SmoothSpine Shipping Policy & Refund Policy 

Oct 21, 2026 ·

Last Updated: October 21, 2026

At SmoothSpine, we are committed to providing pain relief products that truly work. Because we believe in the effectiveness of our devices, we offer a 90-Day Satisfaction Guarantee on eligible devices, subject to the terms below.

1. Scope & Agreement

This Cancellation & Refund Policy governs all purchases made through SmoothSpine.com and constitutes a binding agreement between the customer ("You") and Peak Reach B.V., operating as SmoothSpine ("We," "Us," "Our"). By placing an order, You acknowledge that You have read, understood, and agree to be bound by this policy in its entirety. This policy should be read together with our Shipping Policy, Terms of Service, and Privacy Policy. If any section conflicts, the more specific policy applies.

Note: Some third-party websites impersonate SmoothSpine. If we cannot locate your order ID, it may have been placed with an unauthorized seller. Only orders placed on SmoothSpine.com are eligible under this policy.

2. How to Reach Us

Customer support is provided by email only, at support@smoothspine.com. Our email support is available 24 hours a day, 7 days a week. Requests submitted through any other channel, including social media, live chat, or third-party platforms, will not be honored.

When contacting us, please include your full name, order number, purchase date, and a description of the issue.

3. Order Cancellation

3.1 Cancellation Window

Orders may be cancelled free of charge within three (3) hours of the order being placed. It is the customer's sole responsibility to review all order details, including product selection, quantity, shipping address, and pricing, before completing the purchase. Because our email support is available 24/7, the 3-hour window applies to all orders regardless of the time or day they are placed.

3.2 Cancellation Fees

• Cancelled within 3 hours of ordering: full refund, no fee.

• Cancelled after 3 hours but before shipment: a 15% cancellation fee applies, to cover the cost of intercepting the order in fulfillment.

• Once an order has shipped, it cannot be cancelled under any circumstances. Shipped orders are governed exclusively by the refund and return terms in Sections 4 to 7.

SmoothSpine is under no obligation to intercept packages in transit or recall shipments from carriers.

3.3 How to Request a Cancellation

Email support@smoothspine.com with your order number and the subject line "Cancellation Request." The time your email is received determines whether it falls within the 3-hour window.

4. Refund Eligibility

4.1 90-Day Satisfaction Guarantee

SmoothSpine offers a 90-day satisfaction guarantee on physical SmoothSpine devices purchased directly from SmoothSpine.com, starting from the delivery date confirmed by the carrier's tracking system. To be eligible for a refund, all of the following conditions must be met:

• The device has been used as directed for a minimum trial period of sixty (60) consecutive days from the date of delivery.

• The refund request is submitted within ninety (90) calendar days of the confirmed delivery date.

• The customer provides valid proof of purchase (order confirmation email, transaction receipt, or order number).

• The customer confirms that the device was used in accordance with the provided instructions and recommended usage guidelines.

If more than 90 days have passed since delivery, we cannot offer a refund or replacement.

4.2 Mandatory Minimum Trial Period

Our devices are designed to deliver results over a sustained period of consistent use. Refund requests submitted before the 60-day trial period is completed will be denied. The trial period begins on the carrier-confirmed delivery date, not the order date or ship date.

Because the 60-day trial sits within the 90-day guarantee window, customers retain a minimum 30-day period after completing the trial in which to submit a refund request.

4.3 Proof of Usage

SmoothSpine reserves the right to request reasonable evidence of product usage before approving any refund. Acceptable proof includes:

• Photographs of the device showing visible signs of use.

• A written account of the customer's usage, including frequency and duration.

• Any other documentation our support team reasonably deems necessary to evaluate the claim.

Customers will be given a reasonable opportunity to provide the requested documentation. Failure to provide adequate proof after that opportunity may result in the refund request being denied.

4.4 Non-Returnable Items

The following are not eligible for return or refund:

• Patches, gels, supplements, and other consumables.

• Shipping fees, shipping protection, and expedited shipping charges.

• Digital products, digital warranties, and extended service plans.

5. Return Process

5.1 Initiating a Return

To start a return, email support@smoothspine.com to request a Return Merchandise Authorization (RMA) number. Returns sent without a valid RMA number will not be accepted, and SmoothSpine bears no responsibility for unauthorized returns, including any shipping costs incurred.

5.2 Return Shipping

The customer is solely responsible for all return shipping costs, including postage, carrier fees, tracking, and insurance. Prepaid return labels are not provided. We strongly recommend a tracked and insured shipping method. SmoothSpine is not responsible for returns that are lost, damaged, or delayed in transit, and untracked returns that do not arrive at our facility will not qualify for a refund.

