Returns and Refund Policies

Returns

For special Instructions for returning Electrotherapy Devices such as the Ultima Neuro, please see the special section further below.

Our policy typically lasts 30 days. If 30 days have gone by since your purchase, we may not be able to offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it in. It must likewise be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, some health and personal care items, hazardous materials except for the lithium-ion batteries used in electrotherapy, or flammable liquids or gases.

Where applicable, please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: books or printed products with obvious signs of use, or any item not in its original condition, that is damaged or shows even minimal signs of use, that is missing parts for reasons not due to our error.

Refunds (where applicable)

Once your return is received, inspected and tested, we will send you an email to notify you that we have received your item, and will notify you of the approval or rejection of your refund and itemize any amounts withheld for the reasons described above. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (where applicable)

If you have not yet received an expected refund, please first check your bank account, then contact your credit card company.  It may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done this and still have not received your refund, please contact us at support@conductivetherapyshop.com

Sale items (where applicable)

Only regular priced items may be refunded, unfortunately some sale items cannot be refunded.

Exchanges (where applicable)

We replace items if they are defective or damaged. If you need to exchange it for the same item, email at support@onductivetherapyshop.com.

To return or exchange your item(s), please mail it to: 

Conductive Therapy Shop
[Your last Name] Return
PO Box 313
Springville, UT 84663
USA

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Return Shipping

To return of exchange your item(s), please mail it to:

Conductive Therapy Shop
[Your last Name] Return
PO Box 313
Springville, UT 84663
USA

You will be responsible for paying the shipping costs associated with returning your item. Shipping costs are non-refundable.

Depending on where you live, the amount of time it may take for your exchanged product to reach you will vary.

If you are shipping an item over $75, you should use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.

 

Special Instructions for Returning Electrotherapy Devices Including the Ultima Neuro

*** PLEASE CAREFULLY READ THIS INFORMATION ***

All Electrotherapy Devices sold on this website, including the Ultima Neuro, are NOT considered hazardous materials, hazmat, or restricted items by any of the major international package courier services, including USPS, UPS, FedEx and DHL. Rechargeable batteries should nevertheless be removed from devices and individually isolated in packaging material before return shipment.

NOTE for returned health items a 20% restocking fee in addition to the cost of any missing or damaged items up to 50% of product cost will be applied. Electrode garments and adhesive pads that have been used cannot be resold or refurbished and will be disposed of at a significant loss once they have been returned; a per item deduction will be applied to the refund at $7.96 per garment and $1.96 per adhesive pad.

Undamaged products returned as “defective” or for warranty service will be tested upon receipt. If product can be tested defective by our technicians we will either repair or replace and return the product to the buyer, or credit the buyer with a full refund as well as the cost of return shipping based on the postage affixed to the return package, to a maximum of ordinary ground or parcel rates.

Cost of outbound shipping is not refundable and will be deducted from all refunds. Orders forwarded to other countries by unauthorized third party services are not eligible for refund.

To successfully complete your return the following are STRONGLY RECOMMENDED:

_ Tracking information for the return shipment should be e-mailed directly to us at support@conductivetherapyshop.com. We are not responsible for returns that are lost, delayed or damaged in the mail.
_ Customers should carefully, safely and adequately re-package the return shipment.
_ If the Electrotherapy Device or Ultima Neuro has been opened, customers should isolate the unit from other items within the original soft case. Customers are advised to individually wrap the device in several layers of bubble wrap. The li-ion battery should first be removed and also individually isolated . This is a safety issue for the major shipping companies.
_ Electrotherapy Devices are fragile. Devices that are poorly packaged cannot be refurbished or replaced, resulting in the customer bearing the cost of this significant loss.
_ If items within the return package rattle when being lightly shaken they are not sufficiently well packaged. Packages received with loose items rattling inside are generally returned to sender, and no further refund will be offered.
_ The cost of any missing or damaged items contained in the original package will be deducted from the refund.
_ Electrotherapy Devices and accessory items that smell of tobacco smoke or other heavy orders of any kind (pet smells, mold, aspercreme, etc.) or show beyond ordinary wear, scuffing, scratches, marking, etc., will be returned to sender without refund.
_ Returned items received after the 30-day maximum window may be returned to sender or the refund reduced on a prorated basis.
_ A copy of this message, sales receipt, or original packing slip should be included with the return.
_ Customers may decide to keep the Electrotherapy Devices and accessories without penalty.
_ Return shipments by the U.S. Postal Service are advised. We may assess a $25 fee for returns shipped using services that do not deliver to PO Boxes and orders sent to them must be picked up in person.

Once the return package has been received, we will thoroughly inspect and test each of the items. This process takes 3-5 business days after package pick up, at which point a refund minus any of the deductions explained above will be issued back to the buyer through your credit card or original payment method.