Return and Refund Policy

Refund, Replacement and Return Policy
You may be wondering what exactly the process is for requesting a refund or
returning/exchanging a product from Lumbar Heaven. We want your order fulfillment
process to be as smooth as possible so we've covered everything you need to know
about refunding, returning, and exchanging products below.

Order Credits
Here is a detailed breakdown of order credits:
1. Order credits received via promotions are non-refundable and non-
transferable.
2. Order credit top-ups are refundable on a case-by-case basis.
1. Only unused amounts will be considered.
2. Refunds will be issued back to the original payment method only.

Shipped Orders

Order Delays:
If an order lacks tracking information, is in transit, is pending, or expired beyond 60
days from the original shipping date (45 days for U.S. orders and 110 days for
Brazil), Lumbar Heaven will offer a refund or resend the product at Lumbar Heaven’s
expense. Exceptions apply to certain shipping methods and destinations.

Delivered Orders:
Lumbar Heaven will not process refunds or replacements if the tracking information
indicates the order was delivered. In cases where the package wasn’t received, a
non-delivery certification from the local post office is required for a refund or
replacement.

Damaged Products:
A full refund or replacement is provided for items that arrive damaged within 30 days
of delivery. All refund or replacement requests for damaged products will need to be
validated through photo or video evidence submitted to Lumbar Heaven for approval
prior to a refund being issued. Refund instructions will be provided upon approval for
a refund.
Incorrect or Missing Products:

A full refund or replacement will be provided for incorrect or missing items that were
shipped. All refund or replacement requests for incorrect or missing products will
need to be validated through photo or video evidence submitted to Lumbar Heaven for
approval prior to a refund being issued.

Order Cancellation:

A full refund is available for orders cancelled before being processed and shipped by
our warehouse. Once the order is processed, the above mentioned applies.