At TheraWrap, customer satisfaction is our top priority. Please review our return, exchange, and cancellation policy below before initiating a request.
1. 60-Day Return Policy
We offer a 60-day return window starting from the date you receive your product.
- Defective or Damaged Items: We provide full refunds or replacements for products with verified functional defects or transit damage. Proof of purchase and proof of defect (e.g., photos or videos) are required.
- Requirements: Items must be returned in their original packaging and condition.
- Change of Mind: We generally do not offer refunds for change-of-mind purchases. Exceptions may be considered on a case-by-case basis at our discretion with valid proof of purchase.
Non-Returnable Items
The following items cannot be returned or refunded:
- 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
2. Order Cancellations
Cancellations are only accepted for full-priced items within 60 minutes of order placement.
Because we process and ship orders as quickly as possible, cancellation requests are extremely time-sensitive. If you need to cancel, please email us immediately at [email protected].
3. How to Initiate a Return or Exchange
- Contact Us: Email [email protected] with your order number, proof of purchase, and details (or photos) regarding the issue.
- Inspection & Approval: Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
- Refund Processing: Approved refunds are processed automatically to your original method of payment within 5–10 business days.
Note: Exchanges are strictly available for defective or damaged items of the exact same product.
4. Return Shipping Guidelines
- Shipping Costs: Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable. If a refund is issued, original shipping costs will be deducted from your total refund amount.
- Tracking & Protection: If you are returning an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of un-tracked returned items.
- Processing Delay: Delivery times for exchange items may vary depending on your destination address.
5. Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again to confirm.
- Contact your credit card company or bank. Processing times varies between financial institutions and can take a few business days to post officially.
- If you have completed these steps and still have not received your refund, please reach out to us at [email protected].