Returns & Refunds Policy

1. Return Window

You have 30 days from the date of delivery to initiate a return for eligible products.

• Day 1 is the day your order is delivered (according to tracking information)
• Return requests must be initiated within this 30-day period
• Products must be returned within 14 days after receiving return authorization

Late Returns: Returns initiated after 30 days from delivery will not be accepted unless there are extenuating circumstances (such as defective products or shipping errors on our part).

2. Return Eligibility

Eligible for Return (Unopened Products Only)

To be eligible for a return, your item must meet the following conditions:

• Unopened and Unused: Product must be in its original, sealed packaging
• Original Condition: Product must be in the same condition as received
• Original Packaging: Must include all original packaging, labels, and documentation
• Within Return Window: Return request made within 30 days of delivery

Non-Returnable Items

The following items cannot be returned under any circumstances:

• Opened Products: Any product with broken seals or opened packaging
• Used Products: Any product that has been partially used or consumed
• Sale Items: Items purchased on final sale or clearance (unless defective)
• Custom Orders: Products made specifically for you or customized in any way
• Gift Cards: Digital or physical gift cards
• Downloadable Products: E-books, digital guides, or other downloadable content

3. How to Initiate a Return

To return an eligible product, follow these steps:

Step 1: Contact Customer Service

Email us at returns@uptownhealingnyc.com with:

• Your order number
• The product(s) you wish to return
• Reason for return
• Photos of the product (if claiming defect or damage)

Step 2: Receive Return Authorization

We will review your request and respond within 1-2 business days with:

• Return authorization approval or denial
• RMA (Return Merchandise Authorization) number
• Return shipping address
• Return instructions

Step 3: Package Your Return

• Place items in original packaging if possible
• Include a copy of your order confirmation or packing slip
• Clearly write the RMA number on the outside of the package
• Use adequate packaging materials to prevent damage during transit

Step 4: Ship Your Return

• Ship to the address provided in your return authorization
• Use a trackable shipping method
• Keep your tracking number for your records
• Consider insurance for high-value returns

4. Return Shipping Costs

Who Pays for Return Shipping?

Customer's Responsibility (Standard Returns):

• If you're returning a product due to a change of mind
• If you ordered the wrong product
• If you no longer want the product

In these cases, you are responsible for paying return shipping costs.

Our Responsibility (Our Error or Defective Products):

• If we shipped the wrong item
• If the product arrived damaged during shipping
• If the product is defective or doesn't match the description

In these cases, we will provide a prepaid return shipping label or reimburse your return shipping costs.

Recommended Shipping Methods

• USPS Priority Mail with tracking
• UPS Ground
• FedEx Ground

Tip: Always use a trackable shipping method and keep your receipt. We cannot be held responsible for packages lost in transit.

5. Refund Processing

When Will I Receive My Refund?

Once we receive and inspect your returned item:

1. Inspection (1-2 business days): We inspect the returned product to ensure it meets return eligibility requirements
2. Refund Approval (Same day): If approved, we process your refund immediately
3. Refund Processing (2-3 business days): Your refund is processed through our payment system
4. Bank Processing (5-10 business days): Your bank or credit card company processes the refund

Total Time: You can expect to see your refund within 7-15 business days from the day we receive your return.

Refund Method

Refunds are issued to the original payment method used for purchase:

• Credit/Debit Card: Refund appears as a credit on your card statement
• PayPal: Refund goes back to your PayPal account
• Other Payment Methods: Refund returns via the same method

Refund Amount

Your refund will include:

• Product purchase price
• Original shipping costs (only if the return is due to our error)

Not Refunded:

• Return shipping costs (unless return is due to our error)
• Original shipping costs (if returning due to change of mind)

Partial Refunds

In some cases, only a partial refund may be granted:

• Product shows signs of use or tampering
• Product is missing parts or accessories
• Product is damaged due to customer mishandling

6. Damaged or Defective Products

If Your Product Arrives Damaged

If your product arrives damaged during shipping:

