Returns & Refunds Policy

All returns are subject to approval and must be made within 60 calendar days of the original purchase date. Customers are responsible for the cost of $10 shipping your return item(s) + $5 processing fee (which will be deducted from the original payment amount) and all fees and shipping costs are non-refundable. Upon approval, a shipping label will be emailed to you. Please see required criteria below:

In some cases, we may offer you a refund without requiring you to return the product. If this option is offered and you accept it, the $10 shipping fee and $5 processing fee will not be deducted from your refund.

To be eligible for a return or exchange, the product must be unopened and unused. All return/exchange requests after 60 calendar days will be denied.

To start a return, you can contact us at support@hearrelief.com

Items sent back to us without first requesting a return will not be accepted.

WE DO NOT ACCEPT FREE EXCHANGES OR RETURNS ON ORDERS PLACED UNDER A SALES PROMOTION (i.e. BOGO, 50% off, B2G1, etc.). Exchanges and returns are available for items purchased at full price only.

Exchanges

We offer a one-time free exchange service on all paid purchases, excluding promotional items and subscription orders. Exchanges are not available on subscription orders — see Subscriptions below. If you accept an exchange offer, all future refund requests will be forfeited for that order.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item — we'll gladly ship a brand new item to you. However, if the customer breaks or damages the product while in use, refunds will not be granted.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Subscriptions

Refunds on subscription orders are only offered on the first order. If your first order was purchased at an introductory or discounted price, any approved refund will be issued for the amount you actually paid, not the full, non-discounted price.

For all subsequent orders, refunds will not be granted; however, customers may cancel their subscription at any time to prevent future orders from being processed — except where a minimum commitment applies.

Minimum commitment subscriptions: Some products require a minimum of 2 billing cycles — your initial order plus one rebill — before cancellation is available. If you purchase one of these products, your second charge will be processed even if you request to cancel beforehand. This second charge is treated as a subsequent order and is non-refundable; only your first order may qualify for a refund. Once your second charge has posted, you may cancel to prevent any further orders.

Exchanges are not offered on subscription orders.

To cancel your subscription, please contact us at support@hearrelief.com or cancel via your customer account before your next billing date.

European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at support@hearrelief.com