5.3 Return Address

The return address will be provided in your RMA confirmation email.

5.4 Condition of Returned Products

Returned devices must be sent back in their original packaging, with all original components, accessories, documentation, and any free gifts or bonus items received with the order. Free gifts and bonus items must be unopened and unused. If they are missing, opened, or used, their value will be deducted from the refund as set out in Section 6.3.

Products returned in a condition suggesting misuse, abuse, unauthorized modification, or customer-caused damage (beyond normal usage wear) may receive a partial refund or have the refund denied, at our sole discretion.

6. Refund Processing

6.1 Inspection & Approval

Upon receipt, our team will inspect the returned item to verify that all eligibility requirements have been met. SmoothSpine reserves the right, at its sole discretion, to approve or deny any refund request based on this inspection. Approval is determined case by case.

6.2 Refund Method & Timeline

Approved refunds are credited to the original payment method. Please allow 7 to 12 business days for the refund to appear after approval, depending on your bank or payment provider. You will receive an email confirmation once your refund has been issued. SmoothSpine is not responsible for delays caused by the customer's financial institution.

6.3 Deductions from Refunds (Returns Only)

Refunds are based on the amount actually paid for the order, not the product's list price. The following amounts will be deducted from any approved refund for returned products:

• Original shipping costs. If free shipping was provided, the actual shipping cost incurred by SmoothSpine will be deducted.

• The value of any free gifts or bonus items that are not returned, or are returned opened or used, deducted at their stated promotional value, not at full retail price.

• The value of any gift card received with the order.

These deductions apply only to returns processed after delivery. No deductions apply to orders cancelled within the 3-hour cancellation window.

7. Refund Limitations & Grounds for Denial

Refunds may be declined or reduced in any of the following circumstances:

• The request is submitted after the 90-day guarantee window has expired.

• The mandatory 60-day minimum trial period has not been completed.

• The device was not used in accordance with the provided instructions or recommended guidelines.

• The customer fails to provide valid proof of purchase when requested.

• The customer fails to provide adequate proof of usage after a reasonable opportunity to do so.

• The product is returned without a valid RMA number.

• The product is not returned in its original packaging, or is missing components, accessories, or documentation.

• The product shows signs of misuse, abuse, unauthorized modification, or customer-caused damage.

• The return does not arrive at our facility, or is lost in transit after an untracked shipping method was used.

• The customer has a documented history of excessive returns or refund requests that suggests abuse of this policy.

• The request is connected to a chargeback or payment dispute already filed with the customer's bank or payment provider.

SmoothSpine reserves the right to deny any refund request that it determines, in its sole discretion, to be fraudulent, abusive, or inconsistent with this policy.

8. Defective Products & Replacements

8.1 Defective or Faulty Products

If a device is determined to be defective or faulty, SmoothSpine will provide a replacement unit or store credit, at our discretion. The determination of whether a product is defective rests with SmoothSpine. Cosmetic imperfections, minor variations in appearance, or issues resulting from normal wear and use do not constitute defects.

8.2 Mandatory Replacement Trial Period

If a replacement unit is issued, the customer must use it as directed for a minimum of sixty (60) consecutive days before becoming eligible to request a refund. A new 60-day trial period and a new 90-day guarantee window both begin on the confirmed delivery date of the replacement unit. Refund requests made before the replacement trial period is completed will be denied.

8.3 Refusal of Replacement

If a customer declines a replacement unit and requests an immediate refund instead, SmoothSpine reserves the right to evaluate the request at its discretion, taking into account the original issue and the refusal of a good-faith remedy. A partial refund may be offered in such cases.

9. Damaged or Incorrect Orders

9.1 Reporting Requirements

Customers must inspect all orders upon delivery. If an item arrives damaged, defective, or incorrect, the customer must notify us within seventy-two (72) hours of the confirmed delivery date. Reports submitted after this window may not be eligible for resolution.

When reporting a damaged or incorrect order, please email support@smoothspine.com with:

• Order number and proof of purchase.

• Clear photos and video of the damage, defect, or incorrect item received.

• Photos of the shipping packaging (inner and outer).

• A written description of the issue.

9.2 Resolution

Once a damage or fulfillment-error claim is verified, SmoothSpine will determine the appropriate resolution, which may include a replacement shipment, partial refund, store credit, or full refund, at our discretion. We may require the damaged or incorrect product to be returned before processing a resolution. Return shipping costs for verified damage or fulfillment-error claims will be covered by SmoothSpine.

10. Chargebacks & Payment Disputes

Customers are strongly encouraged to contact SmoothSpine directly before initiating a chargeback or payment dispute with their bank, card issuer, or payment provider, and to allow a reasonable resolution period of at least ten (10) business days.

