Terms of service

Last updated: November 10, 2026

1. About these terms

These Terms of Service ("Terms") apply to your use of the Soothiva online store at this website (the "Store") and to every order you place with us. "Soothiva", "we", "us" and "our" refer to the operator of this Store. "You" refers to anyone who visits the Store or places an order.

By using the Store or placing an order, you agree to these Terms and to our Shipping Policy, Refund Policy and Privacy Policy, which form part of these Terms. If you do not agree, please do not use the Store.

The Store is hosted by Shopify. Payments are processed by our payment providers, such as PayPal, under their own terms.

2. Who can order

You must be at least 18 years old, or the age of majority where you live, to place an order. You agree to give us accurate and complete information, including your name, email address and shipping address.

We currently ship to the United States, Canada, Australia and New Zealand only.

3. Products and descriptions

We do our best to describe and show our products accurately. Colors can look slightly different depending on your screen, and packaging may change. If a product you receive is not as described, please contact us and we will make it right under our Refund Policy.

Not a medical device. Our heated knee wraps are designed for relaxation and comfort. They are not intended to diagnose, treat, cure or prevent any disease or medical condition, and they do not replace medical advice. If you are pregnant, have a medical condition, a pacemaker or other implant, reduced sensitivity to heat, poor circulation, or a recent injury or surgery, ask your doctor before use. Always follow the instructions included with the product. Do not use the product on broken or irritated skin, while sleeping, or on children or people who cannot remove it on their own.

4. Prices and payment

All prices are shown in US dollars (USD) and include free shipping to the countries listed above. If your card or account is in another currency, your bank or payment provider may convert the amount and may charge a conversion fee.

We may change prices at any time. The price that applies is the one shown at checkout when you place your order.

If a product is listed with an obvious error in price or description, we may cancel the order. If we do, we will tell you and refund any amount you paid in full.

5. Orders and acceptance

Placing an order is an offer to buy. You will receive an order confirmation email, and the contract is formed when we confirm your order. We may refuse or cancel an order, for example if a product is out of stock, if we cannot verify your payment, or if we suspect fraud. If we cancel an order after you have paid, we refund the full amount.

You can cancel or change your shipping address free of charge within 12 hours of placing your order, as explained in our Shipping Policy.

6. Shipping and delivery

Shipping is free and always includes tracking. Delivery usually takes 7–15 business days from the day you place your order. Delivery times are estimates, not guarantees. Full details, including what happens if a package is late, lost or shows "delivered" but you cannot find it, are in our Shipping Policy.

Please check your shipping address carefully at checkout. If a package is returned because the address was incorrect or incomplete, the cost of reshipping it is paid by the customer.

7. Customs, duties and taxes

If a carrier asks you to pay any customs, duty or import fee when your package arrives, please contact us before paying it and we will help you resolve it.

8. Our 30-day guarantee, returns and refunds

You can request a return within 30 days of delivery. Change-of-mind returns must be unused, unwashed and in their original packaging with all accessories, and return shipping for change-of-mind returns is paid by the customer. Please contact us before sending anything back so we can give you the return instructions.

If your item arrives damaged, faulty or wrong, tell us within 5 days of delivery and we will send a free replacement or a full refund at no cost to you.

All the details are in our Refund Policy. Nothing in these Terms limits your rights under the consumer laws of your country, including the Australian Consumer Law, the New Zealand Consumer Guarantees Act and Canadian provincial consumer protection laws.

9. Problems with an order

If something is wrong with your order, please email us first at support@soothiva.com with your order number. We reply within 24–48 hours, Monday to Friday, and we can usually resolve problems faster than a bank or payment dispute. This does not affect your right to open a dispute with your bank or payment provider.

10. Reviews and content you send us

If you send us a review, photo, video or comment about our products, you confirm that it is truthful, that it is your own, and that it does not break any law or anyone else's rights. You allow us to show it on the Store and on our social media, with your first name or initials only. We do not pay for positive reviews, and we do not edit reviews to change their meaning.

11. Using the Store

You agree not to use the Store for any unlawful purpose, not to interfere with its security or operation, not to place fraudulent orders, and not to copy the Store's content for commercial use without our written permission.

12. Intellectual property

The Soothiva name and logo, and the text, images, videos and design of the Store, belong to us or are used with permission. You may view and share them for personal, non-commercial purposes only.

13. Limitation of liability

To the fullest extent permitted by law, we are not liable for any indirect, incidental or consequential loss arising from your use of the Store or our products, and our total liability for any order is limited to the amount you paid for that order. We do not exclude or limit any liability that cannot be excluded or limited by law, including liability for death or personal injury caused by our negligence or any guarantee that applies to you under consumer law.

14. Changes to these Terms

We may update these Terms from time to time. The version that applies to your order is the one published on the Store when you placed it. The date at the top shows when these Terms were last updated.

15. Governing law

These Terms are governed by the laws of the Republic of Panama. If you are a consumer, you also keep the protection of any mandatory consumer law of the country where you live, and you may bring a claim in the courts of that country.

16. If part of these Terms is invalid

If any part of these Terms is found invalid or unenforceable, the rest of these Terms remains in effect.

17. Contact

Soothiva customer support
Email: support@soothiva.com
We reply within 24–48 hours, Monday to Friday.
See our Contact Information page for our business address.