Our Satisfaction Guarantee

We know you might be new around here, and we want you to feel comfortable ordering through our website.

To keep fairness for both sides, similar to retail stores, we follow a written return policy described below.

While most retailers do not allow return of cosmetic products, if you are not satisfied with your First (1st) order, you get cuts or razor burn with our gel, we make it easy for you to return your First (1st) order for a refund in accordance with the return policy below for purchases made on this website www.remayshave.com. Our "No cuts or razor burn" guarantee is limited to this return policy. 

Returnable Items

• First 1 Time Purchase orders of: 1 Packs, 2 Packs, 3 Packs and 4 Packs within 60 days of order
• First Subscription Box within 30 days of order

Non-Returnable Items / Exceptions

• Any subscription renewal boxes, including the first box after a renewal has occurred 
  
• International Orders (orders outside of USA & Canada)
• Orders of 5 Packs or larger
• Original and return shipping
  
• Gift Cards

Troubleshooting Tips

Out of +50 000 customers, we've had less than 400 returns. Like with anything new, it’s best to try REMAY® for several shaves to get the hang of the new method. Please see troubleshooting tips below to solve an issue you may have. A better shave awaits.

Sticky Razor/Not Gliding: When you switch over to REMAY®, start using our gel with a brand new razor as your old razor will be contaminated with different chemicals from other products changing the chemistry of how it was designed to work. Do not use pre-shave products when using REMAY®, all you need to do is wash your face before shaving to soften facial hair. If you happen to have very hard water that is not properly softened, the gel will not be as slippery as designed because the minerals in the water prevent the water activation. In this case, you would need to activate the gel using LESS water and/or increase the salt in your water softener system. Another very likely cause of a sticky razor is if you use mineral sunscreen (zinc). The large molecules stick to razor blades and can make a razor very sticky. Unfortunately mineral sunscreens are very hard on razors and needs to be washed off extremely well before shaving.

Tugging/Pulling: The job of shave gel is to prevent cuts, bumps, razor burn and to moisturize the skin (not tugging/pulling). Just like you can’t cut a tomato with a dull knife, the way to prevent tugging and pulling is to use a new razor and to soften hairs with warm water for longer. If other products feel like they are giving less tugging, this is likely because they take longer to apply which allows more time for hair softening.

IMPORTANT: When you use REMAY® for the first time, please use a brand new razor as your old razor will be contaminated with other chemicals and products affecting how it is designed to work. You don't need a new razor for every shave, only your first shave when switching over to REMAY®. From best to worse - the best time to shave to prevent tugging is during a shower (because of the steam and alternate sensory stimulation). The second best time is to shave is immediately after a shower while your face is still wet (because of the time for softening). At the very least, it is recommended to shave after washing your face at the sink (recommended for those less sensitive to tugging). Washing your face before shaving not only helps soften hairs, but it also helps sanitize the shaving area to prevent infections and allows the chemistry of the product to behave as intended. In summary, soften hairs for longer with water and use a new blade.

Gel depleting quickly: Try not to apply as much product, it's not intended to foam, a little goes a long ways, a couple wipes is all you need to protect the skin. You can use a lot less product than you might think. Don't overly heat the gel with hot water, just enough heat for your comfort. It’s best to wash your face with warm water before shaving first instead of only relying on the heat of the gel. Don't apply it vigorously, use light pressure as you apply the gel and it will last a very long time. Always put the protective lid back on when not in use: don't try to "air dry" the gel or it will shrink. If you are leaving it in the shower, put your name on it and tell others in the household not to use yours, people like to sneak a try.

Razor clogging: You are likely applying far too much product, try using less product and apply more water. Experiment with a different "gel to water" ratio. The gel is specifically designed with water solubility in mind and can easily be rinsed from the blades with hot water. You can also push backwards on the razor across your skin (the opposite direction of shaving) and it will eject the hairs from the blades. 

Can't see where you've shaved: The product is designed to be clear to allow you to see where you are shaving. If you really want foam, you can make the gel foam by activating it with LESS water to create a thicker lather. However, this is not necessary to protect the skin.

 USA

Returns for Subscriptions (Subscribe & Save) USA

We truly want you to feel comfortable becoming a REMAY® Shave Bar Club member and keep fairness for everyone. While most retailers do not allow return of cosmetic products, if you are not satisfied with your first (1st) initial shipment, you can request to return your first (1st) shipment within 30 days of order for a refund minus $4.50 for shipping costs. Refunds are applied once items are returned to us within 15 days of receiving a return label. Please note we do not accept returns or refunds of any box after the first (1st) renewal has occurred (including box 1, 2, 3...10...). This gives plenty of time to try the first (1st) box to decide before the renewal. We need to plan and set aside inventory for renewing boxes and are charged transaction fees on renewals. This is why we provide the ability to self cancel your subscription inside of your account. This helps prevents mistakes as it is handled between you and the computer. To keep integrity of the club and fairness to all members, sorry, but no exceptions. 

