Welcome to RELX Support

Product Information

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 bottle, etc. It is resistant to high temperature and will not release harmful substances, thus you can use it without any worries.

RELX Classic adopts 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.

As soon as you start puffing, the Alpha will begin to calculate the number of puffs.

When you puff more than 15 times in 10 minutes, it is equivalent to get the nicotine intake of one cigarette.

By that time, Alpha will remind you through vibration. (It will be counted only if the puffing lasts over 1s)

When you insert Alpha Pod, the indicating light will flash one time and you can feel the vibration.

During Charging: The indicating light will be brighter and darker alternately.

Unplugging the Charger: The indicating light will flash 3 times.

Charging Completed: The indicating light will stay on, and the Alpha will be ready for use again.

In Use: The indicating light will become brighter and brighter.

Power Prompt < 30%: The red light will be on.

Battery is nearly dead: The red indicating light will flash 10 times."

RELX Alpha is made of aluminum alloy. It takes 336 hours to elaborately finish dozens of procedures from plane drawings to finished products. which gives you a different visual feeling and a more comfortable and elegant texture.
The battery of RELX Alpha device has a capacity of 350mA, which needs about 40 minutes to be fully charged. The white indicator will stay on when the battery is fully charged. For a person who smokes one pack of cigarettes a day, it can last for a whole day, 350-400 puffs approximately.
The capacity for AlphaPod is 1.6ml, about 500 puffs.

Charging temperature: 10 ~ 45 ℃ 

Working temperature: 10 ~ 60 ℃ 

Atomization temperature:  220 ~ 330 ℃  

The kit for beginners includes an Alpha device with color optional, two AlphaPod, a TYPE-C charging cable and a booklet.
RELX Nano adopts Fiberglass device which has passed third-party testing and has related certificate. The manufacturing process is highly purified and does not result in inhalation into the lungs.
The battery capacity of nano device is 270mA, which can support about 200 puffs without charging.
Not in Use: The bottom breathing light will be off
In Use: The bottom breathing light will get brighter and brighter
No power: The bottom breathing light will flash

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.

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

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

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

Our pods currently come with nicotine contents of 5% (50mg per milliliter) or 3% (30mg per milliliter). We also offer other editions for specific regions. Based on a lab study of a RELXPod at 3% nicotine content, each puff lasting 3 seconds contains approximately 0.1828mg of nicotine. The exact amount of nicotine consumed per puff varies with individual use.

All RELX devices are not waterproof.
At this time we only offer non-nicotine RELX pods for some countries. To stay up to date on our newest products, please subscribe to our newsletter.

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 Pod Pros and RELX Pods.

Start by simply inserting the RELX pod into the 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.

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.
RELX devices are easy to maintain. To clean the charge contacts and inside the RELX device, use a dry or slightly moistened cotton bud.

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.

RELX devices are safe for travel, but most airlines restrict the use of vaporizers onboard the aircraft. Most airlines also have restrictions on devices with lithium batteries. Contact your airline or check the list of prohibited items provided by the airline company.

 

Exposure to extreme altitude changes can cause leakage in RELX pods. You should dispose of any partially used RELX pods before you board the aircraft and use a fresh one when you land.

 

If your RELX pod leaks, it is best to avoid direct contact with the liquid. If your hands come into contact with the liquid, please wash your hands with soap and water. You can still use a RELX pod if some e-liquid has leaked, after carefully wiping it off with a clean cloth or tissue before inserting it into your device. If the leakage persists, please contact the RELX Global Care team.

The RELX device is designed to be reliable and intended to exceed our limited warranty. Unlike other e-cigarettes, RELX isn't disposable and should be treated as a consumer electronic device. Follow your city's local recommendations for disposing of a lithium-polymer rechargeable battery.

The RELX device Serial Code is a combination of six-nine characters (letters and numbers).

 

RELX Classic: 

*You can find the Serial Code at the bottom of your device, near the charging plug.

 

RELX Alpha, i, Infinity, Essential: 

*You can find the Serial Code inside the curved opening of the device.

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.
The number of puffs per RELX pod varies by individual usage.

While RELX Nano2 & RELX Pod Pro/RELX Pod for Infinity/Essential 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.

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.

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.
RELX pods are built for puffing under normal drawing pressure. It may take a little extra suction on the first try to get the RELX pod working, but the following puffs should be gentle. Puffing too hard can force liquid up into the air path. It is best to avoid squeezing the mouthpiece between your teeth or lips - this pressure may also force liquid up into the air path and cause leakage. When inserting your RELX pod, place your fingers on the outer edges of the hard plastic mouthpiece to avoid squeezing the RELX pod as it clicks into place. If you're still having trouble, please contact the RELX global care team.
If an incorrect phone number or zip code was entered, then the package may be marked as "return to sender" and returned to our warehouse. Please double-check that your address is accurate for future orders.
Visit our Store Locator to find an authorized retailer near you. Due to the regulated nature of our industry, we encourage customers only to purchase our products from authorized retailers.

