Refund Policy
Effective date: June 15, 2026
We want every customer to understand our return and refund process before placing an order. Please read this policy carefully.
No Change-of-Mind Returns
Due to the personal-use nature of the Optavera HeatFlex Knee Massager, we do not accept returns or refunds for change-of-mind reasons.
This includes situations where:
- You no longer want the product
- You ordered the wrong item
- You changed your mind after purchase
- You do not like the product after opening or using it
- The product has been opened, used, or handled for personal use
For hygiene and safety reasons, opened or used personal-care products cannot be returned simply because the customer changed their mind.
This does not affect your rights if the item arrives damaged, defective, incorrect, or materially different from what you ordered.
30-Day Product Issue Guarantee
If your item arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us within 30 days of delivery.
The 30-day period begins on the date the shipping carrier marks your order as delivered.
To request help, email us at:
Please do not send any item back unless our support team specifically asks you to do so.
Faulty, Damaged, or Incorrect Items
If your product arrives faulty, damaged, incorrect, or materially different from what you ordered, contact us at support@optavera.us so our team can review the issue.
Please include:
- Your full name
- Your order number
- A clear description of the issue
- Photos or video showing the problem
- A photo of the shipping label, if relevant
- A photo of the product and accessories received
Photo or video evidence is required so we can properly assess the issue.
Once your request has been reviewed, we will confirm whether the issue qualifies for a refund, replacement, replacement part, troubleshooting support, or another appropriate resolution.
No Return Required for Eligible Faulty Items
For eligible faulty, damaged, incorrect, or materially different items, a physical return is usually not required.
If your request is approved, we may offer one of the following resolutions without asking you to return the item:
- A replacement product
- A replacement component
- A full refund
- A partial refund
- Troubleshooting assistance
- Another appropriate resolution based on the issue
We reserve the right to request additional information before approving any refund or replacement.
In rare cases, we may ask for the item to be returned for inspection. If this is required, our support team will provide the correct instructions.
Issues Not Covered
The following issues are not considered product faults:
- Normal wear and tear
- Accidental damage after delivery
- Misuse or improper handling
- Improper charging
- Water damage
- Unauthorized repairs or modifications
- Failure to follow the user manual
- Damage caused by using the product against the provided safety instructions
- Discomfort caused by using high heat directly on bare skin or using the product incorrectly
Please follow all product instructions carefully before use.
Refund Processing
Approved refunds are issued to the original payment method.
Please allow 5–10 business days after approval for your bank or payment provider to display the refund. Processing times are controlled by the financial institution and may vary.
Shipping charges, customs fees, and other non-product fees are generally non-refundable unless required by applicable law or unless the issue was caused by an error on our side.
Replacements
If a replacement is approved, we will arrange a replacement shipment to the original shipping address or another confirmed address provided by the customer.
Replacement approval depends on the issue, the evidence provided, and product availability.
Order Cancellations
If you need to cancel an order, contact us immediately at:
We will do our best to cancel the order before it is processed, but cancellation is not guaranteed once fulfillment has started.
If the order has already shipped, it cannot be cancelled and will be handled according to this policy.
Refused or Undeliverable Orders
A refused or undeliverable shipment is not automatically eligible for a refund.
If a package is refused, returned to sender, sent to an incorrect address, or not collected by the customer, any refund or reshipment will be reviewed after the carrier status is confirmed.
Additional shipping or handling costs may apply where legally permitted.
Chargebacks
Please contact us before submitting a payment dispute.
Most delivery, product, or refund concerns can be resolved directly through our support team.
Submitting a false or misleading chargeback may result in order evidence, tracking information, communication records, and policy details being provided to the payment provider.
Return Address
Do not send products to any address shown on the parcel, packaging, or shipping label.
Because eligible faulty-item claims are normally handled through photos, videos, refunds, or replacements, a physical return is usually not required.
If a return is ever required, our support team will provide the correct return instructions.
Contact
For all order, product, refund, or replacement questions, contact us at:
Business name: OPTAVERA
