RETURNS AND EXCHANGES
Therafirm COVID-19 Return/Exchange Policy Modifications
In this time of great uncertainty, we at Therafirm are making some temporary changes to our return policy in an effort to safeguard the health and safety of our employees and customers and slow the spread of the virus. Until further notice, when requesting a return or exchange of merchandise, we will not require you to return the product to our facilities. If you are requesting an exchange, please follow the posted guidelines, with the exception of returning your product. Qualifying refunds will be processed upon request also without returning the purchased product. Thank you for your cooperation. We wish health and safety to all of our customers and their families.
100% SATISFACTION GUARANTEED!
We want to make sure that you are 100% satisfied.
- We offer a money - back refund on all unworn products returned within 45 days of purchase in their original packaging.
- Worn or Open Products - In case you are not 100% satisfied after wearing or using any of our products within 45 days of purchase, we will exchange or provide store credit. All worn products must be laundered prior to returning.
- Clearance & Discontinued Items - All sales are final on clearance and discontinued items and will not be accepted for return or exchange.
- Return Exceptions - Snags, runs or holes can develop in the product as with other such products. It is recommended that compression products be replaced every 3-6 months as the compression can break down with normal wear and care. These occurrences will not be considered as defects and will not qualify for a return or exchange. However, if you feel that a hole, snag, tear or run is the result of a manufacturer's defect, please let us know! We take quality issues very seriously and want to be notified if you happen to come across an issue. We will do our best to make sure we resolve the matter.
If you feel that your product is defective, please call us at 1-800-821-3094 or send us an email!
HOW TO REQUEST A RETURN OR EXCHANGE
If your order qualifies for a return or exchange, simply log in to your account, go to the orders section and select “Return Items” next to the order which includes the items you wish to return. Complete the return request form online and submit.
If you wish to exchange an item, indicate the item you want in exchange for your return in the comments.
After submitting a return request, our customer service team will review and approve or deny the return based on our return policies. You will receive emails updating you of its progress. If approved, you will then receive a return authorization approval email. ORDERS RETURNED WITHOUT AN APPROVED RETURN AUTHORIZATION WILL BE SUBJECT TO A 15% RESTOCKING FEE.
Alternatively, you can call our customer service team at 1-800-821-3094 or email us at firstname.lastname@example.org. Please provide your reason for the return and your requested course of action.
If your return request is approved, fill out the return form on the back of the invoice that came with your shipment and send along with the item you are returning. We cannot process a return or exchange without this form.
Misplaced your form? Simply download here.
Customers are responsible for all return shipment charges. In order to avoid lost packages Therafirm recommends customers use a return shipping carrier with tracking, such as UPS or USPS. For exchange orders, Therafirm ships the order back out to the customer free of charge.
RETURNING AN ORDER
First complete a return request and wait for an emailed approval. Customers must complete return form and payment information if applicable and include in their return package. Please be sure to note your Order Number on the form. Approved returns will receive a refund to your account for the full product value less your original shipping charges. Please allow 10 -14 days to receive your refund.
All returns without a return authorization approval will be subject to a 15% restocking fee.
Therafirm®, a brand of Knit-Rite, Inc.
120 Osage Avenue
Kansas City, KS 66105
We want you to be 100% satisfied with your purchase, but unfortunately due to the intimate nature of our products, we cannot accept worn or washed products except in rare cases of manufacturers' defect or extenuating circumstance. Over time, snags, runs or holes can develop in the product, as with other such products. It is recommended that compression products be replaced every 3-6 months as the compression can break down with normal wear and care. These occurrences will not be considered as defects. In cases of worn or washed product, returns must be pre-approved by a Therafirm Customer Service Representative before the order is returned. If a return of this type is not pre-approved, the return will not be credited or exchanged and the product will not be returned to the customer.
All clearance and discontinued items are final sales. Clearance and discontinued items will not be accepted for a return or an exchange.
Doff N' Donner - All sales of Doff N' Donner sales are final except for manufacturer defect.