Refund policy

Our Promise

We want you to feel confident buying TheraSpine™. That’s why we offer a 90-day risk-free guarantee: if you’re not satisfied, contact us and we’ll make it right.

How to Start a Return

To request a return or refund, please follow the steps below:

  1. Email us at help@theraspinerelief.com with your order number and reason for return.
  2. We’ll reply within 24 hours with next steps and—if eligible—a prepaid return shipping label and instructions.
  3. Once the item is received and inspected, we’ll notify you of the refund or next steps.

Return Address:
TheraSpine
352 Centenary Drive
Walnut, CA 91789

Items returned without prior authorization may not be accepted. Please request an RMA (Return Authorization) before sending anything back.

Eligibility

To be eligible for a full refund, your item must be returned within 90 days of delivery and:

  • Be in substantially the same condition you received it
    (reasonable wear from testing/use is allowed under our risk-free guarantee.)
  • Include original packaging and accessories when possible
  • Include proof of purchase (order number, packing slip, or receipt)

If a product is returned damaged due to customer misuse or excessive wear, a partial refund may be issued after inspection.

Damaged, Defective, or Wrong Item

Inspect your order upon delivery. If your item is defective, damaged, or you received the wrong product:

  1. Email help@theraspinerelief.com within 4 days.
  2. Include your order number and clear photos of the issue
  3. We will evaluate your request and ship a replacement or issue a full refund

Exceptions / Non-Returnable Items

Due to health and hygiene regulations, certain items cannot be returned once opened if they pose safety concerns. If you’re unsure whether your item qualifies, please contact us before returning or purchasing.

We also cannot accept returns for:

  • Gift cards
  • Items clearly marked non-returnable at checkout

Exchanges

To exchange a product:

  1. Follow the standard return process above
  2. Once your return is approved, Place a new order for the item you want

European Union — 14-Day Cooling-Off Period

If you are located in the EU, you maintain your statutory right to cancel your order within 14 days of receiving it for any reason.
Returned items must follow the eligibility requirements listed above.

To begin an EU return, email help@theraspinerelief.com.

Refunds

After we receive and inspect your return, we will notify you whether your refund is approved.

  • If approved, refunds will be issued to your original payment method within 1–10 business days
  • Your bank or card issuer may require additional time to process the refund

If more than 15 business days have passed since your refund was approved, please contact help@theraspinerelief.com.

Return Shipping & Fees

  • If your return is due to a defect, wrong item, or shipping error, we will issue a prepaid return label at no cost to you.
  • For other returns: You may ship the item yourself and we’ll reimburse return shipping upon approval

We will explain the preferred option during your return authorization.

Questions

If you have any return or warranty questions, please email help@theraspinerelief.com. We respond within 24 hours.