Nalax’s Return Policy
We stand behind our products. At Nalax, all purchases are covered by our Product Return Policy as followed:
1. If within 30 days, products have become defective or Dead On Arrival (DOA), you may return the product to us and we will gladly replace, exchange or refund (less shipping) the money to you.
2. For products that are not satisfactory and are not defective or DOA, you can return to us within 30 days with the return shipping label at buyer / customer’s own expense.
Our Customer Support team will be happy to assist you at any time if you have questions or need to return a product. Email us: support@naturallyrelaxation.com
How do I Return an Item?
Please contact us before returning your product. All returns and exchanges must be arranged with a Customer Service Representative within 30 days after delivery.
Please follow these 3 steps:
1. Send an email to support@naturallyrelaxation.com with your intent to return and your reason.
2. After receiving a reply with acknowledgement of the return, please ship it to:
Nalax’s US Return Address:
405 Busher, Dr Lewisville, TX 75067. Attn: Morgan
3. Please email us to inform and provide the Tracking Number with our Customer Service department once the item has been returned.Once the tracking confirms the delivery, we will process your refund immediately. Refund delays may happen if tracking numbers are not provided.
Ship via insured parcel post, or another traceable method. This is in your best interest as we cannot be responsible for items lost in transit.
All products must be returned in the original carton in which it was received by the customer including packaging, documentation, and manual.
Please do not tape or write anything on the item or package. We reserve the right to refuse any such returns.
Merchandise returned in damaged condition (excluding factory defects) will be returned to the buyer.
If you product stops working the way it used to, it is most likely due to the controller. We will send you a new replacement controller free of charge. Simply send an email to support@naturallyrelaxation.com with a copy of your order) email forward or screenshot of your invoice, regardless of where you bought it), product model, and preferably a picture of your controller on both sides. Once we get that information from you, we will take care of the problem immediately. If a new controller does not solve your issue, we will send you a brand new pad. These exchanges will be at our cost in the continental USA only (Alaska, Hawaii and other countries must pay for all associated shipping costs).
PLEASE NOTE:
Nalax is NOT responsible for tracking of the package status once the tracking number has been provided. We are not able to contact the courier for you for any courier issues that may arise including, but not limited to: late shipment or lost package. It will be the responsibility of the courier as they are the one processing and delivering your package. Please contact the courier for updates using the tracking number provided to you for any shipping issues.