Refund policy

At TheKneado™, we believe wellness should feel effortless and reassuring. Every electronic massager is carefully inspected, hygienically sealed, and securely packaged before it leaves our facility. Our policy is designed to be clear, respectful, and aligned with the highest standards of product care.

1. Return and Exchange Window

  • We have a 90-day return policy, which means you have 60 days after receiving your item to request a return.

  • Requests submitted after this period cannot be accepted.

2. Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

  • The item must be in the same condition that you received it.

  • The product must be unboxed or unused, with all original tags attached.

  • It must be in its original packaging.

  • You will need the receipt or proof of purchase to initiate the process.

  • For hygiene and safety reasons, products that have been used or activated are not eligible for return.

  • An unboxing video is required to confirm the product was not altered after delivery.

3. Refund Options & Fees

  • Store Credit: Refunds can be issued as TheKneado™ store credit with no expiration date. This is the quickest and most seamless option.

  • Partial Refund to Original Payment Method: For approved returns, we issue a 60% refund of the total order value.

  • Processing Fee: All refunds are subject to an additional 8.5% processing fee based on the total order value.

  • Refunds are completed within 7 to 10 business days following inspection approval.

4. Exchange Policy

  • Defects or Transit Damage: Exchanges are permitted exclusively for manufacturing defects or damage incurred during transit.

  • Incorrect Item: If an incorrect unit is delivered, the exchange will be handled entirely at our cost, including all logistics charges.

5. Non-Eligible Items

  • Products that have been used, activated, or unsealed.

  • Items returned without original packaging, tags, or accessories.

  • Products damaged due to misuse or improper handling.

  • Shipping fees paid at the time of purchase are non-refundable.

6. Request Process

To initiate a return or exchange, please contact us via:

  • Email: support@thekneado.com

  • Subject: Return/Exchange Request - [Your Order ID]

  • Required Attachments: Clear images/video of the product and the mandatory unboxing video.

7. Processing Timeline

  • Product inspection and verification: 2 to 3 business days.

  • Refund processing: 7 to 10 business days.

  • Exchange dispatch: 2 to 5 business days after approval.

8. Customer Care

Our customer care team is available to assist you:

  • Support Hours: Monday to Saturday, 9:00 AM to 5:00 PM (EST).

  • Sundays: Closed.

9. Registered Details

  • Brand Name: TheKneado™

  • Registered Name: TheKneado Wellness Solutions

Our support team will respond within 24 to 48 hours with the next steps.