Eligibility:
- You must request the return within 90 calendar days of the order dispatch date.
- To initiate, email support@getsmoothspine.com with your order number and reason for return.
- We may provide a Return-Authorisation (RA) number and instructions.
Condition of Return:
- The massager must be unused (except for testing) and in substantially the same condition you received it, with all accessories, manuals and packaging.
- If the device is defective or damaged upon receipt, contact us immediately; we will arrange replacement or refund.
Shipping Costs:
- [Decide: e.g., “We will cover return shipping costs” or “Customer pays return shipping”].
- Customers are advised to use a trackable shipping method; we are not responsible for items lost in transit.
Refund Processing:
- Once we receive and inspect the returned item, we will notify you of approval or rejection of your refund.
- If approved, we will refund the original payment method within 5 business days.
- Refund amount will be the product cost (excluding duties, taxes, shipping costs) unless agreed otherwise.
Non-Refundable Items:
- Items marked as “final sale” (if any) cannot be returned.
- If the product shows clear signs of misuse, excessive wear, or missing components, we may reject the return.
Exchanges:
- If you wish to exchange the product for another model (if available), contact us and we will handle as refund + new purchase.
Important Notes:
- Your consumer statutory rights (under applicable law) remain unaffected by this policy.
- International customers: customs duties or import taxes you paid are non-refundable via us; you must contact your national customs authority if applicable.