Refund policy
Here's the updated policy with the correct email throughout:
Return & Refund Policy
Effective Date: May 2025 Brand: Rekove Official | rekoveofficial.com
Our Commitment
At Rekove, we stand behind every KneeCore Pro™ we ship. If you're not completely satisfied with your purchase, we're here to make it right. Please read our policy carefully before initiating a return.
Return Eligibility
You may request a return within 14 days of delivery of your order.
To be eligible for a return, your item must meet the following conditions:
- Returned within 14 days of the confirmed delivery date
- In its original packaging (box, tags, accessories included)
- Free from excessive wear, damage caused by misuse, or alterations
- Accompanied by proof of purchase (order number or confirmation email)
We accept returns on tried items. We understand you need to wear the KneeCore Pro™ to assess fit and comfort. Items that have been worn for trial purposes are accepted for return, provided they are clean and in resalable condition.
How to Initiate a Return
- Email us at rekovesupport@gmail.com with your order number and reason for return
- Our team will respond within 1–2 business days with your Return Merchandise Authorization (RMA) number and return address
- Pack your item securely and ship it back using a trackable shipping method
- Email us your tracking number once shipped
⚠️ Returns sent without an RMA number will not be accepted and may be returned to sender.
Return Shipping
- Return shipping costs are the responsibility of the customer
- We recommend using a trackable courier service — Rekove is not responsible for items lost or damaged in return transit
- Original shipping fees are non-refundable
- For international returns, please mark the package as "Returned Goods" on customs forms to avoid additional duties or taxes
Refunds
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.
If approved:
- A full refund will be issued to your original payment method
- Processing time is typically 5–10 business days after approval, depending on your bank or payment provider
- Shopify payments may reflect sooner — your bank's processing time may vary
If rejected (item deemed excessively damaged, soiled, or returned outside the 14-day window), we will notify you and return the item to you at your cost.
Size Exchanges
Getting the right size matters for your recovery. That's why we offer one free size exchange per order.
To request a size exchange:
- Email rekovesupport@gmail.com within 14 days of delivery
- We will send you a replacement in your new size at no additional cost
- You return the original size at your own shipping expense
- Once we receive the original item, your new size will be dispatched within 3–5 business days
Available sizes: M | L | XL — refer to our size guide at rekoveofficial.com
Damaged, Defective, or Wrong Items
If you receive a product that is:
- Damaged upon arrival
- Defective or faulty
- The wrong item
Please contact us at rekovesupport@gmail.com within 7 days of delivery with:
- Your order number
- A clear photo of the damaged or incorrect item
We will send you a full replacement at no cost, including free return shipping of the faulty item where required. You will not be charged for any additional shipping or handling.
Non-Returnable Items
The following are not eligible for return or refund:
- Items returned after the 14-day return window
- Items that have been altered, washed incorrectly, or damaged due to misuse
- Gift cards or promotional credits
- Items marked as Final Sale at the time of purchase
- Items returned without an RMA number
International Orders
We ship internationally and welcome returns from all countries we serve.
Please note:
- International customers are responsible for all return shipping costs and any customs/import duties on returned parcels
- Mark your return package as "Returned Goods — No Commercial Value" on the customs declaration to avoid delays or additional charges
- Refund processing times may be slightly longer for international orders due to shipping transit times
- Rekove is not responsible for packages held or seized by customs
Cancellations
Orders can be cancelled within 12 hours of placement for a full refund, provided the order has not yet been dispatched. Once dispatched, our standard return policy applies.
To cancel, email rekovesupport@gmail.com immediately with your order number in the subject line.
Contact Us
For all return, refund, or exchange enquiries:
📧 rekovesupport@gmail.com 🌐 rekoveofficial.com ⏱ Response time: 1–2 business days
Rekove reserves the right to update this policy at any time. Changes will be posted on this page with an updated effective date. By purchasing from rekoveofficial.com, you agree to the terms of this policy.