Cambios y devoluciones

Exchanges and Returns

At TheraPalm, we aim to provide every customer with complete confidence and security when purchasing from our store. All of our products include a warranty against manufacturing defects, and our policies are designed to ensure a smooth and fair experience.

Product Exchange Policy

If you receive an item with a manufacturing defect or a product that is different from what you ordered, please follow the steps below to request an exchange:

  1. Contact us with your order number, the product to be evaluated, and a description of the defect.

  2. Your request will be forwarded to our quality team for verification.

  3. After the analysis is complete, we will contact you with the decision and whether an exchange is approved.

The deadline to request an exchange for these reasons is within 90 days of receiving the product.

Note: Requests submitted after this period cannot be processed.

Your claim will be reviewed within up to 7 business days. If the issue is confirmed, you may choose one of the following options:

  • A full refund of the amount paid

  • A replacement unit of the same product

  • An item of similar value

Order Cancellation (Right of Withdrawal)

In accordance with consumer protection guidelines, cancellation requests for online purchases must be made within 7 calendar days from the delivery date.

Refund Information

  • For credit card payments, once our finance team processes the refund (within up to 7 business days), the credit may take up to 120 days to appear on your statement depending on the card issuer and billing cycle.

  • For payments to a bank account, refunds are issued within up to 10 business days after the product is approved by our quality team.

Important Notes

  • Products returned without prior communication, outside the allowed timeframe, missing items, or without original labels/invoice will be returned to the customer.

  • If an exchange request is denied after inspection, the item will be returned via COD shipping, and the customer is responsible for the freight cost.

  • TheraPalm is not responsible for return shipping costs in cases of refunds, chargebacks, or exchanges for different products. These costs are the customer’s responsibility.