At Back Restore, we stand behind the quality of our products and want you to be completely satisfied with your purchase. Please read our policy below regarding returns, refunds, and cancellations.
1. Returns & Eligibility
Our return policy lasts 60 days from the date you receive your product. If 60 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
To be eligible for a return:
- Functional Defects: The item must have a proven functional defect or damage.
- Original Condition: The product must be unused and returned in its original packaging.
- Proof of Purchase: A receipt or valid order confirmation is required for all returns.
Note: We do not offer refunds or returns for simple change of mind. Special consideration may be granted under exceptional circumstances at our sole discretion.
2. Non-Returnable Items
Certain types of items cannot be returned under any circumstances:
- Gift cards
- Custom-made or personalized products
- Downloadable software products
- Intimate, sanitary, or personal care items
- Perishable goods (e.g., food, flowers, magazines)
- Hazardous materials, or flammable liquids and gases
3. Order Cancellations
We process orders quickly to ensure fast delivery.
- Cancellations are only accepted within 60 minutes of placing your order.
- Cancellations apply only to full-priced items (discounted or sale items cannot be cancelled).
If you need to cancel an order, please email us immediately at [email protected]. Once the 60-minute window has passed, the order will be processed and cannot be cancelled.
4. Exchanges
We only replace items if they arrive defective or damaged. If you need to exchange a damaged item for the exact same product, please contact us at [email protected].
5. Return Shipping & Handling
- Shipping Costs: You are responsible for paying your own shipping costs when returning an item. Shipping fees are strictly non-refundable.
- Deductions: If a refund is approved, the original cost of shipping will be deducted from your total refund amount.
- Tracking & Insurance: If you are returning an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned package.
6. Refund Process
- Inspection: Once your returned item is received and inspected, we will send you an email notifying you that we have received it along with the approval or rejection status of your refund.
- Processing: If approved, your refund will be processed immediately. A credit will automatically be applied to your credit card or original method of payment within 5 to 10 business days.
7. Late or Missing Refunds
If you haven’t received your refund yet:
- Re-check your bank account or credit card statement.
- Contact your credit card company—it may take a few business days for the refund to officially post.
- Contact your bank, as there is often a processing delay before funds clear.
If you have completed all of these steps and still have not received your refund, please reach out to us at [email protected].
How to Initiate a Return or Exchange
To start a return or exchange request, please email our support team at [email protected] with your order number, proof of purchase, and description/photo of the functional defect.