Refund policy

Effective Date: April 9, 2026 

1. Overview

At Restore Wellness USA, we carefully curate premium wellness, recovery, cold plunge, infrared sauna, and related equipment for customers throughout the United States. This Return and Refund Policy explains when returns, exchanges, replacements, and refunds may be accepted for purchases made through RestoreWellnessUSA.com.

Because many of our products are large, high-value items that may ship by freight carrier, all returns must be approved in advance before any item is shipped back.

2. Policy Summary

Region: United States
Return window: 15 days from delivery for eligible items.
Damage reporting window: Damage, defects, missing parts, or incorrect items must be reported within 48 hours of delivery
Return eligibility: Eligible new, unused items may be returned if they meet the conditions below
Return shipping: Customer is responsible for return shipping on non-defective returns unless otherwise stated
Restocking fee: Approved non-defective returns may be subject to a 25% restocking fee
Non-returnable items: Used, installed, customized, final-sale, clearance, or sanitary-sensitive items may not be returnable unless defective or damaged upon arrival

3. Contact Information

To start a return, report damage, or request help with an order, please contact us:

Email: support@restorewellnessusa.com
Phone: 206-875-2234
Address: Restore Wellness USA, 731 State Route 9 NE, STE 101-1002, Lake Stevens, WA 98258, United States
Hours: Monday to Friday, 9 AM to 5 PM PST

Please do not return any item without first contacting us and receiving return authorization.

4. Return Eligibility

Returns may be accepted when all of the following conditions are met:

The return request is made within 15 days of delivery.
The item is unused, uninstalled, and in new condition.
The item includes all original packaging, manuals, parts, accessories, and components.
The item can be safely repackaged for return shipment.
The return has been reviewed and approved by Restore Wellness USA.

Used, installed, assembled, altered, damaged, or improperly packaged products cannot be returned unless the issue is due to verified damage, defect, or shipping error.

5. Damaged, Defective, Missing, or Incorrect Items

If your item arrives damaged, defective, incomplete, or incorrect, contact us within 48 hours of delivery.

Please include:

Your order number
Photos of the packaging and product
Photos clearly showing the damage or issue
A brief description of the problem
Any delivery paperwork or freight documentation, if available

For freight deliveries, please inspect the shipment before signing whenever possible. If there is visible damage to the packaging or product, note the damage on the delivery receipt and contact us immediately.

After reviewing your information, we will help determine the appropriate next step, which may include replacement parts, a replacement item, repair support, a return authorization, or a refund depending on the situation.

For approved defective, damaged, missing, or incorrect item claims, Restore Wellness USA or the applicable supplier/manufacturer may provide return instructions and, when appropriate, a prepaid return label or freight pickup instructions.

6. Return Shipping and Restocking Fees

For approved non-defective returns, the customer is responsible for all return shipping costs, including freight charges when applicable.

Approved non-defective returns may also be subject to a 25% restocking fee based on the product price. This fee helps cover inspection, handling, repackaging, processing, and supplier-related costs.

Restocking fees generally do not apply to verified defective, damaged, missing, or incorrect items.

Any item returned without prior authorization may be refused, delayed, or returned to the customer at the customer’s expense.

7. Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method within 7 business days after inspection and approval. Please note that your bank, credit card company, or payment provider may require additional time to post the refund to your account.

Original shipping, freight, delivery, installation, white-glove service, or handling fees may be non-refundable unless the return is due to a verified defect, damage, or fulfillment error.

8. Exchanges and Replacements

We may offer exchanges or replacements for eligible items that arrive damaged, defective, incorrect, or incomplete.

Replacement items are typically shipped after the original item or issue has been reviewed and approved. In some cases, replacement parts or manufacturer warranty support may be the fastest and most appropriate solution.

9. Non-Returnable Items

We cannot accept returns for:

Items reported damaged or defective more than 48 hours after delivery, unless otherwise covered by warranty
Items used, installed, assembled, altered, or damaged after delivery
Items returned without prior authorization
Items missing original packaging, accessories, parts, manuals, or components
Custom, special-order, personalized, clearance, closeout, or final-sale items
Gift cards or downloadable digital items
Personal care, sanitary, or intimate-use items once opened or used, unless defective upon arrival

10. Order Cancellations

Orders may be canceled before shipment for a full refund.

Once an order has shipped, it can no longer be canceled. At that point, the order must follow the return process described in this policy.

Special-order, custom, or made-to-order items may not be cancelable once processing, production, or fulfillment has begun.

11. Manufacturer Warranties

Some products may include a manufacturer warranty. Warranty coverage, timelines, exclusions, and remedies vary by manufacturer and product.

When applicable, Restore Wellness USA will help direct you to the appropriate warranty process, but warranty decisions may be made by the manufacturer or supplier according to their own warranty terms.

12. Shipping Delays

We work with our suppliers, manufacturers, and freight partners to provide accurate shipping estimates whenever possible. Shipping timelines may vary by product, destination, carrier availability, freight scheduling, and manufacturer inventory.

If a shipment is delayed, we will do our best to keep you informed and help coordinate the next available fulfillment option.

13. Legal Rights

This policy does not limit any rights you may have under applicable U.S. consumer protection laws.

14. Changes to This Policy

We may update this Return and Refund Policy from time to time. Changes take effect when posted on RestoreWellnessUSA.com.

By purchasing from Restore Wellness USA, you agree to this Return and Refund Policy.

Restore Wellness USA
support@restorewellnessusa.com
206-875-2234
731 State Route 9 NE, STE 101-1002, Lake Stevens, WA 98258, United States