Refund policy
Effective date: [01/11/2025]
Applies worldwide. Mandatory consumer rights in your country/State/Member State always apply and are not limited by this policy.
1) Return windows
- Non-members: [14] days from delivery.
- Members (Essential 4-Week Parent): Free shipping on eligible orders; return window 30 days from delivery.
- Members (Momentum 3-Month Parent): return window 60 days from delivery.
- Members (VIP Annual Parent): return window 180 days from delivery.
- For EEA/UK consumers: your statutory 14-day right of withdrawal for distance sales remains available (with the lawful exceptions below).
The return window runs from the day you (or a person indicated by you) received the item(s).
2) Eligibility & condition
To be eligible, items must be unused, in original packaging and in a resellable condition, with all manuals and accessories. Please include proof of purchase (order number or receipt).
Health/hygiene & medical products: For safety and hygiene, items that are sealed and become unsealed after delivery cannot be returned unless faulty. Custom-made/personalized items and gift cards are non-returnable unless faulty.
3) How to start a return
Email [ergotreatment@ergotreatment.com] with your order number, item(s), and reason. We will confirm eligibility and provide instructions and a return authorization.
4) Return shipping (no prepaid labels)
We do not provide prepaid return labels. All returns require prior authorization (RMA).
Customer-arranged returns: You may use any tracked carrier of your choice to send items back to the return address we provide after approval. We don’t accept freight-collect/COD shipments.
Change-of-mind returns: You pay the return postage. Risk of loss remains with you until the parcel is delivered to us.
Defective/damaged/incorrect items: use a reasonable tracked ground service. Email the receipt within 30 days of shipment; we reimburse reasonable return costs up to the caps below once the issue is confirmed.
Reimbursement caps for defective/damaged/incorrect returns (per shipment, or local-currency equivalent):
U.S. Domestic: Non-member $5 | Essential 4-Week Parent $10 | Momentum 3-Month Parent $15 | VIP Annual Parent $20
International: Non-member $10 | Essential 4-Week Parent $15 | Momentum 3-Month Parent $20 | VIP Annual Parent $25
We reimburse base postage only (no carrier insurance, signature add-ons, or packaging purchases).
International returns: Import duties/taxes paid to local authorities or carriers are not refunded by us. Mark the parcel as “Returned goods” to help avoid additional charges.
Frequency limit: Reimbursement of base return postage for defective/damaged/incorrect items is limited to one (1) claim per customer (per account or shipping address) in any rolling six-month period. Additional reimbursements within the same six-month period may be declined or require our prior written approval. This frequency limit does not limit your mandatory consumer rights (e.g., EEA/UK consumers where the law requires us to cover necessary return costs for non-conforming goods).
5) Refunds & store credit
Once we receive and inspect the return, we’ll notify you. Processing typically takes [5–10] business days after approval.
U.S. & Rest of World (non-EEA/UK) – change-of-mind returns: We issue a store credit (gift card/credit balance) for the merchandise value, valid for 12 months from the issue date. Refunds to the original payment method are not offered for change-of-mind returns, except where required by law.
EEA/UK consumers: Your statutory 14-day right of withdrawal applies to distance purchases. Within that 14-day period we will refund the original payment method (and any standard outbound shipping), as required by law. Beyond the 14-day statutory period—e.g., under our extended subscriber windows (30/60/180 days)—refunds are provided as store credit valid for 12 months.
Defective/not-as-described items (worldwide): You are entitled to the remedies required by applicable law (repair, replacement, price reduction or refund). Where a refund is due, it will be to the original payment method.
Shipping fees: Outbound shipping paid at checkout is [non-refundable] unless the return is due to our error or the law requires otherwise.
6)Exchanges (Active Subscribers only)
Where stock allows, we offer exchanges for the same item in a different size/variant only to Active Subscribers. Exchange request windows (counted from the delivery date):
- Essential 4-Week Parent: 7 days
- Momentum 3-Month Parent: 14 days
- VIP Annual Parent: 21 days
Eligibility: the item must be unused, in excellent/as-new condition, with original packaging, manuals and all accessories; hygiene/medical products must be unopened with all seals intact. Non-members are not eligible for exchanges.
7) Faulty items & warranties
If an item is faulty or not as described, contact us immediately with photos/video. Your legal warranty rights apply. For goods with digital elements, updates will be provided as required by law.
8) Digital content (downloads, e-materials)
Digital items are delivered immediately after purchase. By starting the download/stream, you acknowledge that the right to withdraw may be lost where applicable and downloads are non-refundable except where defective or not as described. If you cannot access your file, contact us for help or a replacement link.
9) Promotions & member discounts
Where we show a price reduction to EEA/UK customers, we display the prior lowest price within the previous 30 days as required by law. Subscriber coupons/credits are subject to the terms communicated for each promotion.
10) Returns abuse
We monitor returns for misuse (e.g., worn/used items, excessive returns). We may limit service consistent with applicable law.
Questions?
Contact: ergotreatment@ergotreatment.com.