Shipping & Receiving

Depending on the your location and the availability of the products, your products will be shipped from North America, China or Canada.

For the specific logistics status, please enter the logistics order number you received at www.relxnow.com/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@relxtech.com to help you deal with it. Our customer service will reply your email within 24hrs. 

Depending on the your location and the availability of the products, your products will have different arrival time:

Located in the North America: 3-6 working days.

Other Regions: 3-7 working days.

For detailed global shipping times, please refer to the website: https://relxnow.com/pages/shipping-times.

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

Depending on the order address, the shipping methods vary. (Note: We may execute the age verification service when you receive the parcel. Please be aware that underage purchase and use are forbidden.)

Shipped from the North America: FedEx. 

Shipped from China: DHL Express.

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@relxtech.com to change your address. 

Please feel free to contact our official customer service by sending an email to support@relxtech.com. We may ask you to provide pictures or videos when contacting the customer service so that they can understand your problem faster and help you solve it in time. 

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@relxtech.com within 48 hours after receiving the product, and our customer service will reply your email within 24hrs.

For specific logistics status, please enter the logistics order number you received at www.relxnow.com/pages/track-order for the query. 

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. 

The tariffs in different countries are different. Generally, the tariffs need to be borne by the buyer. However, as a RELX customer, we will reimburse you for 100% of the actual tariff. If you need to pay the import tariff for your package, please make advance payment and keep the payment voucher, then you can contact our official customer service by sending an email to support@relxtech.com. We will return the tariff you paid within 15-20 working days.

Once an order is placed, we are unable to make any additions or changes to your order. If you change your mind on all the items in the order,  you can cancel your order within 45 minutes of placing it. If your order has been processed or has already shipped, we can help with a return so you can place a new order.

Once your order ships, you will receive a shipping confirmation text with a link to your tracking number. Please allow for 24 business hours before receiving your tracking details.

 

Please note: Your order confirmation text is sent immediately after your purchase, which is different from your shipping confirmation text.

 

Your tracking information is also available in your RELX account dashboard. You can see the status of your delivery and a detailed tracking history by clicking on "View Tracking History" in the courier section.

 

To get more information on your delivery, to select notification preferences for delivery updates, and to access the courier's contact information, you can enter the tracking number directly in the courier's website.

 

If the tracking information shows your delivery is being held by the courier, use their website, or contact the courier directly to locate where your delivery is.

If you did not receive your package, double-check your tracking information found in the shipping confirmation text or in your RELX account dashboard.

 

We recommend checking in with neighbors, front desk, mailrooms, or anywhere it may have been delivered. Please also check that the shipping address that was entered for the order is accurate and complete.

 

Please note: You must report damaged or missing items to us within 72 hours of the date of delivery. Failure to do so may result in a denied claim by the shipping carrier and exclusion from our return/exchange policy.

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@relxtech.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:

Ordered products exceed the purchase limit with the same account.

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. 

RELX receives notification from the credit card issuer or PayPal that the transaction was somehow fraudulent. 

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

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 Nano 2, RELX Pod Pro/RELX Pod for Infinity/Essential, the shelf life is up to 18 months when stored unopened in a cool and dry place.
You must be above the legal smoking age of your location to purchase RELX products from any of our retail channels. Our products are designed for adult smokers only. RELX and our channel partners are obliged to refuse sales of nicotine products to underaged consumers.

The mission of RELX is to empower adult smokers through technology and design, ethically. Millions of adult smokers have already converted to using RELX products. We will continue to provide a quality alternative to combustible tobacco, helping enable millions more adult smokers transition away from cigarettes in the coming years. 

 

Core to this mission is preventing the illegal sale of our products to anyone below the legal smoking age. To achieve this, RELX:

·        Operates an in-house program in which retail staff are monitored to determine if they are adhering to applicable minimum age laws. 

·        Makes significant investments in product development and innovation aimed at preventing the use of our products by anyone below the legal smoking age.

 

Underage use of certain product categories remains a persistent problem, and at RELX we are committed to combating underage use of our product. While we have made great strides in our mission, we are continuously working on new approaches to address the issue more effectively. We welcome the opportunity to work with lawmakers, regulators and advocacy groups in pursuit of restricting our product to its intended users – adult smokers. Underage use prevention is among the company’s highest priorities.

RELX understands your interest in knowing that your personal information will be secure. RELX is compliant with the Payment Card Industry Data Security Standard (PCI DSS) Certification and uses secure socket layer (SSL) technology to help keep your personal information safe.

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.com³ 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 nano2.

