Product Exchange and Return Policy Summary
Product Exchange:
- Customers can exchange products but are responsible for the return shipping cost and the shipping of the new product.
Item Return Procedure:
- To return an item, contact customer service within 30 days of purchase (not after delivery) with your order number and return reason.
- Approval is needed before returning any product; unauthorized returns will not be refunded.
- Returns are only accepted for items bought directly from Comfyorthopedic's website. Items bought from authorized retailers should be returned to them.
Return Policy Highlights:
- 30-day money-back guarantee based on purchase date, not delivery.
- Returns must be in original packaging and nearly perfect condition; shipping charges are non-refundable.
- Additional costs, including cleaning fees or fees for damaged and missing products, may be deducted (up to $55).
- Refunds are processed upon visual inspection of returns in our warehouse; returns beyond 30 days of purchase are considered delinquent and ineligible for a refund.
- Cleaning fees may be applied for returns with dandruff, pet hair, or similar contaminants.
- Products returned in unacceptable condition may not qualify for refunds or exchanges.
- The returns process can take 1-3 weeks.
Unacceptable Returns:
- Items damaged or altered by the user, showing wear and tear, or containing foul odors.
- Non-returnable items include those purchased through retailers, incorrectly purchased products, and items damaged by customer mishandling.
Defective/Incorrect/Damaged Item Returns:
- Report issues within 3 days of receipt via Customer Support with your order number, proof of purchase, and (if applicable) photo or video evidence.
Refund Processing:
- Refunds are credited to the original payment method after the returned item is received or cancellation is requested.
- It may take some time for the refund to be processed by your bank or card issuer.
Additional Fees:
- Standard return cost is $3.00 per unit.
- Items over 20lbs are subject to a 20% restocking fee (20% of the return price).
Comfyorthopedic reserves the right to deny refunds for products not meeting these criteria.
Klarna Processed Orders Return & Refund Policy
Returns
We want you to be completely satisfied with your purchase. If you're not, you can return items within 14 days of receiving your order. To be eligible for a return, please ensure:
- Condition: Items must be unused, in their original packaging, and in the same condition as when you received them.
- Proof of Purchase: Include the receipt or proof of purchase with your return.
Return Process
- Initiate Return: Contact our customer service team at team@comfyorthopedic.com to inform us of your intent to return.
- Prepare Shipment: Safely package the items, including all original packaging and accessories.
- Shipping: Address shall be provided once your order has been determined to fall within this period.
Note: Customers are responsible for return shipping costs. - Notify Klarna: If you used Klarna for payment, log into your Klarna account and report the return to pause your payment schedule.
Klarna
Refunds
Once we receive and inspect your return, we'll notify you of the approval or rejection of your refund:
- Approved Refunds: Processed within 14 days to your original payment method. If you paid via Klarna, they will handle the refund to your account.
Klarna - Rejected Returns: If the item is not in its original condition or is damaged, we may decline the refund.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item, contact us at team@comfyorthopedic.com.
Non-Returnable Items
Certain items are exempt from being returned, such as perishable goods, intimate products, and gift cards.
Restocking Fees
We do not charge restocking fees for returned items purchased through Klarna.
Contact Us
For any questions regarding returns or refunds, please contact our customer service team at team@comfyorthopedic.com or +1-202-8053540