How do I return an item?
Please contact customer service at hello@the-therapyconnection.com if you have questions or need more information on returning an item.
About our Return Policies:
It goes without saying that medical items are not the same as regular retail items. We comply with all health and safety regulations which protect buyers and support our discounted prices. Professionals and patients depend on the hygienic integrity of the products we sell.
Non-Returnable Items
Special Order Items - Any item deemed a "Special Order Item" does not qualify for Free Shipping, is non-returnable, and non-refundable.
Used Items - even if it is only a short time. We reserve the right to refuse any return that is misrepresented in order to obtain a return authorization.
ALL supplements, health/herbal products, gels, topical analgesics, lotions, sprays, body washes, shampoos. Product tampering is a serious concern.
Used or worn braces and supports. Contaminants, body lice, fleas, staph, and other serious contagions are spread very easily on the surfaces of these products.
Any item removed from factory sealed packaging i.e. Bedding, pillows, supports, wedges, foot care, electrodes, bandaging, sterile goods. No exceptions will be made.
Hot/Cold therapy products - once heated or frozen/refrigerated are not returnable.
Contaminated therapy putty, inflated therapy balls, eating, bathing, or toileting products
Books and DVDs must be returned within 15 days of the original invoice in unused condition.
Return Instructions:
We understand that an item may not meet your needs or expectations and we are happy to assist you with returns.
Request an RMA at hello@the-therapyconnection.com for your eligible* return. Include RMA # you are issued on the outside of the return package, not on the product.
Ship item back via your preferred method. We suggest you include tracking for your records. Return costs are the buyer's responsibility. If you need a pre-paid we can provide that however be aware the cost of the label will be deducted from the amount of your return.
We will not refund or replace items lost or damaged in transit back to us. We suggest proof of delivery and insurance as you deem necessary.
Allow 5 business days from receipt of return for refund processing.
Return Periods and Restocking:
All returns must be completed in our warehouse within 30 days of delivery subject to a 20% restocking fee.
Returns that are not as represented, not in resalable condition, or are without original packaging or inserts may be subject to a 30% or higher restocking fee.
Returns beyond our 30-day return policy must be requested in writing and will be considered on an individual case by case basis.
Refusing an Order:
Please do not refuse delivery as a means of return. Any and all associated return shipping costs we are assessed on refused packages will be deducted from any refund due.
Damages, Defects, Missing parts or Warranty:
Damage, defect, or missing items/parts must be reported in writing within 5 days of delivery to hello@the-therapyconnection.com. Keep all shipping materials including packaging for possible inspection by the carrier. Photos may be requested.
Defects:
Please report defect claims in writing with images and detail within 5 days of receipt. Established product defects, reported within 30 days of purchase, will be replaced directly to the buyer. Some defect claims, including those claimed beyond 30 days must be handled directly with the manufacturer.
If an item is reported as defective and is returned to us in working condition (not defective), it will be treated as a regular return.
Extended Holiday Return Period:
To make it easier to buy gifts for your friends and family, we extended our return period to items shipped between November 25th - December 24th. These items may be returned until January 31st of the following year, for a refund, subject to our other return guidelines in our return policy.
Other Disclaimers:
We make every effort to ensure product prices, product information, and order totals on our site are correct at the time the order is placed. Information on our site about products is typically provided by the product manufacturer however product packaging, item ingredients, or product materials may differ from what is shown.
We do not make clinical recommendations regarding the appropriateness of any item we sell. We do not offer trial periods or guarantee therapeutic results. Information herein is for reference only and is not intended to be a substitution for the advice of your health care professional. We discourage buyers from using the information on this site for self-diagnosis or self-treatment and encourage consultation with your health care clinician prior to purchase. We assume no liability for the buyer's choices. Buyers who are self-treating do so at their own risk.
The information, materials, images, and prices on this website are provided for general informational and reference purposes only and are not intended to guaranteed prices or be medical advisement. All information and prices on this website are subject to change without notice. Any and all discounts or promotional codes are for single-use and these offers cannot be combined, added to, or layered in any one order. While we make every effort to provide you the most accurate, up-to-date information and prices, occasionally items on our website may be mispriced.
We reserve the right to refuse to honor any price, discounts, or coupons misapplied by the site logistic and have been deducted in error. We reserve the right to refuse to fill any order, process any incorrectly priced item or total price.
