Refund policy

Returns

Please note we do not accept the return of used items simply for a change of mind, and can only provide a product replacement on faulty items. We welcome you to email us to help confirm your selection before purchasing to avoid any disappointment after.

Refunds may be provided within 30 days of purchase if you find the product is faulty, and will be subject to our restocking fee*, or you can choose to have the product fully replaced by us.

Any faulty items that fall within our warranty period (2 years from date of purchase) will be replaced by us.

Items needing to be returned to Infralight Recovery must be posted back to our warehouse/distributor, and the customer must bare the costs of return postage.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We highly recommend using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

Item Damaged on Arrival

In the unlikely event your item has been damaged in transit to you, we expect you will see clear signs. If your box looks damaged, please document the following before opening.
1. Take several clear photos of the postage label including the tracking number.
2. Take photos of any relevant damage to the outer packaging of your product.
3. Inspect your product for damage. If the box is damaged but the product is in perfect condition, the box has done its job.
4. If your product has clear signs of damage, DO NOT USE IT, contact us immediately via email.

Please be sure to include photos of the following:

  • Shipping label with the tracking number and all other details clearly visible
  • The outer packaging and any visible signs of damage
  • The visible signs of damage on your product
  • We ask that you lodge a report with the relevant postage company from your end after sending us all of the above photos and information.

5. If your product is not working but has no visible signs of damage, follow all steps above and contact us immediately within 24 hours of delivery.

Returns after 30 days

Please note used items presenting issues after the first 30 days will need to be inspected before any postage or replacement costs are agreed upon.
Please follow these steps when attempting to return an item after 30 days from receipt.

  • Email us at info@infralightrecovery.com with details including
    1. Description of the issue or fault
    2. Photos of the issue or fault
  • Postage is covered by the buyer unless otherwise agreed upon.
  • Original or similar safe packaging must be used. Further damage incurred during post is not the responsibility of Infralight Recovery.
  • Please take photos of your item before and after packaging it for your records.

Please note we do not accept the return of items simply for a change of mind.

Physical Damage

Signs of physical damage, abuse, moisture, or excess soiling will impact your warranty. Physically damaged items are generally not considered to be under warranty.

Wearable Items

For hygiene reasons and the nature of our wearable, mask, pad, and mat devices, we are unable to accept the return of these items after 30 days.

We encourage you to read the care instructions and take extra precautions with the use and storage of these items.  Please contact us for further clarification if needed before using your items so that we can help you get the longest possible lifespan out of them.

*Please note that once an item has been posted, a 20% restocking fee will apply to all approved returns/refunds. This fee will be deducted from your refund.