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At Rehabence, we want customers to have a fair and clear understanding of our return, refund, and exchange process. This policy explains the general conditions for returns and refunds on purchases made through our ecommerce store.
If you need help with a specific issue, please contact support at [email protected] before sending any item back.
To be eligible for a return, items should generally be unused, in original condition, and returned with original packaging, labels, accessories, and proof of purchase where applicable. Return requests should be submitted within a reasonable period after delivery so that the issue can be reviewed promptly.
We may decline returns that show clear signs of use, damage caused after delivery, missing components, or items returned without sufficient order details.
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact [email protected] as soon as possible with your order details and a description of the issue. We may request photos of the item and packaging to help review the claim.
Once reviewed, we may offer a replacement, exchange, store credit, partial refund, or full refund depending on the nature of the issue and item availability.
For hygiene, safety, customization, or product integrity reasons, some items may not be eligible for return once opened, used, or delivered. We may also refuse returns for:
If you are unsure whether your item is returnable, please contact support before initiating a return.
To start a return, customers should email [email protected] with their order number, item details, reason for return, and any supporting photos if relevant. Please wait for return instructions before sending products back. Unauthorized returns may face delays or may not be accepted.
Once a returned item is received, we will inspect it to confirm its condition and eligibility under this policy. Approval of a refund or exchange depends on the inspection results. If a return does not meet the policy conditions, we may reject the return or offer a partial resolution where appropriate.
If a refund is approved, it will generally be issued to the original payment method where possible. In some situations, an alternative refund method, replacement, or store credit may be offered depending on payment method, product type, or operational limitations.
Original shipping fees may be non-refundable unless the return is due to our error, a wrong item, or a verified damaged or defective product.
Exchanges may be offered for eligible items, subject to stock availability. If the requested replacement is unavailable, we may offer an alternative, store credit, or refund as appropriate.
Unless the item is wrong, defective, or damaged on arrival and approved after review, the customer may be responsible for return shipping costs. We recommend using a trackable shipping method where practical, as we cannot guarantee receipt of items lost in return transit.
After receiving the returned item and completing inspection, we aim to process the outcome within a reasonable timeframe. Banking and payment provider timelines may affect when the refund appears in your account.
If you need to cancel an order, please contact us as soon as possible. Orders that have already been processed, packed, or shipped may not be cancellable, and such orders may instead fall under the return process after delivery if eligible.
We reserve the right to review each request individually and to refuse returns or refunds where misuse, repeated abuse of the policy, missing information, or ineligible conditions apply. This policy is intended as general store guidance and does not guarantee a particular outcome in every situation.
For return instructions, refund status, exchanges, or case-specific support, please contact [email protected].
