Refund policy

30-day returns

If you change your mind, you can request a return within 30 days of delivery.

Change-of-mind returns: conditions

To be accepted, the item must be:

  • Unused and unwashed (this product is worn against the skin, so we can't accept items that have been used or washed)
  • In its original packaging, with all accessories included (charging cable, controller and straps)

These conditions do not apply to damaged, faulty or wrong items (see below).

How to start a return

Email us at support@soothiva.com with your order number and the reason for the return. We will reply within 24–48 hours with the return instructions and the return address. For change-of-mind returns, please contact us before sending anything back; items sent without our instructions may not reach the correct returns center and can't be processed.

Return shipping costs

For change-of-mind returns, return shipping is paid by the customer. Our returns center may be located outside your country, so return postage is international and usually costs around US$20–35 depending on where you are. We recommend a tracked shipping service, because we can't be responsible for change-of-mind returns lost in transit. Since your original shipping was free, nothing is deducted for it from your refund.

Damaged, faulty or wrong item

If your item arrives damaged or is not what you ordered, please let us know within 5 days of delivery so we can fix it fast. Email us your order number together with:

  • Photos of the item, the box and the shipping label, and
  • If possible, a short video showing the problem (for example, the wrap not turning on after a full charge). This helps us resolve it faster.

If a fault appears later, contact us anyway: your rights under consumer law are not limited by this timeframe.

For damaged, faulty or wrong items we send you a free replacement or a full refund. You pay nothing, and in most cases you won't need to send the item back. If we do ask you to return it, we pay or reimburse the reasonable return costs. For a major failure (Australia) or a failure of substantial character (New Zealand), you choose whether you want a refund or a replacement.

Exchanges

We sell a single product, so exchanges are made for the same item when it arrives damaged, faulty or wrong.

Refunds

Once your return is received and inspected (or your claim for a damaged, faulty or wrong item is approved), we will email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Timing can vary by country and bank; if you haven't received your refund 10 business days after we confirm it, email us and we will check it with you.

Order cancellations

You can cancel free of charge within 12 hours of placing your order. See our Shipping Policy for details.

Items we can't accept as change-of-mind returns

  • Items that have been used or washed
  • Items returned without their original packaging or accessories
  • Return requests made more than 30 days after delivery

Payment disputes

If something is wrong with your order, please email us before opening a dispute with your bank or card provider. We can usually resolve it faster, and this does not affect your right to open a dispute.

Your rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the consumer laws of your country, including the New Zealand Consumer Guarantees Act and Canadian provincial consumer protection laws.

Questions

Email us at support@soothiva.com. We reply within 24–48 hours, Monday to Friday.