Refund & Return Policy
Smooth Spine wants you to be completely satisfied with your purchase. If something isn't right, we're here to help.
Return window
You may request a return within 30 days of receiving your order. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging.
How to start a return
Email us at support.smoothspine@gmail.com with your order number and the reason for the return. Our team will reply with return instructions and the return shipping address. Please do not send items back before contacting us — returns sent without prior authorization cannot be processed.
Return shipping costs
- If the return is due to our error (you received a defective, damaged, or incorrect item), we cover the return shipping cost.
- For all other reasons (change of mind, wrong size/choice), the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
Damaged or defective items
If your item arrives damaged or defective, contact us within 48 hours of delivery at support.smoothspine@gmail.com with photos or a short video of the issue. We will arrange a free replacement or a full refund, including shipping.
Refunds
Once we receive and inspect your returned item, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Non-returnable items
The following cannot be returned or refunded:
- Gift cards
- Items marked as Final Sale or clearance
- Items damaged through misuse after delivery
Order cancellations
You may cancel your order for a full refund before it has been shipped. Once an order has shipped, it falls under the standard return process above.
Questions
For any questions about returns or refunds, contact us at support.smoothspine@gmail.com. We respond within 24–48 hours, Monday to Friday. If you have a concern about a charge, please reach out to us first — we'll always work with you to resolve it before you contact your bank.