Refund policy
Effective date: August 2026 · Rekove Official · shoprekove.com
Our commitment
Rekove True Joint Cream is a topical cream you use every day, and nobody can judge a daily routine in two weeks. So our promise isn't a 14-day window — it's a full 90 days from the day the jar arrives at your door, wherever in the world that is.
Please read this policy before requesting a refund. Nothing in it limits the consumer rights you have where you live.
The 90-day promise
Use it properly — a thin layer, massaged in, morning and night — for up to 90 days from the day your order is delivered. If it hasn't made a difference and the jar is half gone, email us and we'll refund your order in full.
- You don't need to send the jar back.
- No forms and no retention call — just email us your order number.
- One guarantee refund per customer.
- Same promise in every country we ship to.
The honest reason for the length: a topical works on daily use, not on a first application. There's no menthol in this cream, so there's no cold rush on day one to mistake for a result. We'd rather give you the whole window than sell you two weeks.
Your consumer rights where you live
The 90-day promise above is a voluntary promise we give in addition to whatever consumer rights you already have under the law of your own country. Those rights are not affected by anything written here, and no time limit in this policy shortens them.
If your country entitles you to a repair, replacement or refund for goods that are faulty, not as described, or not fit for purpose, you keep that entitlement in full — regardless of the 90-day window, the 14-day window, or any other period mentioned below.
Customers in Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Changed your mind — unopened jars
If you change your mind and your jar is still sealed and unopened, email us within 14 days of delivery and we'll refund it in full.
You don't need to post it back. Our fulfilment partner is overseas and return freight would cost more than the jar, so we'll simply refund you. Keep it, give it away, or throw it out — we just ask that you don't resell it.
For hygiene and safety reasons an opened jar can't be resold — but an opened jar is still fully covered by the 90-day promise above. Opening it doesn't cost you anything.
How long delivery takes
We ship worldwide, and the timing is the same wherever you are:
- Processing — 2–3 business days. Every order is checked and packed before it leaves.
- Delivery — 6–12 business days. Free, with tracking from the moment it ships.
- Total — 8–15 business days to your door.
If your order hasn't arrived 15 business days after you placed it, email us. We'll chase the tracking, and if the parcel can't be located we'll send a replacement or refund you — your choice.
Customs, duties and import taxes
Your order ships internationally. Most countries let a single personal-use cream through without charge, but some apply import duty, VAT, GST or a handling fee on arrival, and a few restrict what can be brought in.
Any such charge is set by your own country's customs authority, not by us, and it isn't included in the price you paid. If a charge applies, it's payable by you. If a parcel is refused, returned or held because a charge wasn't paid, we'll refund the order less the shipping already spent.
We can't control customs timing, and any delay there sits outside the 8–15 business day window above.
It's also your responsibility to check that this product can be imported into your country. We can't ship to addresses where local rules prohibit it, and we can't refund a parcel seized by customs for that reason.
Damaged, defective, or the wrong item
If your order turns up damaged, leaking, or it isn't what you ordered, email rekovesupport@gmail.com with your order number and a clear photo. We'll send a free replacement or refund you, at no cost to you, and you don't need to return anything.
Please tell us within 7 days of delivery so we can sort it out quickly. That's a request so we can help you fast — it is not a deadline on your legal rights.
How to request a refund
- Email rekovesupport@gmail.com with your order number and the reason.
- We'll reply within 1–2 business days.
- That's it. There is no jar to post back under any part of this policy.
Refunds and currency
Once approved, we refund to your original payment method. Your bank or payment provider usually takes 5–10 business days to show it; Shop Pay and similar wallets often land sooner.
Shipping is free on every order, so there is no shipping fee to deduct — a refund is a refund of everything you paid.
Refunds are issued in the currency you were charged in. If your card settled in a different currency, your bank sets the conversion rate on the way back, so the amount that lands may differ slightly from the amount that left. That difference belongs to your bank, not to us, and we can't top it up.
Customs duties and import taxes already paid to your own government aren't refundable by us — those are claimed back from your customs authority directly.
Cancellations
You can cancel for a full refund any time before your order is dispatched — normally the first 2–3 business days after you order. Email rekovesupport@gmail.com with your order number and the word Cancel in the subject line.
Once the parcel has left, the sections above apply instead.
Not covered
- Gift cards and promotional credits
- Items marked Final Sale at the time of purchase
- More than one guarantee refund per customer
- Parcels held, seized or destroyed by customs for reasons outside our control
Opened jars are not on this list. They can't be resold, but they are fully covered by the 90-day promise.
Contact
📧 rekovesupport@gmail.com · 🌐 shoprekove.com · ⏱ Response time: 1–2 business days
Rekove may update this policy. Changes are posted here with a new effective date. By purchasing from shoprekove.com you agree to these terms.
True Joint Cream is a topical skin cream. It is not a medicine. It is not intended to diagnose, treat, cure or prevent any disease or condition.