your information, you must enter your real name) after making your payment or your order will not be placed.

 

Your products will be shipped from the RELX UK domestic warehouse located in Bristol.

Normally you will receive your order within 3-7 business days(national holidays excluded) unless it includes pre-ordered items. Please check carefully the pre-ordered instructions and its expected delivery date.

In addition, we have provided a compensation policy for shipping delay. For details, please refer to the page: https://relxnow.co.uk/pages/warranty.

Normally we ship package via Royal Mail. If any requirement, please contact our customer service.
Sorry, the shipping address can't be changed once the order is shipped. Before the order is shipped, you can contact our official customer service by sending an email to support@relxintl.com to change your address.
For specific logistics status, please enter the logistics order number you received at https://relxnow.co.uk/pages/track-order for the query.

For the specific logistics status, please enter the logistics order number you received at https://relxnow.co.uk/pages/track-order for the query. If the logistics status is not updated for more than 7 working days, please contact our customer service by sending an email to support@relxintl.com to help you deal with it. Our customer service will reply to your email within 24hrs.

In a situation where you have not received your order within 25 days of purchase, please contact us (via IM at relxnow.co.uk, or write to support@relxintl.com) and send us your order number along with your concerns.
In addition to the outer packaging, our products are additionally equipped with an internal protective film. If the package is damaged, open it to see if the product is damaged. If it is not damaged, you can still use it. If the product is damaged, please contact our customer service by sending an email to support@relxintl.com within 48 hours after receiving the product, and our customer service will reply your email within 24hrs.
Before the package is shipped, you can contact customer service to help you arrange the cancellation of the order. Once the package is shipped, the order can't be canceled.
Generally, the tariffs need to be borne by the buyer upon clearance before entering a UK warehouse. You don’t have to pay for tariffs.

Payment & Safety

We support payment via PayPal and credit cards (Mastercard/Visa). For a faster and more convenient payment experience, we strongly recommend that you prioritize using PayPal. If you encounter any problem during the payment process, please feel free to contact our customer service by sending an email to support@relxintl.com, we will reply to your email within 24hrs.

This situation is very rare, you can refresh the page and try to pay again. In any case, if your account is abnormally debited repeatedly, you can contact our customer service, we will verify the situation. The extra money paid will be returned to your original payment account.

We reserve the right to cancel your order and refund the original account if we detect one of the following vialations before the goods are shipped out or signed for:

  1. Ordered products exceed the purchase limit with the same account.
  2. A single account does not violate the purchase restriction, but an individual is determined (through payment account, delivery address, IP address, contact number, or other methods) to be linked to numerous accounts which cumulatively violate the purchase restriction.
  3. RELX receives notification from the credit card issuer or PayPal that the transaction was somehow fraudulent.
  4. RELX determines that the purchase was made through improper means or finds evidence that order was not made legally.  

Please be assured that we will not collect or store any of your payment information. As all payment processes are handled directly by PayPal (an internationally renowned payment service provider), we do not have access to your personal payment information.

Warranty & Maintenance

RELX devices and RELX pods come with a One (1) year or Eighteen(18) months limited warranty¹ from the date of manufacture or purchase² from http://www.relxnow.co.uk or from Authorized RELX Stores. A replacement device or pod will assume the remainder of the warranty period of the original device or pod.

One (1) year limited warranty¹: RELX Classic device and pods, RELX Alpha device and pods, RELX nano, RELX i device and pods, RELX nano 2, RELX Infinity & Essential Device, Infinity Charging Case.

Eighteen(18) months limited warranty¹: RELX Pod Pro.

The date of manufacture²: RELX Classic pod, RELX Alpha pod, RELX nano, RELX i pod, RELX nano2, RELX Infinity pod and RELX Essential pod.

The date of purchase²: RELX Classic device, RELX Alpha device, RELX i device, RELX Infinity device and RELX Essential device. This does not affect your statutory rights.

The damage caused by quality problems can be refunded without obligation within 60 days from the date of order. If it is within 1 year, then it can be replaced without return.

Please contact us through our customer service by sending an email to support@relxintl.com, and provide fault pictures/videos to explain specific problems, so that customer service can better understand and judge the problem, then they will provide you with a solution within 24hrs.

First of all, we sincerely apologize for the inconvenience and trouble brought to you.

If you want to replace the product, we recommend that you:

  1. Prepare clear pictures or videos which can fully prove the damage of the product.
  2. Send your specific problems, pictures or videos along with your order number to support@relxintl.com.
  3. After being received by our customer service, we will solve your problem as soon as possible

Thank you very much for your support of RELX. Only products purchased from our official website can enjoy the relevant after-sales services. The products purchased from other channels do not enjoy the same after-sale mechanism as that of the official website, for details, please refer to https://relxnow.co.uk/pages/warranty.