All RELX devices are not waterproof.
- RELX PRODUCTKNOWLEDGE
- ORDERING &SHIPPING
- PAYMENT &WARRENTY
Is RELX device 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.
STILL HAVE ANY QUESTIONS?
Contact us any time via email email@example.com
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. However, you may contact DHL Express directly for redirect your parcel if they can accept your request.
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 Australia customer support (firstname.lastname@example.org) with photo evidence to back up your claim ASAP, and we will process it immediately.
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 5 days without any updates, please contact RELX Australia customer support (email@example.com).
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 Australia customer support (firstname.lastname@example.org).
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 Australia customer support (email@example.com).
When will I receive my order?
Please expect to receive your order within 5 business days depend on your location. Don’t be surprise if you receive your parcel overnight as well.
What shipping methods do you offer?
All orders will be delivered to you by DHL Express.
What should I do if my parcel is lost?
In a situation where you have not received your order within 5 days of purchase, please contact RELX Australia customer support (firstname.lastname@example.org) 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.
Where will the order shipped from?
Due to current Australia regulation, all Australia orders will be shipped out from New Zealand.
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 Paypal, we have zero access to your personal payment information.
What is the Return / Cancellation Policy?
We do not have to provide a refund if you have changed your mind about a particular purchase, so please choose carefully. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
All courier charges on returns are not refundable unless the return is due to you receiving goods differ from that which you purchased or your goods are damaged in transit. If you do receive a product which is faulty or different from that which you purchased, please contact us immediately to arrange a return or exchange of the product. We will then inspect the returned product and if found to be faulty or different from that which you purchased, you will be reimbursed for the delivery charge. For goods damaged in transit, we may refuse to exchange these damaged goods if you signed for them at the time of delivery, accepting the goods were received in good condition. Please ensure you check your goods for any damage prior to signing the delivery docket for your product.
I’m due for a refund, how long until I receive it?
All refunds are processed within 10 business days.
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 Australia is not responsible for unpaid packages upon their arrival.
My device is malfunctioning; how do I get it repaired?
Please contact RELX Australia customer support (email@example.com) with details about the issue and photos/videos of the malfunction.
What's the process for return and replacement?
Once your package has been received and verified against the warranty, we will issue a full refund or a replacement for the eligible products. If an accessory is returned without cause, RELX Australia reserves the right to deduct the shipping fee from the refund amount.
My RELX device is not working
This may be the result of dropping device on hard surface, or device is blocked by built up condensation or dust. You can fix this in a very simple way: 1) remove the pod. 2) put the device in your mouth and blow into it as much as you can to clear out the blockage inside. 3) put the pod back and try again. If the issue persists, please try a new pod to make sure it's not a defected pod.
My pod is leaking
A pod that is leaking a little can still be used, just be sure to wipe off any leaked liquid before you insert it back into your vape device. Leaking may be caused by the liquid being pulled up into the air path. Some common causes:
1. Built-up condensation blocks the pod chamber. Condensation does happen during normal use and stays on the bottom of the pod, please wipe it off regularly.
2. Don’t bite or squeeze as you puff on the pod, your mouth should be relaxed on the mouthpiece.
3. Hard puffing on the mouthpiece may also cause leaking, try puff gently.
4. Rapid change of air pressure may cause leaking so please detach pod and device during air travel, keep the pods sealed in a container.
5. Avoid having the device and pod upside down for long, always try to keep it upright so the liquid stays in the bottom of the pod.
My device makes a popping sound when I'm puffing
Please don't worry, the popping sound occurs because some of the pods are using the cotton atomizer. The popping/clicking sound happens when the cotton is dry, normally a few puffs at the beginning and it will go away once the cotton is moisturized. In other words, the popping/clicking sound is a normal situation. You can find more information regarding cotton atomizer here.
The reason why there may be a strange taste when you puff is that the wick inside the coil is dried or worn out. Please follow the below steps to fix this issue: 1) cover the hole at the bottom of the pod. 2) suck hard on it for 1~2 seconds to extract the juice. 3) spit away the excess juice that is in your mouth and you should see some bubbles in the pod. 4) you can try the pod again and the burnt taste should be gone. If not, please contact our customer care center and we would love to assist you.
My batteries don't last as long as they used to
For best RELX device performance, please use the original cable for charging, and immediately disconnect the power once it's fully charged, we found that over-charging (longer than 40 minutes) can cause battery failure, especially when using an adaptor over 2A current.