Refund policy

SPINELABS RETURNS & REFUND POLICY

Thank you for choosing SpineLabs. We value your satisfaction and want to ensure that your experience with our wellness and relief products meets your expectations. As part of our commitment to customer satisfaction, we provide you with a right of withdrawal, commonly known as a cooling-off period.

Policy Authority and Modifications
These terms constitute the complete and binding agreement between SpineLabs and our customers regarding returns and refunds. No modifications, alterations, or exceptions to this policy are valid unless expressly authorized in writing by SpineLabs management. Verbal agreements, third-party representations, or customer assumptions do not supersede these written terms.

RIGHT OF WITHDRAWAL (COOLING-OFF PERIOD) - SpineLabs

You have the right to withdraw from your purchase by contacting us within 30 days from the day you receive your order. If you want to withdraw your purchase after 30 days you received your order, we cannot guarantee a 100% refund of your purchase.

How to Exercise Your Right of Withdrawal:

To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement. You can do this by:

Contact our customer service team at mail@getSpineLabs.com with your order number, your intention to withdraw, and the reason why you want to withdraw. Our customer service will provide and assist you on how our terms for 30-Day Money Back Guarantee works.

RETURNS POLICY

All returns must be approved before shipping. Unauthorized returns or items sent to the wrong address cannot be processed and may result in loss of your product and ineligibility for refund.

What Qualifies for a Return

We accept returns for:

Defective Items – Manufacturing or mechanical defects must be reported within 14 days of delivery. Items reported outside this timeframe are handled under warranty, not returns.

Damaged on Arrival (DOA) – Any damage upon delivery must be reported within 48 hours of receiving the item.

Not Working as Intended – If the product does not function as described, you may request assistance or evaluation to determine eligibility for a refund or replacement.

Return Approval Process

To request a return, please follow these steps:

Provide Information: Please provide your order number, the item(s) you want to return, and the reason for the return.

Wait for Authorization: Wait for our customer service team to authorize the return and provide you with further instructions, including the correct return address.

Returns sent without approval will not be processed.

Condition of Returned Items

To qualify for a refund, returned items must:

Be complete and include all accessories, manuals, and original packaging components
Be returned in original packaging (box included)
Be in good working condition (unless defective or DOA)

Return Shipping Fees

Customers are responsible for return shipping fees unless the return is due to our error (defective item, wrong item sent, or damage during initial shipment).

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable.

You may consider a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your return shipment.

INCORRECT OR INCOMPLETE ADDRESS POLICY (CUSTOMER FAULT)

It is the customer's responsibility to provide a complete and valid shipping address at the time of purchase. If an order is delayed, returned, or marked undeliverable due to incorrect or incomplete shipping information (e.g., missing apartment number, invalid ZIP code), and the customer fails to respond to our follow-up communication within 72 hours (3 calendar days), the order will be considered unfulfillable due to customer fault.

In such cases, only a partial refund will be issued, with the following non-refundable deductions:

Card transaction or payment processing fees
Original shipping cost (standard or expedited)
Shipping insurance premiums (if any)
Restocking and handling fee (if applicable)

This policy ensures efficient inventory handling and prevents losses from unclaimed or undeliverable shipments caused by address errors on the customer's part.

STOLEN PACKAGES

We understand that package theft can be a frustrating and unfortunate experience beyond your control. Package theft is an increasingly common problem that affects both customers and businesses, and we genuinely empathize with anyone who experiences this.

However, SpineLabs is not liable for packages marked as delivered by the courier. All shipments include tracking and proof of delivery. Once a package is confirmed as delivered to the address provided at checkout, responsibility transfers to the customer. Claims of theft or loss after delivery are non-refundable and non-replaceable.

Customers are responsible for ensuring accurate delivery information and a secure delivery location.

We encourage all customers to:

Provide accurate delivery information at checkout
Choose a secure delivery location
Consider requiring a signature upon delivery when available
Monitor tracking information closely
Report any delivery concerns to mail@getSpineLabs.com within 48 hours of the confirmed delivery time

If you suspect theft, we also recommend filing a report with your local police department and checking with neighbors or building management who may have received the package on your behalf.

REFUSED PACKAGES

Orders that are refused, rejected, or intentionally not accepted upon delivery are not eligible for refund.

Refused packages may be lost or delayed in the return process. If a refused shipment does not return to our warehouse, no refund will be issued.

If you need to cancel or modify your order after it has shipped, please contact us immediately at mail@getSpineLabs.com, accept the delivery when it arrives, and follow our standard return process for proper handling.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Approved Refunds: If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 2-5 business days.

Refund Processing Timeline:
Note: Refunds will only be processed after the returned item has been received at our designated P.O. Box.

Once we receive your returned item at our facility:

Allow 3-7 business days for inspection after we receive your return
Allow 2-3 business days for funds to appear in your account after processing

Refund Amount: Standard refunds include the product purchase price only. Original shipping and handling fees are non-refundable.

Late or Missing Refunds: If you haven't received a refund within the specified period, please first check your bank account. If the refund is not visible, contact your credit card company or bank, as processing times may vary.