Refund and Returns Policy

At TheraSpine™, your comfort and peace of mind are our highest priorities. We stand behind the engineering of our products and want you to have complete confidence in your purchase. Please read our policy below to understand our return guidelines, warranty claims, order cancellations, and refund processing procedures.

Our 60-Day Trial & Eligibility

Our return window is valid for 60 calendar days from the date your tracking status confirms delivery. If 60 days have passed since receipt of your package, we unfortunately cannot offer a return, replacement, or refund.

To be eligible for a return under our trial or standard return process:

  • The item must be in its original operational condition, free from excessive physical wear, dirt, pet hair, or intentional damage.
  • The product must be returned with all original components, including the handheld controller, power cables, base pads, and official retail packaging.
  • You must provide a valid order confirmation number or direct proof of purchase from the official store (gettheraspine.com).

Functional Defects, Damaged Items & Exchanges

We take strict measures to ensure every TheraSpine™ device is thoroughly tested before leaving our fulfillment center. However, if your item arrives damaged in transit or displays any operational/mechanical defect:

  1. Notify us within 7 days of delivery at [email protected].
  2. Include your full name, order number, and a short video or clear photos demonstrating the functional defect or transit damage.
  3. Upon review and verification, our team will immediately arrange a free replacement or provide a pre-paid return label to send the unit back for an exchange.

Order Cancellations & Modifications

Our automated fulfillment system begins processing and preparing shipments shortly after orders are placed to ensure rapid international transit.

  • Cancellation Window: We accept cancellation requests within 60 minutes of order placement.
  • How to Request: If you need to cancel an order, email [email protected] immediately with the subject line: “URGENT CANCELLATION – Order #[Your Order Number]”.
  • Once an order has entered warehouse processing, dispatch, or transit, it cannot be canceled mid-route and must be handled under our standard returns process upon physical receipt.

How to Initiate a Return

To request a return authorization, follow these steps:

  1. Contact Customer Support: Email [email protected] with your order number, reason for return, and receipt details.
  2. Receive Return Authorization: Our support team will review your request within 24 business hours and provide you with return instructions and our designated return warehouse address. (Please do not send packages back to the address listed on your shipping label without prior authorization, as unauthorized shipments cannot be tracked or accepted).
  3. Pack & Ship: Securely pack the item in its original box with all accessories. We strongly advise using a trackable courier service with insurance, as we cannot be held responsible for packages lost or damaged in transit back to our facility.

Note: Unless an item is deemed defective or damaged on arrival, customers are responsible for covering their own return shipping postage. Original shipping fees (if any) are non-refundable.

Refund Inspection & Processing

Once your returned unit is received at our facility:

  1. Our quality inspection team will inspect the product and verify that all original accessories and packaging are accounted for.
  2. You will receive an email notification confirming receipt and the approval or rejection of your return.
  3. Upon approval, your refund will be credited directly back to your original method of payment (credit card, debit card, or payment provider) within 5 to 10 business days, depending on your financial institution’s processing timeline.

Late or Missing Refunds

If your refund status has been marked as approved but you do not see the credit:

  • Check your banking app or credit card statement again, as pending transactions can take a few business days to clear.
  • Contact your bank or credit card issuer directly, as international transactions often have an internal holding and clearance window before posting.
  • If you have checked with your bank and still have not received your funds after 10 business days, contact our team at [email protected] and we will verify the transaction reference code for you.