Refund policy

SpineLabs Returns & Refund Policy

At SpineLabs, we want you to be happy with your purchase. This policy explains how returns and refunds work, what qualifies, and the steps to request one. Please read it carefully before requesting a return.

Policy authority

These terms form the complete agreement between SpineLabs and our customers regarding returns and refunds. No exception or variation applies unless confirmed in writing by SpineLabs. Verbal statements, assumptions, or third-party representations do not override these written terms.

90-Day Returns (change of mind) — approval required

We offer a 90-day return window for change-of-mind returns, counted from the day you receive your order.

A change-of-mind return is not automatic and is not guaranteed. It must be requested and approved by our customer service team before you send anything back, and it must meet all of the conditions below. Approval is at SpineLabs' reasonable discretion.

To be considered for a change-of-mind return, the item must be:

Requested within 90 days of delivery, by emailing mail@getspinelabs.com with your order number and the reason for your request.
Approved in writing by our team before being returned — we will provide the authorised return address.
Unused and in its original, undamaged condition.
Returned complete with all accessories, free gifts, manuals, and original packaging (box included).

Conditions:

Requests that do not meet the conditions above may be declined.
Return shipping is paid by you. We recommend a tracked, insured service — we cannot be responsible for items lost or damaged in return transit.
Approved change-of-mind returns are resolved with store credit or an exchange — not a cash refund. Store credit equal to the product price you actually paid (original shipping and any unreturned free-gift value excluded) is issued once we receive and inspect the returned item at the address we provide.
Store credit does not expire and can be used on any future SpineLabs order.

Unauthorised returns, or items sent to any address other than the one we provide, cannot be processed and may result in loss of the item and ineligibility for a refund.

Faulty, damaged, or not-as-described items

These cases are handled separately from change-of-mind returns:

Defective items — report manufacturing or mechanical faults within 7 days of delivery. After this period, items are covered under warranty rather than return.
Damaged on arrival (DOA) — report any delivery damage within 24 hours of receiving the item, with photos.
Not as described — if the item does not match its description, contact us for assessment.

For these cases, we will work with you to put things right. Please contact mail@getspinelabs.com with your order number and supporting photos or a short video so we can resolve it quickly.

Orders not received

If your tracking shows your order has not arrived within the expected delivery window, please contact us at mail@getspinelabs.com. We will investigate with the carrier and, where an order is confirmed lost in transit, arrange a replacement or refund. (For items the carrier has marked as delivered, see "Stolen or 'delivered' packages" below.)

Incorrect or incomplete address (customer error)

It is the customer's responsibility to provide a complete and valid shipping address at checkout. If an order is delayed, returned, or marked undeliverable due to incorrect or incomplete address details (e.g. missing unit number, invalid postcode), and the customer does not respond to our follow-up within 72 hours, the order will be treated as unfulfillable due to customer error.

In these cases, only a partial refund may be issued, after deducting any non-refundable costs (payment processing fees, original shipping, shipping insurance, and any restocking or handling fee that applies).

Stolen or "delivered" packages

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

If you suspect theft, please report any delivery concern to mail@getspinelabs.com within 48 hours of the confirmed delivery time, file a report with your local police, and check with neighbours or building management. We encourage choosing a secure delivery location and a signature-on-delivery option where available.

Refused packages

Orders that are refused, rejected, or deliberately not accepted at delivery are not eligible for a refund. Refused shipments may be lost or delayed in return transit; if a refused shipment does not return to us, no refund will be issued. If you need to cancel or change an order after it has shipped, please accept the delivery and then follow the return process above.

How to request a return

Email mail@spinelabs.store within the relevant window with your order number, the item(s), and the reason.
Wait for review. If approved, we will send you the authorised return address and instructions. Do not send anything back before you have written approval.
Ship the item using a tracked service to the address we provide.

Refunds

Once we receive and inspect your approved return, we will email you to confirm whether it is approved or declined. Change-of-mind returns are resolved with store credit (see above). Where a cash refund applies — for example, faulty, damaged, not-as-described, or undelivered orders — it is issued to your original payment method, typically within 2–5 business days of processing. Refunds cover the product price paid; original shipping and handling are non-refundable.

If you have not received an approved refund within this period, please check with your bank or card provider first, as processing times vary.

Contact

SpineLabs Customer Care — mail@spinelabs.store

SpineLabs products are general wellness and comfort devices. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any disease or medical condition.