Refund policy

Return & Refund Policy

This Return & Refund Policy governs all return, exchange, and refund requests for TENS EMS devices purchased from our official Shopify store. This policy works in conjunction with our warranty policy and complies with international cross-border e-commerce consumer regulations.

1 Return & Refund Eligibility Period

We offer a 30-Day Money-Back Guarantee for all TENS EMS devices. Customers may apply for a full refund or product exchange within 30 calendar days from the original order delivery date. Return requests submitted after the 30-day window will not be accepted unless the product qualifies for warranty service.

2 Eligible Return Conditions

To be approved for return or refund, the product must meet all of the following requirements:
  • The return application is submitted within the 30-day valid return period;
  • The product is unused, unmodified, and in new condition, with no artificial damage, scratches, or functional faults caused by the customer;
  • All original packaging, accessories, parts, user manuals, and gift items are complete, intact, and unmissing;
  • Customers can provide valid order information and delivery proof;
  • The product is not damaged due to customer improper operation, storage, or human error.

3 Non-Returnable & Non-Refundable Situations

The following circumstances are not eligible for returns, exchanges, or refunds:
  • Return requests beyond the 30-day money-back guarantee period;
  • Products with obvious artificial damage, disassembly traces, modification, or private repair;
  • Missing original packaging, accessories, parts, or official supporting documents;
  • Damages caused by improper use, misuse, or operation not in accordance with the user manual;
  • Normal wear and tear of consumable accessories (electrode pads, lead wires, charging cables);
  • Products purchased from unauthorized third-party channels, second-hand products, or counterfeit goods;
  • Custom personalized products or products marked as final sale;
  • Cosmetic damage or slight scratches that do not affect product use caused by customer.

4 Defective Product Returns & Refunds

For products with manufacturing defects or functional malfunctions within the 30-day return period:
  • Customers can choose free product replacement, free repair, or full refund;
  • We will bear the round-trip shipping fees for defective product processing;
  • If a refund is confirmed, we will process the full refund to your original payment account within 3–7 business days after receiving and inspecting the returned product.

5 Customer-Initiated Voluntary Returns

For personal reasons (dislike, inappropriate size, unnecessary purchase) voluntary returns that meet return conditions:
  • Customers shall be responsible for all return shipping fees and possible customs clearance fees;
  • We will deduct the generated outbound shipping cost from the refund amount if the original order enjoys free shipping;
  • Once the returned product is received and inspected to be intact, we will issue the corresponding refund within 3–7 business days.

6 Return & Refund Process

  1. Contact Customer Service: Send a return/refund request via store email or order message, provide your order number and return reason;
  2. Confirmation & Guidance: Our team will review your request within 1–2 business days and provide official return address and operation guidelines;
  3. Send Back the Package: Pack the product completely and ship it back according to the designated address, and provide the return tracking number;
  4. Inspection & Refund: We will inspect the returned product after receipt, and complete replacement or refund for eligible requests within 3–7 business days.

7 Refund Details

  • All refunds will be returned via the original payment method;
  • The arrival time of the refund depends on the processing rules of your payment platform and bank, generally 3–10 business days;
  • We do not provide cash refunds or refunds to third-party payment accounts.