IMPORTANT: Please keep the original box and packaging for 30 days to ensure eligibility for returns/exchanges.

Address: 81 Commerce Street, Glastonbury, CT 06033

Email: info@shop-recovery.com

Phone: (860) 500-5020 (Extension 2 for Returns Department)

At The Recovery Shop, your satisfaction is paramount. To facilitate a smooth return or exchange process, please review the following guidelines:

1. Eligibility for Returns:

   • All returns must be initiated within 30 days of receiving your order.

   • Only unused and unopened items in their original packaging are eligible for return.

   • Products not fit for return include:

     1. Used cold therapy units and pads

     2. Used bathroom safety products

     3. Used slings and bracing

     4. Used insoles and orthotics

     5. Used clothing items, including compression sleeves and shoes

     6. Open nutrition and supplements

     7. Open rehab/therapy products

   • Items that have been used, are not defective, or have been in your possession for more than 30 days are not eligible for return.

   • Rental items must be returned at the end of the rental period. Rental items are not eligible for a refund unless canceled prior to dispatch. If the rental unit is defective, a working unit will be sent with priority as a replacement, and a credit of additional time for “total days down” will be provided if applicable.

2. Eligibility for Exchanges:

   • Exchanges for a different size are allowed within the 30-day window.

   • The product must be in its original packaging to qualify for an exchange.

3. Return Authorization:

   • Before initiating a return or exchange, contact our Returns Department at (860) 500-5020, Extension 2, or email us at info@shop-recovery.com.

   • When communicating with the Returns Department, provide your order number, zip code, and specify the products being returned or exchanged along with the reason.

4. Return Labels and Shipping:

   • We cover return shipping costs if the return/exchange is due to our error or defective item.

   • For all other returns or exchanges resulting from customer error, shipping charges will apply.

   • Return labels will be provided via email for all returns and exchanges.

   • Customers will receive a return label within 3 hours of the request made by either phone or email.

5. Defective or Non-Functioning Items:

   • If a product is defective or does not function as advertised, it may be eligible for return within the 30-day window.

   • Please contact our Returns Department immediately to report any defects or issues with functionality.

6. Refunds and Credits:

   • Once your return or exchange is verified and processed, The Recovery Shop will issue a credit to the original payment method used for the purchase.

   • Please allow up to 4 weeks for the credit to appear on your statement. Refunds for payments made by check or money order will be issued via check within 30 days.

Please note that failure to comply with these guidelines may result in delays or rejection of your return or exchange request.

For any further assistance or inquiries, don't hesitate to reach out to our customer service team at (860) 500-5020 or via email at info@shop-recovery.com.

We appreciate your cooperation and understanding.

Sincerely,
The Recovery Shop Team