 

Eighteen(18) months limited warranty¹: RELX Infinity device and pods, RELX Essential device and pods.

 

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.

RELX only warrants the device and pod against defects in materials and workmanship that arise under normal conditions and use.

All refunds will be returned to your original payment account within 15-30 working days. The specific time will vary depending on the payment method. 

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@relxtech.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. 

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.com/pages/warranty. 

If possible, check your package for damage before you sign for it. If you see damage, refrain from signing for it and hand it back to the courier to return to us. Please contact the RELX Global Care Team if you notice the damage upon delivery. Report damaged products to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the delivery carrier and exclusion from our return/exchange policy.

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@relxtech.com.
  3. After being received by our customer service, we will solve your problem as soon as possible.

1.  Damage caused by accident, abuse, misuse, flood, fire, earthquake, or other external causes;

 

2.  Damage caused by the device or pod being exposed to or coming into contact with moisture (e.g., liquids, water, or rain, extreme humidity, unusual heavy perspiration or other moisture), or extreme thermal or environmental conditions (e.g., sand, food, dirt or similar substances);

 

3.  Damage caused by operating the device or pod outside the guidelines of permitted or intended use as described by RELX in the device or pod documentation;

 

4.  Damage caused by unauthorized modification to alter functionality or capability;

 

5.  Damage (1) attributable to accessories or attachments not authorized or recommended by RELX or (2) attributable to accessories or attachments authorized or recommended by RELX but where usage of those accessories or attachments was outside of normal or recommended use;

 

6.  Cosmetic damage occurring through wear and tear, including but not limited to scratches, dents, and broken plastic;

 

7.  Any device or pod where the Serial Code has been tampered with, erased, obscured, or is found to not be genuine; 

 

8.  Degradation of batteries from normal use (please contact RELX Global Care Team for more information on battery degradation);

 

9.  Damage caused by unauthorised opening, disassembling or tampering with your device or pod in any way; and

 

10. Devices or pods purchased from unauthorized retailers.

Please follow the steps below to obtain service under the limited warranty:

1.  Review your limited warranty to confirm that your RELX device or pod is covered.

2.  Retain your receipt or other proof of purchase for your records.

3.  If there is no date of purchase available at the time you request a warranty claim, then the warranty start/end dates will be determined by the date of manufacture included in the product Serial Code .

4.  Follow the warranty claim instructions to submit your claim to the RELX Global Care team or the authorized RELX Stores. You will be required to provide the Serial Code  of your RELX device or pod as well as details of the issues experienced.

5.  You must return your approved-for-warranty RELX device or pod to Authorized RELX Stores to obtain service on your warranty claim. Authorized RELX Stores will not be responsible for lost or damaged returns sent by you.

 

Please note:

1.  The RELX Global Care Team may request additional details about the device or pod, including pictures or videos, and may attempt to troubleshoot common issues before approving warranty service.

2.  RELX will only honor this limited warranty for customers of minimum age as stipulated by local laws at the time of purchase.

3.  RELX will service warranty claims only if the delivery of replacement products is permitted under local laws.

If a valid claim under this limited warranty is received within the warranty period, an authorized RELX store will, as its only obligation and your only remedy, exchange the device or pod for a new one. In the case of a limited edition or discontinued device or pod, the authorized RELX store reserves the right to provide a functionally equivalent new device or pod if the authorized RELX store is unable to replace the device or pod with an identical device or pod.

RELX only accepts refund claims based on product quality issues, and the product should be purchased on the official RELX website and must be returned directly to RELX within fourteen (14) days of product receipt  RELX will not be able to process refunds if the tamper-proof seal is broken.

 

RELX will not be able to provide refunds for devices or pods purchased through authorized RELX retailers. In such cases, refunds must be obtained from the authorized retailer from which you purchased the device and will be subject to the retailer’s policy on refunds.

 

You may be asked to pay additional delivery and customs clearance fee depending on your location. Contact our customer service for more details.

 

Official website: Global: http://www.relxnow.com, Canada: http://ca.relxnow.com, UK: http://relxnow.co.uk, Spain: http://relxnow.es, France: http://relxnow.fr, Russia: http://relxnow.ru, and Malaysia: http://relxnow.my

If you have this suspicion please refer to https://relxnow.com/pages/verify to verify the authenticity of your product.

 

The fight against unauthorized and counterfeit devices is a long-term commitment to upholding a high level of quality and service by RELX. RELX advises consumers to be cautious when purchasing devices from unauthorized resellers. While RELX would like to help victims of counterfeiting, we are not able to reimburse money used to purchase infringing or counterfeit goods, nor do we assist with the resolution of disputes. In the case where we have a good faith belief that warranty claims are the result of counterfeit devices, we may reject such warranty claims at our sole discretion.