Return and Refund Policy

30-Day Return Policy

We want you to feel confident when shopping with Theraliz. You may request a return within 30 days after your order is marked as delivered.

To begin a return, contact us at care@theraliz.com before sending any product back. Please include:

• Your full name.
• Your order number.
• The reason for your return.
• Photos or a short video when the product is damaged, defective, incomplete, or incorrect.

Returns sent without prior authorization may not be accepted.

Return Eligibility

To qualify for a standard return, the product must:

• Have been purchased directly from theraliz.com.
• Be returned within the 30-day return period.
• Include all original parts, accessories, manuals, and packaging.
• Be in good physical condition and free from damage caused by misuse, neglect, alteration, or unauthorized repair.
• Include proof of purchase.

Because this is a personal-care device used near the eye area, we may be unable to accept returns showing excessive use, contamination, intentional damage, or missing components.

Opening the package does not automatically make a product ineligible for return. However, all returned products are subject to inspection.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us at care@theraliz.com as soon as possible and preferably within 7 days of delivery.

Please provide clear photos or video showing:

• The shipping package.
• The shipping label.
• The product and accessories.
• The problem you experienced.

After reviewing the claim, we may offer, depending on the circumstances:

• Troubleshooting assistance.
• A replacement product.
• Replacement parts.
• A full or partial refund.
• Return instructions and, when applicable, a prepaid return label.

Do not discard the product or packaging until we have reviewed your request.

Nothing in this policy limits any rights you may have under applicable law.

Change-of-Mind Returns

For returns that are not related to damage, defects, or an incorrect product, the customer is responsible for the return shipping cost.

Original shipping charges, expedited shipping charges, customs duties, and other delivery-related charges are generally non-refundable, except where required by applicable law or when the return results from our error.

We strongly recommend using a trackable shipping service. Theraliz is not responsible for return packages lost or damaged before they are delivered to the authorized return location.

Return Address

Do not return an item to the address shown on the original package.

Our products may be fulfilled by different logistics partners, so the correct return location depends on the order and the reason for the return.

Once your return request is approved, we will provide the appropriate return instructions and address. Products sent to an unauthorized address may not be eligible for a refund.

Cancellations and Order Changes

Contact us at care@theraliz.com as soon as possible if you need to cancel an order or change its shipping address.

We will make a reasonable effort to accommodate your request, but we cannot guarantee changes or cancellations after an order has entered processing or has been submitted for fulfillment.

If the order has already been processed or shipped, it must be handled under our standard return process.

An order that is canceled successfully before fulfillment will be refunded to the original payment method.

Refused and Undeliverable Packages

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned because of:

• An incorrect or incomplete address.
• Refusal of delivery.
• Failure to collect the package.
• Repeated unsuccessful delivery attempts.

we may deduct any non-recoverable shipping or return costs from the refund, where permitted by applicable law.

Please contact us immediately if you notice an address error.

Items That Cannot Be Returned

We cannot accept:

• Products purchased from another seller or website.
• Products returned after the 30-day period.
• Products damaged through misuse, neglect, modification, or unauthorized repair.
• Products with missing essential parts or accessories.
• Products presenting a health or sanitation risk due to excessive use or contamination.
• Gift cards.
• Items clearly marked as “Final Sale” before purchase, except when damaged, defective, incorrect, or where applicable law requires otherwise.

Promotional pricing or the use of a discount code does not automatically make an item final sale.

Exchanges

We do not guarantee direct exchanges.

When appropriate, we may offer a replacement for a damaged, defective, incomplete, or incorrect product. For other situations, the fastest option is normally to complete an approved return and place a new order separately.

Refund Review

After an authorized return is received, we will inspect it and notify you whether the refund has been approved.

We may reduce or deny a refund when:

• The returned item does not match the authorized return.
• Essential parts or accessories are missing.
• The product was damaged after delivery through misuse or neglect.
• The return was sent after the authorized deadline.
• The package was sent to an unauthorized address.
• There is evidence of return fraud or abuse.

Any deduction will be explained to you.

Refund Processing

Approved refunds are issued to the original payment method and in the original transaction currency.

Please allow us up to 5 business days after approval to submit the refund. Your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional time to display the funds in your account.

Depending on the financial institution, the complete process may take up to 10 business days or longer after the refund is submitted.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at care@theraliz.com.

Shopify processes refunds through the original payment method and in the currency used for the transaction.

Shipping Delays and Orders That Do Not Arrive

If we cannot ship your order within the timeframe stated at checkout or in our Shipping Policy, we will contact you with updated information and, when required, give you the option to accept the delay or cancel the unshipped order for a refund.

If tracking shows no meaningful movement or your order has not arrived within the applicable delivery timeframe, contact us at care@theraliz.com so we can investigate with the carrier or fulfillment partner.

U.S. online sellers must have a reasonable basis for their advertised shipping timeframe. When they cannot meet it, the FTC generally requires them to obtain the buyer’s consent to the delay or refund the unshipped order.

Return Abuse and Fraud

We reserve the right to refuse returns or restrict future purchases when there is reasonable evidence of:

• Fraudulent claims.
• Repeated abuse of the return policy.
• Product substitution.
• Intentional damage.
• False information.
• Chargeback abuse after a refund has already been issued.

This provision will be applied reasonably and subject to applicable law.

Contact Us

For cancellations, returns, damaged products, replacements, or refund questions, contact:

Theraliz Customer Care
Email: care@theraliz.com
Website: theraliz.com

Customer support hours: Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time.

We aim to respond within 2 business days.

Last updated: August 5, 2026