If a chargeback is filed, SmoothSpine reserves the right to:

• Contest the chargeback with all relevant transaction records, tracking data, delivery confirmations, communication logs, and proof of delivery or usage.

• Suspend the customer's account and deny any pending refund requests for the disputed order.

• Restrict the customer from making future purchases.

• Seek recovery of the disputed amount and associated fees through lawful means where the dispute is found to be without merit.

A chargeback filed for an order confirmed as delivered, or where the customer has not followed the refund process in this policy, will be contested. Nothing in this section limits any statutory right You have to dispute a charge with your bank or card issuer.

11. Subscription Orders

For customers enrolled in a subscription or auto-renewal program:

• You may cancel future renewals at any time before your next billing date via your account, by clicking "Manage Subscriptions" in any order email, or by contacting support.

• Once a subscription order has shipped, it cannot be cancelled. Refunds apply only to future renewals, not completed shipments.

• Partial refunds may be offered at our discretion in extraordinary circumstances.

SmoothSpine complies with FTC and California auto-renewal laws requiring clear disclosure and easy cancellation.

12. Lost or Stolen Packages

SmoothSpine is not responsible for packages confirmed as delivered to the address provided at checkout. If You believe your package was lost or stolen, contact the carrier to file a claim and notify us at support@smoothspine.com. We will assist with the investigation, but cannot guarantee a refund or replacement for lost or stolen items.

13. Exchanges

We do not offer direct exchanges. If You would like a different product, please complete a return (if eligible) and place a new order.

14. Seasonal & Holiday Orders

The following terms apply to orders placed between November 15 and December 31 of any year:

• SmoothSpine cannot guarantee delivery before any specific holiday for orders placed after December 1.

• Extended carrier transit times during the holiday season are not grounds for cancellation, refund, or chargeback.

• Standard processing times may be extended during peak periods. Customers will be notified of any material delays.

• All standard return and refund terms remain in effect regardless of the time of year.

15. EU & UK Consumer Rights

15.1 14-Day Withdrawal Right

Customers located in the European Union or United Kingdom have a 14-day right of withdrawal under applicable consumer protection law, including Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013. This allows withdrawal from the purchase within fourteen (14) calendar days of receiving the product, without giving a reason.

15.2 Exercising the Withdrawal Right

To withdraw, notify us in writing at support@smoothspine.com within the 14-day period, clearly stating your intention to withdraw and including your order number.

15.3 Return Obligations Under Withdrawal

The customer is responsible for return shipping costs. The product must be returned in its original condition and packaging within fourteen (14) calendar days of notifying us. Any reduction in the product's value resulting from handling beyond what is necessary to establish its nature and function may be deducted from the refund.

15.4 Exemptions & Relationship to the 90-Day Guarantee

EU and UK customers exercising the 14-day withdrawal right are exempt from the minimum trial period and proof-of-usage requirements in Section 4. The withdrawal right exists independently of our 90-day guarantee. Customers may choose whichever is more favorable, but the two cannot be combined for the same order. Nothing in Section 10 restricts EU or UK customers from exercising their lawful right to dispute charges.

16. Abuse of Policy

SmoothSpine monitors return and refund activity to protect the integrity of this policy. Patterns of behavior suggesting abuse, including serial returns, repeated claims of non-delivery, multiple chargeback filings, or attempts to obtain both a refund and keep the product, may result in:

• Denial of current and future refund requests.

• Suspension of the customer's account.

• Reporting to fraud prevention databases.

• Pursuit of legal remedies to recover losses.

17. Limitation of Liability

To the fullest extent permitted by applicable law, SmoothSpine's total liability arising from or related to any order shall not exceed the total amount paid by the customer for that order. In no event shall SmoothSpine be liable for any indirect, incidental, special, consequential, or punitive damages arising from the use or inability to use our products.

Individual results may vary. Our products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

18. Severability, Governing Law & Modification

If any provision of this policy is found invalid or unenforceable, the remaining provisions continue in full force, and the invalid provision will be modified to the minimum extent necessary to make it enforceable.

This policy is governed by the laws of the State of Wyoming, United States, without regard to conflict-of-law provisions. Any dispute arising from this policy is subject to the exclusive jurisdiction of the state and federal courts located in Wyoming.

SmoothSpine may update this policy at any time. Changes take effect when posted on our website. The version of this policy in effect at the time of Your order governs that order.

19. Contact Information

By placing an order with SmoothSpine, You acknowledge and agree to all terms in this Cancellation & Refund Policy. Thank you for trusting SmoothSpine to help you relieve pain and improve mobility.