Refund Policy

At Knee Massager USA, we want you to feel comfortable when shopping with us. This policy outlines our return requirements, refund process, warranty coverage, and what to do if there is an issue with your order.

14-Day Return Period

If you decide that your purchase is not right for you, you may contact us within 14 days of the delivery date to request a return and refund.For a change-of-mind return to qualify, the product must be:

  • Unused and in its original condition

  • Free from damage or signs of use

  • Returned in the original packaging

  • Complete with all included accessories, instructions, and components

Because these products are intended for personal use, we may be unable to accept returns of items that have been used, damaged, or returned incomplete. This restriction does not apply in cases involving a confirmed product defect.

How to Start a Return

Before sending anything back, please contact our customer support team:

Email: kneemassager1@outlook.com

Please provide:

  • Your order number

  • Full name

  • Email address used at checkout

  • Reason for requesting the return

After reviewing your request, our team will provide the appropriate return instructions.

Please do not mail a product back without receiving return instructions from us first. Unauthorized returns may not be accepted or processed.

Refund Processing

Once we receive your returned product, it will be inspected to determine whether it meets the requirements of this policy.If your return is approved, the applicable refund will be issued to the original payment method used for the purchase.The time required for the funds to appear in your account can vary depending on your bank, credit card company, or payment provider. We do not control the processing time once the refund has been issued.

Damaged or Defective Items

If your order arrives damaged or your product develops a genuine defect, please contact us promptly at: kneemassager1@outlook.com

Include your order number and, where possible, clear photographs or a short video demonstrating the problem. This information helps our team evaluate the issue more efficiently.If a product defect is confirmed, we will determine the appropriate resolution. Where applicable, a replacement may be provided under our 1-year warranty.

1-Year Product Warranty

Eligible purchases made directly through Knee Massager USA are covered by a 1-year warranty against genuine product defects occurring during normal use.

The warranty does not cover problems resulting from:

  • Improper or incorrect operation

  • Accidental damage

  • Misuse or abuse

  • Water or liquid damage

  • Unauthorized modifications or repairs

  • Normal deterioration from regular use

Warranty coverage applies to eligible purchases made directly through our website.

Return Shipping

For returns resulting from a change of mind, the customer is responsible for the cost of sending the product back.

If you receive an incorrect item or the product arrives damaged or has a confirmed defect, please contact us before arranging a return. Our support team will review the circumstances and provide further instructions.

Situations That May Not Qualify for a Refund

A return or refund may be declined when:

  • The item has been used and there is no confirmed defect

  • The product has been damaged through misuse or an accident

  • Original packaging, accessories, or components are missing

  • The return request is submitted after the 14-day period

  • The purchase was made through another retailer, marketplace, or third-party seller

Orders That Have Already Been Shipped

Once an order has entered the shipping process, cancellation may not always be possible.

If your package has already been dispatched, please wait for delivery and contact us if you would like to request a return. The order must still meet the requirements outlined in this policy.

Our standard delivery timeframe is approximately 5–9 business days after dispatch.

Exchanges & Replacements

Where a product is confirmed to be defective or an incorrect item has been sent, our support team will review the order and determine whether a replacement or another suitable resolution is available.Please contact us before returning any product so we can provide the correct instructions.

Contact Our Support Team

For questions regarding returns, refunds, warranty claims, damaged products, or order issues, please contact:

kneemassager1@outlook.com

When contacting us, including your order number and relevant details will help us respond more efficiently.This policy is intended to explain our standard return and refund procedures and does not limit any rights you may have under applicable consumer protection laws.