Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.


Please note since we sell wellness products that are used on bodies; we can not accept returns if the product has been used since we will not be able to re-sell these items. 


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note for all return items there is a flat fee ($20.00 USD to $40.00USD) which covers the original shipping and return shipping fee as well as re-stocking fee. 


To start a return, you can contact us at support@painfree-essence.store. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.


Damages of items(s)

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 


Refused Shipment / Undeliverable Package

If you refuse a package upon arrival or your package is undeliverable due to customer error, we must charge you for the shipping cost and shipper fee caused by your decision. 


Lost / Damaged Package

On all orders with paid shipping, you will receive tracking notifications to the email your originally provided when purchasing your order. If your package is lost or damaged, please email us immediately so we can start a claims report with the shipping provider. 

Please note UPS can take 10 to 15 business days to investigate lost packages. For reference; here is UPS claims web address. https://www.ups.com/ca/en/help-center/claims-support.page


Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (Minus Flat Return Fee). Please remember it can take some time for your bank or credit card company to process and post the refund too.