1. Document the damage: Take clear photos of the damaged product and packaging
2. Contact us immediately: Email returns@uptownhealingnyc.com with photos within 48 hours of delivery
3. Keep all packaging: Don't discard the damaged product or packaging until we've reviewed your claim

We will:

• Send a replacement product at no charge, or
• Issue a full refund including shipping costs
• Provide a prepaid return label for the damaged item

If Your Product is Defective

If you discover a defect after opening the product:

1. Contact us at returns@uptownhealingnyc.com within 30 days of purchase
2. Describe the defect and provide photos if possible
3. We will investigate the issue promptly

For genuinely defective products, we will:

• Send a replacement product, or
• Issue a full refund
• Cover return shipping costs

7. Wrong Item Shipped

If we shipped the wrong item to you:

1. Contact us immediately at returns@uptownhealingnyc.com
2. Include your order number and description of what you received vs. what you ordered
3. Take a photo of the product label and item

We will:

• Apologize for the error
• Ship the correct item to you at no additional charge
• Provide a prepaid return label for the incorrect item
• Process the exchange as quickly as possible (usually within 1-2 business days)

8. Exchanges

Product Exchanges

We currently do not offer direct exchanges. If you need a different product, size, or variation:

1. Initiate a return for the original item (if eligible)
2. Once your return is processed and refunded, place a new order

Exception: If we shipped the wrong item or sent a defective product, we will facilitate a direct exchange and cover all shipping costs.

9. Cancellations

Before Shipment

You can cancel your order if it hasn't shipped yet:

• Contact us at info@uptownhealingnyc.com as soon as possible
• Include your order number and request cancellation
• If your order hasn't shipped, we'll cancel it and issue a full refund

After Shipment

If your order has already shipped:

• You cannot cancel the order
• You must wait to receive the product
• Then follow our standard return process if the product is eligible

10. Restocking Fees

We do NOT charge restocking fees for eligible returns in their original, unopened condition.

However, we reserve the right to deduct costs in the following situations:

• Product shows signs of use or tampering
• Product is missing original packaging or components
• Return is requested outside the 30-day window (if we make an exception)

11. Lost or Stolen Packages

If Your Package Shows Delivered But You Didn't Receive It

1. Check with neighbors: Sometimes delivery drivers leave packages with neighbors
2. Check all entrances: Look around your property, including side doors, garages, etc.
3. Verify the address: Confirm the tracking shows your correct address
4. Wait 24 hours: Sometimes tracking updates before actual delivery
5. Contact the carrier: File a claim with USPS, UPS, or FedEx
6. Contact us: Email info@uptownhealingnyc.com and we'll help investigate

Our Policy

• If the carrier confirms delivery to your address, we cannot be held responsible for lost or stolen packages
• We recommend requiring a signature for high-value orders
• Consider purchasing shipping insurance for added protection

12. International Returns

If you're returning a product from outside the United States:

• All return shipping costs are your responsibility
• You are responsible for any customs fees, duties, or taxes
• Original international shipping costs are non-refundable
• Returns may take longer to process due to international shipping times

Tip: Contact us before returning international orders to discuss the most cost-effective shipping method.

13. Return Address

Return address will be provided in your return authorization email. It may be:

• Our fulfillment center
• Our main office
• A regional returns facility

14. Contact Us About Returns

If you have questions about our returns policy or need assistance with a return:

15. Exceptions and Special Circumstances

We understand that exceptional circumstances may arise. If you have a situation not covered by this policy:

• Contact us as soon as possible
• Explain your situation in detail
• We will work with you to find a fair solution

While we cannot guarantee exceptions, we value customer satisfaction and will do our best to accommodate reasonable requests when possible.

16. Policy Updates

We reserve the right to update this Returns & Refunds Policy at any time. Changes will be effective immediately upon posting with an updated "Last Updated" date.

Returns will be processed according to the policy in effect at the time of purchase.