Return & Refund Policy

We understand that sometimes circumstances change and you may need to return your order. That's why we've established a 60-day return policy for ArthroLume™ customers. Within 60 days of receiving your physical purchases, you can return the product and receive a refund, exchange, or store credit for future purchases if: You received a product with damaged or contaminated packaging; You received a defective product or one that is otherwise in poor condition; You received the wrong item; You changed your mind and want to return an unused and opened product.

We offer this 60-day return policy only for physical products purchased directly on this website (arthrolume.com). If you purchased ArthroLume™ products from other sellers, please consult the website where you made the purchase to proceed with the return, as such returns may be subject to the seller's policy, over which we have no control.

REFUND ELIGIBILITY WINDOWS

RETURN FEES AND WITHDRAWAL RIGHTS

Within 14 days of receipt: If you inform us that you wish to return the purchased products within 14 days of receiving them and exercise your right of withdrawal from the contract, you will be responsible for the return shipping costs. The return shipping cost is non-refundable. Once we receive the purchased product in accordance with our terms and conditions, we will refund the full purchase price, including the product price at the time of purchase and the initial standard delivery fee. Please note that shipping costs are non-refundable if you chose a non-standard delivery option, such as express delivery.

After 14 days, but no later than 60 days: If you inform us that you wish to return the purchased products after 14 days, but no later than 60 days after receiving the purchased products, you will be responsible for the return shipping costs. Return shipping costs are non-refundable. Once we receive the purchased product in accordance with our terms, the product price will be refunded. Initial delivery charges are non-refundable after 14 days.

MANDATORY STEPS FOR RETURNING A PRODUCT

Step #1 – Contact our customer support team within 60 days of receiving your ordered products by completing the Contact Form. Provide your full name, email address, order number, and briefly describe why you wish to return the product.

Step #2 – Our customer support team will respond within 3 business days. If your request meets the terms, you will receive a Return Merchandise Authorization ("RMA") form. Please note that returns are ONLY accepted with a completed RMA form. We are not responsible for orders sent without an RMA form; such returns cannot be processed.

Step #3 – Repackage your product securely, attach the RMA form in a visible location. Non-defective items must be returned in the manufacturer's condition, in the original, undamaged packaging. If items are damaged, contact support before making the return.

Step #4 – Fill out the final RMA fields with your tracking number and carrier. Our warehouse may refuse returns without tracking numbers. You MUST use registered mail or a trackable shipping method.

Step #5 – Once inspected, we issue a refund within 14 days. It usually takes 3-5 business days for the credit to appear on your statement. Refunds are sent to the original payment source.