TheBackstore.com offers a 30-day money back guarantee on products purchased from our store (starting from the invoice date and excludes custom sized, special clearance, auction or discounted items). Simply return the item with the original dated receipt in the original packaging in new condition for a refund of the product price less shipping and a 10% restocking fee. If no shipping charges were charged on the original invoice (free shipping offer/shipping included offer) the actual shipping charges will be deducted prior to refunding. Shipping is a service and not refundable for any order. For hygienic reasons, Therabath products, paraffin, pillows, mattresses, airbeds, electrodes and covers can not be opened if returning for a refund. (Once opened these items can not be returned for a refund.)
When returning an item, please complete the RETURN / EXCHANGE FORM and be sure to include a copy of the original dated invoice and credit card receipt. Please write the complete CC number and exp date on the receipt or return form. Also include a short signed note of what you would like us to do. Custom orders for tables/mattresses and other products can not be returned or canceled. The Buyer is responsible for all return shipping costs and insurance. Items received after the 30 day return period will not be accepted for return.
Any applicable product warranty problem, repair or replacement is handled directly through the manufacturer of the product and not through The Back Store. If you decide to return a product that needs warranty work, all warranty work must be done before returning to The Back Store for a refund under our normal policy less shipping. If an order is refused for delivery or an order is canceled after it has already been shipped, two shipping fees will be deducted prior to refunding since we are billed shipping both ways from the shipping company. Shipment times are not guaranteed and orders canceled or refused will be refunded less all shipping fees. Items that are returned after the 30-day period, soiled, dirty or smell like smoke can not be accepted for return or exchange. All orders are considered final after 30 days. If you never received a package or it is incomplete you have to notify us and fill out a freight claim form within 30 days of ordering for us to file a claim with the shipping company. If we do not get this form will not be able to file a claim with the shipping company and we will not be able to refund the order.
The above policies are binding on all orders and can not be changed verbally by phone or written by e-mail. To avoid any confusion, customer service representatives can not change these policies.