Returns and Refunds
First, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a “thank you”. Nothing makes us happier than seeing happy customers, and as such we promise to do our very best to deliver an amazing product and customer experience and rest assured, to make right any hiccups along the way. That being said, here are some things you might want to know…
You may cancel an order at anytime prior to shipment. You may return most new and unopened items within 30 days of delivery for a full refund. We will also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item). If you purchased the item by mistake or decide you no longer want the item (unopened), you may be responsible for the original and return shipping costs.
Unfortunately, we are unable to accept returns on Hyperice for buyer’s remorse and can’t accept opened merchandise unless it is defective.
For any other products other than Hyperice products, returning items must be sealed in their original packaging and in an acceptable condition to be returned to inventory. We cannot accept returns on opened or used oils, lotions, and cremes. BIOTONE accessories and sales tools including music, books, videos, DVDs, sheets, face cradle covers and all marketing materials, are non-returnable. Legacy Therapeutics does not cover return shipping. All returns may be subject to additional shipping fees and a restocking charge (15%).
We reserve the right to adjust the original quoted restocking fee if a product is returned in a condition deemed unsaleable where the item is missing parts or is in worse condition than originally promised.
Please keep all the paperwork that you receive with the order and any email correspondence regarding the order in case of future discrepancies. If the shipment is damaged when you receive it from the courier company be sure to make a note on their documentation and you may refuse the delivery.
No returns on any FINAL SALE items.
Once our team receives and inspects your returned product, our accounting team will initiate your refund, and you should expect to receive it within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper ( 5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). An email confirmation will be sent to the address associated with your order, detailing the amount refunded. The way your refund is processed depends on your original payment method.
If you would like to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions on how to return items from your order.