At Celinva Orthopedic Cushion, we stand behind the quality of our products and strive to ensure complete customer satisfaction. Please read our policy below for details on returns, refunds, exchanges, and order cancellations.
1. 60-Day Return Policy
Our policy lasts 60 days from the date of delivery. If 60 days have passed since you received your package, we unfortunately cannot offer a refund or exchange.
Return Eligibility Criteria
To qualify for a return and refund, the following conditions must be met:
- Proof of Functional Defect: Refunds are provided for items that arrive defective or display clear functional defects.
- Original Packaging: Items must be returned in their original, undamaged packaging.
- Proof of Purchase: A valid receipt or order number is required for all returns.
> Please Note: We do not offer refunds or returns for simple change-of-mind purchases. Exceptional circumstances may be reviewed at our discretion, provided valid proof of purchase and product condition are supplied.
2. Non-Returnable Items
For health, safety, and operational reasons, the following items cannot be returned:
- Gift cards
- Custom-made or personalized products
- Downloadable software products
- Intimate, sanitary, or select health and personal care items
- Hazardous materials or flammable liquids/gases
3. How to Initiate a Return
- Submit a Request: Email our support team at [email protected] within 60 days of delivery.
- Include Details: Attach your order number, receipt, a description of the defect, and clear photographs or video proof of the issue.
- Return Authorization: Once approved, our team will provide you with the correct return instructions and warehouse return address.
4. Order Cancellations
Due to our automated fulfillment process, order cancellations are only accepted within 60 minutes of placing your order and apply exclusively to full-priced items.
If you need to cancel your order, please email us immediately at [email protected] with the subject line “URGENT: Order Cancellation”. Once an order has entered warehouse processing after the 60-minute window, it cannot be canceled.
5. Refunds Process
Once your returned item is received at our facility and undergoes quality inspection, we will notify you via email regarding the approval or rejection of your refund.
- Approved Refunds: If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment within 5 to 10 business days (depending on your bank card provider).
Late or Missing Refunds
If you haven’t received your refund after receiving our approval confirmation:
- Re-check your bank or credit card statement.
- Contact your credit card company or bank, as processing times vary before refunds are officially posted.
- If you have completed these steps and still have not received your funds, please contact us at [email protected].
6. Product Exchanges
We only replace items if they arrive defective, damaged, or functionally impaired. If you need to exchange a defective item for the exact same model, please email us at [email protected] with proof of the issue.
7. Return Shipping Terms
- Shipping Costs: Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable. If a refund is processed, any original shipping fees incurred will be deducted from your total refund amount.
- Tracking & Insurance: If you are returning an item, we strongly advise using a trackable shipping service or purchasing shipping insurance. Celinva Orthopedic Cushion cannot guarantee receipt of returned items lost in transit by your shipping provider.
- Final Processing: Refunds will only be finalized once the return shipment is physically received, inspected, and verified against the criteria stated above.