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Refund policy

Returns & Exchange Policies

Exchanges:

Items purchased on Trusted Therapy Products can be exchanged up to 14 calendar  days following the delivery of your order, with some exceptions. Exceptions include:

  • Full Kits (only individual, defective items within the kits may be exchanged)
  • Items that have been used (not in original packaging, have been assembled, or otherwise are not in original condition)
  • Items that are a part of our "TTP Collection," where a percentage of proceeds are donated to charity
  • Charitable Add-ons (e.g., Round-Ups)
  • Items where the supplier refuses to do an exchange for a given item
  • Items that are no longer sold on Trusted Therapy Products website
  • Items specifically marked as “Final Sale”
  • Items that do not meet exchange conditions

If your order was delivered more than 14 calendar days ago, we cannot proceed with an exchange.

To be eligible for product exchange, make sure your item meets all our exchange conditions: 

  • Unused item
  • Must be defective, incapable of performing its intended purpose, or otherwise substantially different from description OR is an incorrect item fulfilled as compared to what was ordered
  • Was never assembled
  • Includes all of the original parts
  • Returned within the given time frame (14 calendar days from delivery)

In the event that you choose to exchange for a different item, we will provide you either a refund if the new product is less than the original or an upcharge if the new product is more expensive than the original.

Need to know:

You must arrange shipping for your original item. A shipping label will be provided to you.

We will cover the shipping costs of your new item.

If you decide to exchange this item again (i.e. more than once), for any reason other than the product is defective, you will have to pay the shipping and return costs.

We are free to accept or refuse the product to be exchanged if it does not comply with all our exchange conditions.

In the event of an exchange that does not comply with the conditions, we will not proceed with the exchange. Your item will be returned at your expense OR your item will be donated to a local charity and 25% of the item price will be refunded.

To proceed with an exchange, contact us at support@trustedtherapyproducts.com and we will be happy to guide you through the procedure. Be sure to mention your order number or provide proof of purchase, and tell us the exchange product you wish to receive.

Returns:

Returns for a Refund:

Pre-orders cancellations will be subject to a non-refundable 15% cancellation fee. (Include language for us to make exceptions)

Kits are not eligible for returns, unless there are damaged items within the kit.  If any of the items are damaged, please contact us and follow the “Received Damaged or Defective Product” guidelines below.

You can return your item up to 14 calendar days after delivery of your order. Exceptions apply, some items cannot be returned and refunded. See exceptions below. 

Refunds will be issued upon successful receipt of return. You will receive a confirmation, and returns may take up to 10 business days to be received. Items that are returned and do not meet return conditions will not receive a refund. At the discretion of Trusted Therapy Products, a partial refund may be conferred, but is not required. 

If your order was delivered more than 14 calendar days ago, we cannot proceed with a refund.

Make sure your item meets all our return conditions:

  • In perfect, unused and resalable condition
  • Was never assembled
  • In its original packaging, packaging must be in perfect condition
  • Includes all original parts
  • Returned within the given time frame

Need to know:

You must organize shipping and cover the return shipping costs for your item. A shipping label will be provided to you.

If you paid for delivery charges at the time of purchase, these delivery charges will not be refunded.

If you took advantage of free shipping at the time of your purchase, a 20% restocking fee will be deducted from your refund.

We are free to accept or refuse a return if it does not comply with all of our return conditions.

In the event of non-compliant returns, your item will be returned to you at your expense OR your item will be donated to a local charity and 25% of the item price will be refunded.

To proceed with a return, contact us at support@trustedtherapyproducts.com within 14 calendar days of delivery of your order and we will be happy to guide you through the procedure. Be sure to mention your order number or provide proof of purchase.

I RECEIVED A DAMAGED OR DEFECTIVE PRODUCT

You have 14 calendar days following the delivery date of your package to report a damaged or defective product received, including but not limited to products damaged during delivery.

If your order was delivered more than 14 days ago, we cannot process your claim. It is therefore very important to inspect your package upon delivery.     

Depending on the nature of the damage or defect, we will offer you one of the following resolutions:

  • A replacement item
  • Cash refund

To report a damaged or defective product received, contact us at support@trustedtherapyproducts.com within 14 calendar days of delivery of your item and we will be happy to guide you through the process. Be sure to mention: 

Your order number

The name of the product

The number(s) of the part(s) to be replaced (refer to assembly instructions if necessary)

Clear photos or videos of the damage or defect, taking care to accurately identify the parts shown in the photo or video.

EXCEPTIONS – Products that cannot be returned or exchanged (Unless damaged):

The following products are final sales and cannot be returned or exchanged:

  • Items sold in pre-order – Pre-order cancellations are subject to a 15% cancellation fee
  • Items sold at 50% off or more
  • Items offered free of charge
  • Items from our TTP Collection
  • Charitable Donations (e.g., Round Ups)
  • Items that the supplier will not accept returns for
  • Full Kits
  • Items Listed as “Final Sale”

Third-Party Returns and Exchanges

Trusted Therapy Products uses a variety of suppliers and manufactures from all over the world to bring the best quality products at the best price to our customers. 

Some suppliers and manufacturers may offer their own return and exchange methods. Because their return and exchange policies may differ from our own, any returns using a third-party (e.g., Amazon) may limit your possible refund.

Only items returned directly to Trusted Therapy Products are eligible for full returns and exchanges under our policies. Any use of a third-party return or exchange method voids returns and exchanges under our policy. This may result in you receiving a partial refund from a third-party supplier or manufacturer, while being unable to receive the difference from Trusted Therapy Products.