Instructions to make a Subscribe & Save Return:

1. Cancel your subscription inside your account
2. Request a Return
3. We will review if it is within 30 Days
4. Once approved we will send a return label
5. Items must be returned within 15 Days of return label
6. Refunds are issued to the original payment method minus $4.50 for return shipping

Stick the label to the original box over top of the existing label. Put the box in your mailbox or bring it to your local USPS post office. 

• Creating multiple accounts/subscriptions or cancelling before receiving a trial could result in the cancellation of the shipment and account without refund. We are not responsible for stolen boxes marked as delivered or overdrafts from insufficient funds. If we are given the wrong shipping address, we can ship a replacement box to the correct address but for the regular price of the box. Please contact us through our contact page to let us know about any shipping address or email address mistakes you might have made 24 hours before the renewal and we will gladly help.

Returns For 1 Time Purchases USA

While most retailers do not allow return of cosmetic products, if your purchase was made within 60 days on this website (remayshave.com), we have a 60-day return policy on returnable 1 time purchase products, which means you have 60 days of your order date to request a return.

Instructions to make a 1 Time Purchase return:

1. Request a Return
2. We will review if it is within 60 Days
3. Once approved we will send a return label
4. Items must be returned within 15 Days of return label
5. Refunds are issued to the original payment method minus original and return shipping (~$4.50-$15) depending on the order size

Stick the label to the original box over top of the existing label. Put the box in your mailbox or bring it to your local USPS post office.

If you simply need help with a damaged or missing item, you can contact us through our contact page and we will gladly help!

USA Returns are sent to the following address:

REMAY Shave

42832 State Route 12

Alexandria Bay, New York

13607-2216

You can always contact us first for any return question through our contact page.

 

 Canada

Returns For Subscriptions (Subscribe & Save) Canada

We truly want you to feel comfortable becoming a REMAY® Shave Bar Club member and keep everything fair for everyone. While most retailers do not allow return of cosmetic products, if you are not satisfied with your first (1st) initial shipment, you can request to return your first (1st) shipment within 30 days of order for a full refund. Return costs are not included in the purchase as shipping costs were already subsidized in the original shipment. Please note we do not accept returns or refunds of any box after the first (1st) renewal date has occurred (including box 1, 2, 3...10...). This gives plenty of time to try the first (1st) box to decide before the renewal. We need to plan and set aside inventory for renewing boxes. This is why we provide the ability to self cancel your subscription inside of your account. This helps prevents mistakes as it is handled between you and the computer. To keep integrity of the club and fairness to all members, sorry, but no exceptions. 

Instructions to make a Subscribe & Save Return:

1. Cancel your subscription inside your account
2. Request a Return
3. We will review if it is within 30 Days of order
4. Once approved, bring your package to Canada Post (or your carrier of choice) and return the package to the return address on the label. Economical shipping is accepted 
5. Items must be returned within 15 Days of approval
6. Refunds are issued to the original payment method

Stick the label to the box covering up any existing labels. 

• Creating multiple accounts/subscriptions or cancelling before receiving a trial could result in the cancellation of the shipment and account without refund. We are not responsible for stolen boxes marked as delivered or overdrafts from insufficient funds. If we are given the wrong shipping address, we can ship a replacement box to the correct address but for the regular price of the box. Please contact us through our contact page to let us know about any shipping address or email address mistakes you might have made 24 hours before the renewal and we will gladly help.

Returns for 1 Time Purchase Canada

If you simply need help with a damaged or missing item, you can contact us through our contact page and we will gladly help!

Returns are sent to the following address: 

 The return address on the original shipping label.

 International Orders

(Orders outside of USA/CAN)

Generally personal hygiene items such as deodorants, shave creams, soaps and toothpastes are not returnable items at a store. Due to this and the cost prohibitive nature of international shipping, all international orders are final and non returnable.

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Damages, Defects & Issues

Please inspect your order upon delivery and contact us immediately (maximum 30 days since delivery) through our contact page if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and replace the items. Compensation is limited to the value of the order. A damaged/defective item is an item that is significantly unusable as it was originally intended. Do not use items that are defective. If you would like to return the items, we follow the standard return policy procedure above. For international orders, upon approval, we will only refund the items deemed defective.  

Credit Card Disputes/Chargebacks 

To keep fairness for everyone, similar to retail stores, online stores also have a return policy.

Banks rely on store policies to make fair commerce decisions (e.g. returnable vs non returnable items).

Please contact us through our contact page to try to resolve any issues first, we will gladly help and adhere in accordance to our subscription, shipping & return policies. To keep fairness for everyone, please do not request an exception.  

Chargebacks are not an appropriate way to cancel an order, attempt to circumvent our store policies or request a standard return. For standard returns, please contact us through our contact page and we will gladly help. Chargebacks costs businesses in fees, time and processor reputation. Chargeback / Friendly fraud to circumvent store policies is a form of illegal online shoplifting. It may also affect your ability to purchase items online in the future as your activity is visible to merchant fraud detection systems.

