Cancellation & Refund Policy

This policy governs cancellations, returns, and refunds for all orders placed through theraprime.co, and forms a binding agreement between you and TheraPrime. It works together with our 60-Day Money-Back Guarantee, which sets out the trial and claim requirements in full.

Orders may only be cancelled within three (3) hours of the original order being placed. Cancellations within that window are refunded in full, with no fees.

To cancel, email support@theraprime.co with your order number. Once an order has entered fulfilment processing or has shipped, it cannot be cancelled or modified — the 60-Day Money-Back Guarantee then applies instead.

TheraPrime offers a 60-Day Money-Back Guarantee on products purchased directly from theraprime.co by the original purchaser.

Because our devices are designed to work gradually, the Guarantee requires that you use the product for a minimum trial period of thirty (30) consecutive days, counted from the carrier's confirmed delivery date, before a refund can be requested.

Refund claims must be submitted between Day 30 and Day 60 following delivery. Claims submitted before Day 30 (trial not completed) or after Day 60 (Guarantee expired) will be rejected.

Refunds are limited to one per household.

Email support@theraprime.co with your order number and a brief description of your experience. Our team will first try to help you get results — many issues come down to fit, placement, or session length.

If a refund is agreed, we will issue you a Return Merchandise Authorization (RMA) number and the return address. Returns sent without an RMA number cannot be identified, processed, or refunded. Authorised returns must be shipped back within 14 days of receiving the RMA.

All return shipping costs are the responsibility of the customer. We strongly recommend using a tracked service — you bear the risk of loss until the return is received and scanned in at our warehouse.

Approved refunds are calculated on the purchase price paid and are subject to the following deductions:

• A 15% restocking and processing fee.
• All original shipping charges, which are non-refundable (including the actual carrier cost on orders that shipped under free shipping).
• The value of any promotional discount, gift, or bonus item applied to the original order, unless that item is returned with the product.

Return shipping is paid by you and is not reimbursed.

A refund may be declined where the request is:

• submitted after the 60-day Guarantee window has closed;
• submitted before the 30-day minimum trial period has been completed;
• unsupported by the documentation we reasonably request;
• for a product showing signs of misuse, abuse, or damage that is not a manufacturing fault;
• a second or subsequent claim from the same household; or
• for a product not purchased directly from theraprime.co.

Once your return is received and inspected, approved refunds are issued to the original payment method within 5 to 10 business days. The time it takes for the funds to appear on your statement is set by your bank or card issuer and is outside our control.

If your product arrives damaged or develops a manufacturing fault, contact support@theraprime.co within 7 calendar days of delivery with photographs of the item and packaging. Confirmed manufacturing faults are resolved by replacement at our cost — the trial period, restocking fee, and return shipping requirements above do not apply to these cases.

Customers in the European Union and the United Kingdom have a statutory right to withdraw from the purchase within 14 days of delivery, without giving a reason. This right is separate from and additional to the 60-Day Money-Back Guarantee, and is not conditional on completing the trial period or providing proof of use.

Nothing in this policy limits your statutory rights under applicable consumer protection law.

Please contact us before initiating a chargeback. You must allow a minimum of ten (10) business days for TheraPrime to investigate and resolve your complaint before seeking external resolution.

Filing a chargeback without first contacting us is a violation of this policy and forfeits all rights under the 60-Day Money-Back Guarantee. We may contest the chargeback with supporting documentation, suspend or restrict your account, and pursue any lawful remedy, including recovery of the disputed amount plus associated fees.

This section does not restrict EU or UK customers from exercising their lawful statutory rights.

TheraPrime reserves the right to update or modify this policy at any time without prior notice. The policy in force on the date your order was placed is the one that applies to that order.

Email: support@theraprime.co — monitored 24/7, with most replies within one business day.

Please include your order number with any cancellation, return, or refund request.