Refunds & Returns
We have a 90-day Refund and Returns policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it – unused and in new condition – and it must be returned in the original packaging with all parts included. Please note that we do not offer free returns, and the return shipping cost is paid by the customer.
We do not accept returns for ice baths that have been filled with water. You can unpack the ice bath, try if it fits by sitting in it without water, and assess the materials and quality to ensure they meet your expectations. If you decide to return it, please contact our customer care team at firstname.lastname@example.org to begin the returns process.
Please also note that our team can request pictures of the products to confirm that they are unused and in a resellable condition before approving the return.
Once received, your return will be processed, and should there be any issues we will be in touch.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Damage has to affect the products ability to function, basic wear and tear does not apply. We will not be able to provide refunds or replacements for any accidental damage caused by the customer.
Refunds and replacements are only applicable for manufacturer faults and must be submitted into the customer care team within 10 days of receiving the order. After the 10 days from receiving the order, due to the nature of the product, we have to assume all minor damage to be wear and tear of the product.
We reserve the right to deny refunds if the unit is forcefully damaged or abused.
If your refund is accepted, it will then be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
1 Year Warranty
Our 1 year warranty does not cover inflatables and only allows for one replacement of the product/order. In the case of the nurecover Pod the warranty can only be granted from tear/seam leakages or structure defects. Small holes and minor defects do not warrant a replacement if they are reported after 10 days of receiving the item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Missing Items from Order
Some items are shipped separately so if you have not received part of your order it may be that it is arriving shortly after. If a missing item is reported 10 days after the order has arrived this does not warrant a refund or replacement of that product.
All missing items must be reported missing within 10 days of receiving the order.
You are only able to cancel your order for a full refund before it has been fulfilled. If your order has been fulfilled, we are unable to cancel your order as it has been shipped. If your order hasn't been shipped (you don't have a tracking number), we are able to cancel your order. We ship every order within 12 hours.
Denied Packages from Customs
As stated in our shipping policy, each customer is in charge of paying their countries import fees and taxes. If you decline to pay your duties and your order is returned to us, we will refund you the purchase amount less all shipping/customs costs. The exact amount will be given to you via email when receiving your returned amount.
Please note: when a package is returned to us, we pay shipping prices twice, once for the original shipment and another time for it to be returned, both these costs will be deducted from your refund amount.
Lost or stolen packages
Any package that is confirmed to be lost via the tracking information will be refunded or reimbursed with another unit. Please contact us if this happens.
Orders that are confirmed to be delivered via tracking information are not eligible for reimbursement from NuRecover. Orders made with Insured Priority are fully insured. Orders made with Standard Free are partially insured.
Please contact us if any of these problems arise and we will do whatever we can to find a solution.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@NuRecover.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@NuRecover.com so we can give you a postal return slip to pick up the order from you.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, please email us so we can give you a returns address for you to ship it to. Please note we do not pay for any returns shipping and must be paid for by the customer.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.