Therefore, if a dispute is an attempt to circumvent our store policy (e.g. filing a chargeback as a way to try to return a non-returnable item, cancel an order in transit or request a standard return on a returnable item):

• A restocking fee of 100% of the order total will apply to disputes trying to circumvent our policies. If applicable, customers filing a dispute in order to circumvent our policies will also be responsible for returning all items at their own expense otherwise it is considered chargeback fraud and will be reported. It is common for fraudsters to place an order and submit a chargeback after shipping confirmation even if a package has not yet been delivered. In this case, the order may be cancelled/diverted and a restocking fee of 100% of the order total will apply.

Lost Shipment 

Depending on the shipping service selected at checkout, tracking will likely be included. For obvious reasons, we rely on the tracking confirmations provided by our carriers. If a shipment is redirected or lost in transit 3 days past the expected delivery date, please notify us through our contact page and we will gladly help make sure it is re-shipped or issue a refund/partial refund depending on the situation.

Returned To Sender

When a package is returned to us by the carrier, the product is destroyed because of aesthetic and sanitary reasons from the extended transit. Packages automatically returned to us by the carrier for reasons such as "Refused", "Unclaimed", "Moved", ect... are deemed abandoned, final and non refundable.

Incorrect Address

When you place your order, your order confirmation email will display the shipping address we were given. Please contact us through our contact page to let us know about any shipping address mistakes you might have made before the package is shipped and we will gladly help correct it. Once a package is shipped it is too late to correct it. If we are given the wrong shipping address and the package has already shipped, we can reship the package once it arrives back to us, however, you will need to repurchase shipping at the cost it will cost us to reship the package again. We will hold a package returned to us for a maximum of 14 days, if it is still unclaimed or you have not repurchased the reshipment label, the package will be deemed abandoned, final, non refundable and be disposed of. 

Shipment Marked as Delivered

Depending on the shipping service selected at checkout, tracking will likely be included. For obvious reasons, we rely on the tracking confirmations provided by our carriers. We are not responsible for stolen boxes marked as delivered. If the tracking confirms the package was delivered but you are unable to find it, it is damaged or items are missing, we will certainly help get this resolved for you as quickly as possible, however, because the tracking has marked this package as delivered, you will will need to complete the following steps as they can only be completed by the recipient.

We ship with USPS which means the package is delivered with your regular mail (mailbox/community mailbox) by your regular Mailman and your local post office. They are the ones who have marked it as delivered and should know where it is, if the item was damaged or if the shipping weight was incorrect.

Step 1: Please make sure the address is correct, it was shipped to the address we were provided in your order confirmation email.

Step 2: Please check with other members of the household to see if someone else accepted the package, and check any other locations that packages are typically left at your address. It might be placed in a safer location outside of street view or away from weather damage.

Step 3: (Optional) Ask your mailman if you happen to see them.

Step 4: (Required) Please complete the Help Request form with USPS here: https://usps.my.site.com/emailus/s/package-inquiry (This needs to be completed by the recipient, and cannot be completed by us). Save the case number as proof of completion. USPS will forward the information to your local post office to start a search and contact you directly within 7 days. USPS is very successful at finding missing packages. Unfortunately because of mail fraud, this is the standard USPS procedure to find missing packages/items and damage claims marked as delivered.

If after completing the USPS Help Request Form they are unable to resolve the issue, please provide us with the case number and we will gladly help further.

Order Cancellation

When an order is placed we are charged a credit card processing fee. If you would like to cancel a 1 time purchase order that has not already shipped, we can do so for a 3.5% restocking fee. Subscription renewals are final and cannot be cancelled.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, for physical goods, you have the right to cancel an order within 14 days of delivery to the orders final delivery address for any reason and without a justification. This means you must first receive the package in your possession so that you can return it to the appropriate return warehouse (located in Canada) to the address we will provide for contents/seal inspection. For hygiene and safety reasons, shave gel is considered a hygiene product and we do not accept returns of products that have been unsealed after delivery. This includes when the plastic shrink wrap seal on the shipping box has been opened or the shipping label seal has been cut. In summary, you may return your order to our Canada based return/inspection warehouse within 14 days of delivery to your delivery address, provided the box is sealed with its original seal as delivered (do not unseal the shipping box). Please note that you are responsible for the return shipping costs to the appropriate Canada based return warehouse to the address we will provide. Once the sealed box has been returned to the provided Canadian address for contents/seal inspection, and the seal has not been broken, we will issue a refund to the original payment method within 14 days. We do not refund return shipping costs unless upon our inspection the item was faulty or incorrect. We are unable to refund import duty/tax as this is paid to your local government instead of us.

Important: Refusing the package, un-claiming the package, not paying import duty/tax by the required date, returning the package to sender, moving or providing an incorrect shipping address will cause the package to be automatically sent to a destruction warehouse by the carrier without a refund from us. In these cases, you are agreeing to abandon the package and have it destroyed without refund. To make a valid return, you must ship it to the proper Canadian return warehouse we will provide. Save your shipping receipt/tracking incase there is a dispute for the package being returned. We recommend using your local governments tracked postal service when returning items to Canada. The quicker the mail service used to return the items to us, the quicker we can inspect to see if the seal has been opened and issue the refund.

Last updated: 27/05/2026