Refund Policy

EU CUSTOMERS:

There is a link for EU Directive 2023/2673 return form on the home page for EU customers only. Please enter your name and order number if you want to cancel your order within 14 days of receiving it. As per our return policy customer is responsible for all shipping costs to return product.

30 Day Satisfaction Guarantee

If, within 30 days of order delivery date, you are unsatisfied you may return your purchase of any LED or PEMF product to us for a refund.  Policy applies to LED and PEMF products only and does not apply to any other products or add on accessories.

Non-Acceptable Return Conditions

1 Any product not purchased from thetherapywrap.com

2 If the original product, accessories, manuals, cables, and all other items originally included with the product are lost or damaged.

3 Products displaying physical damage or clear signs of user misuse.

4 Products with stains (scratches, animal hair, food or oil stains, etc.).

5 The order exceeds 30 days from the date of purchase.

About The Return Process

  • Step 1: Please contact our customer service team (hello@thetherapywrap.com) to initiate the return process with the following information: Order number, proof of purchase, video, or photos of the faulty product.
  • Step 2: Our customer service team will review the information you provide within 48 hours. If it is confirmed to comply with our return and exchange policy, we will provide you with a RNA and the return address of our USA warehouse. 
  • Step 3: Insert the receipt along with the items back into the original packaging.
  • Step 4: Contact the courier yourself and hand over the package to the courier for delivery.
  • Step 5: Send the order tracking number from the logistics delivery back to our email (hello@thetherapywrap.com) within the 30 day return period.

Refund Time

If a return is successfully initiated, and the product is returned successfully, your refund will be credited to the original payment method. The Therapy Wrap LLC will not refund shipping costs.

Once your package reaches us, please allow 7-14 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued, and you will receive a confirmation email.

When returning a non-defective product, the customer is responsible for all costs relating to shipping the products back to The Therapy Wrap LLC. Shipping charges are non-refundable. Products must be returned in their original packaging with all included accessories or the shipment will be refused by the warehouse . A refund will be issued after the product is received and inspected by Nushape for damage or missing accessories. If the returned product is damaged in any way or returned in un-sellable condition, the shipment will be refused/returned to sender. Refunds are processed back to the payment method used in the original order.

A 20% restocking fee will be assessed on any elective returned purchases.  Any additional shipping, or insurance fees that were originally charged at the time of order placement are non-refundable. Return tracking for Wrap or Mat must be received by our customer service team by the 30th day from when the product was originally received by customer. If a wrap or mat is received outside of this period, it will be automatically returned to sender.  A product is deemed "open box" or "used" the moment that the shipment is received by the recipient and/or signed for, regardless of usage and therefore is subject to any and all restocking fees if returned.

All sales on optional accessories such as skin care products, etc. are final and they are not eligible for elective returns.

To initiate an elective return, a customer must contact The Therapy Wrap Customer Support in writing via email for a return authorization and further instructions. If a wrap or mat is sent without prior notice or authorization, The Therapy Wrap will not be responsible for merchandise and order will not be refunded.

Once your package reaches us, please allow 7-14 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued, and you will receive a confirmation email.

The amount paid for an order is final according to the date of the purchase. The Therapy Wrap will not retroactively apply discounts for future or current sales/promotions/referrals or otherwise after a sale is completed and shipped.

2 Year Manufacturer’s Warranty

Within 2 years of your order delivery date, if your LED light or PEMF product is not working properly, we will fix or replace it. Each case will be assessed on a case by case basis, and we will make sure you’re back up and running as quickly as possible.

The Therapy Wrap will assess each warranty claim on a case by case basis.  All warranty claims must include customer submitted photo and/or video documentation/verification of the issue or the claim will not be processed. Resolution of warranty claims may include but are not limited to: shipment of a replacement part or parts, email support to troubleshoot the product, or replacement of the product with a new or refurbished unit. The warranty is valid for 2 years from the date of purchase.  Any and all customer damage to product is not covered under warranty.  This includes breakage/damage from dropping and misuse.

Any shipment that was shipped correctly but is subsequently refused by the recipient, unable to be delivered with the customer supplied address or returned to our warehouse will incur a 20% restocking fee for shipping/warehousing/receiving charges. For any returned shipment either domestic or international, initial shipping fees and/or additional shipping insurance policies and/or collected duties/taxes are non-refundable.

Warranty valid only to original purchaser if item purchased directly from www.thetherapywrap.com or authorized re-seller and is non-transferable.

We are committed to processing and shipping your orders as quickly as possible, typically within 2-3 business days. Once shipped, you can expect to receive your package within 3-5 business days. We understand the importance of timely deliveries and are constantly working to maintain optimal inventory levels to fulfill orders efficiently.

In the event that an item is out of stock, we will clearly indicate this on our website. Rest assured, we are dedicated to replenishing our inventory and delivering your order as soon as possible. We appreciate your understanding and patience in such situations.

Please note that delivery times may vary due to factors such as the ongoing Covid-19 situation, holiday periods, and occasional USPS or another delivery service disruptions. We truly appreciate your understanding and patience during these unprecedented times. We assure you that we are dedicated to providing a reliable and trustworthy shipping experience for all our valued customers.

If your item never arrives and is lost in the mail, we can issue a replacement, otherwise, the buyer is responsible for any missing, lost, or stolen packages that have been sent with delivery confirmation and shown as signed for. We must keep an order which has been verified as picked up by the carrier and in transit or confirmed as delivered through tracking. We only refund an order after the item is returned to us. If your item is lost in the mail for over three weeks before tracking shows delivery confirmation, we will resend a new item as a replacement.

If you choose not to insure your package, we will not be responsible for lost, stolen, or damaged goods in transit.

Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest:

To process a lost/stolen package, we need an affidavit signed by the customer confirming that all information is true, that they have not yet received the package, and that they will not accept the package if delivery is attempted. The affidavit must be completed and signed by the customer. A sample affidavit can be downloaded here: https://www.monkprotect.com/affidavit/ Police report.

You can upload the necessary information to the claim detail page. We can continue with our review as soon as you provide this information.

A police report may seem unnecessary, but an order marked as delivered and is worth more than $250, a police report must be filed to continue with the claim.