Returns & Refunds Policy
At My Soothe Lab, we are committed to providing high-quality products and reliable customer support. We offer a 60-day money-back guarantee, allowing you to evaluate the product and determine whether it is right for you. If you decide it is not a good fit, you may request a return within 60 days of delivery, subject to the terms below.
For assistance, please contact help@mysoothelab.com.
Cancellation Policy
Orders automatically enter processing and fulfillment immediately after they are placed. Because processing may begin shortly after an order is submitted, we are generally unable to cancel or modify an order once it has been placed.
If an order has already been processed or shipped, it cannot be stopped. Once the order is delivered, eligible customers may request a return under our 60-day return policy.
Returns and Refunds
We offer a 60-day return policy for eligible items. Return requests must be made within 60 days of delivery.
Condition of Returned Items
- Items must be returned in acceptable condition with the functional accessories originally supplied with the product.
- Gently used items showing minimal signs of use without damage may be eligible for a refund.
- Items that are significantly used, damaged, altered, improperly packaged, or misused may not be eligible for a full refund.
- Returns with excessive staining, strong odors including smoke or pet odors, bodily fluids, excessive dirt, mold, or other unsanitary conditions may be refused or subject to a partial refund or restocking deduction at My Soothe Lab’s discretion.
Product Experience Disclaimer
Comfort, firmness preference, and perceived relief vary by individual. Discomfort, lack of perceived benefit, or personal preference does not by itself indicate a defective product and does not qualify as product damage or malfunction.
Return Process
- Email help@mysoothelab.com within 60 days of delivery with your order number starting with #MSL and reason for return.
- Wait for return approval and return instructions before shipping the item back.
- Return shipping costs are the customer’s responsibility. We do not provide prepaid return labels unless explicitly approved by My Soothe Lab.
Please include your #MSL order number inside the return package so we can properly identify your return. The order number may be written on a piece of paper or note and placed inside the package.
For Therava Back Massager returns, please return the Therava Back Massager, USB cable, and wall adapter. Printed instruction manuals, insert cards, or promotional materials do not need to be returned unless specifically requested.
The Therava Back Massager may be returned in a box or protective poly mailer. However, the product must be kept straight and must not be folded or bent to fit into a smaller package. Folding or bending the massager may damage its internal air-traction components, tubing, or wiring. Damage caused by folding, bending, or improper return packaging may affect eligibility for a full refund.
A full refund requires the product to be returned in acceptable and hygienic condition with the required functional accessories. Refunds are not issued without a return unless explicitly approved by My Soothe Lab.
Goodwill Resolutions
In some cases, My Soothe Lab may offer a goodwill adjustment, partial refund, replacement, or other resolution at its discretion.
Goodwill resolutions are not guaranteed, are evaluated on a case-by-case basis, and do not represent an admission of defect, misrepresentation, product failure, or liability.
Refused or Unclaimed Deliveries
- Orders refused upon delivery are not automatically considered successfully returned and are not automatically eligible for a refund.
- If you no longer wish to keep your order, please accept delivery and contact help@mysoothelab.com to arrange an authorized return.
- Refused or unclaimed parcels may be returned, held, abandoned, or otherwise handled by the carrier according to the carrier’s policies.
- A refund cannot be processed until an eligible return has been successfully received and identified by My Soothe Lab, unless otherwise approved.
Refund Processing
- Once an eligible return is received and inspected, the refund will generally be initiated within 1–3 business days.
- After the refund is issued, the time required for the funds to appear depends on your bank, card issuer, or payment provider.
- If an item is returned with damage caused by misuse, excessive wear, alteration, improper packaging, or other customer-caused damage, a restocking or damage deduction of up to 15% may apply where permitted.
- Original shipping charges and return shipping costs are non-refundable unless otherwise required by applicable law or explicitly approved by My Soothe Lab.
Damaged Upon Delivery
If your product arrives damaged, defective, or non-functional upon delivery, please notify us within 48 hours of delivery.
Please provide clear photos or video showing the issue so we can review the claim and assist you.
Damage to the outer shipping packaging alone does not qualify as product damage if the product itself is unaffected.
Product Warranty
Therava products include a 1-year limited warranty from the date of delivery covering eligible product malfunctions or defects that arise during normal intended use.
If a product issue develops after delivery, please contact help@mysoothelab.com with your order number and a description of the issue. We may request photos, video, or basic troubleshooting information so we can confirm the problem.
If an eligible warranty issue is confirmed, My Soothe Lab may provide a replacement product, replacement component, or another appropriate resolution.
The warranty does not cover damage caused by misuse, alteration, improper power accessories, improper storage, improper return packaging, folding or bending of the product, accidental damage, or use contrary to provided instructions.
Shipping and Delivery
- Orders are shipped with tracking information when available, and shipment updates are generally sent by email.
- Customers are responsible for providing an accurate and complete delivery address and for monitoring tracking information.
- Customers are responsible for ensuring reasonable access for delivery, including access to mailboxes, parcel lockers, apartment buildings, gates, or other secure delivery locations.
- When a carrier marks an order as delivered, the delivery record will be considered evidence that the shipment reached the delivery location provided with the order.
If tracking shows delivered but you cannot locate the package, please contact us within 48 hours so we can assist with reviewing the delivery information and available carrier records.
Chargebacks & Payment Disputes
We encourage customers to contact help@mysoothelab.com before initiating a chargeback or payment dispute so we have an opportunity to review the issue and assist with a resolution.
If a chargeback or payment dispute is opened, the matter will be handled through the applicable bank, card issuer, payment processor, or dispute platform.
My Soothe Lab reserves the right to provide relevant evidence in response to a dispute, including:
- Order and payment records
- Tracking and delivery confirmation
- Customer communications
- Return and refund records
- Product and order information
- Applicable policies and terms disclosed in connection with the purchase
While a chargeback or payment dispute is open, we generally cannot issue a separate refund outside the dispute process because doing so may result in a duplicate reimbursement.
If a customer wishes to resolve a matter directly with My Soothe Lab after opening a payment dispute, the dispute may need to be fully closed with the bank, card issuer, or payment provider before a separate refund can be processed.
If a chargeback is resolved in My Soothe Lab’s favor, any further refund, replacement, or other resolution will be evaluated separately under our applicable policies and applicable law.
Policy Updates
We reserve the right to update or modify this policy from time to time. Changes apply prospectively unless otherwise stated or required by applicable law.
The version of the policy applicable to your purchase, together with any rights provided under applicable law, governs your order.
By completing a purchase on MySootheLab.com, you acknowledge the applicable return, refund, cancellation, shipping, and warranty terms presented in connection with your purchase.