Refund Policy

Our Promise

At BCKBONE, we stand behind the quality and performance of all our products. We're committed to your satisfaction and offer a 30-day money back guarantee on all purchases.

30-Day Money Back Guarantee

We offer a straightforward 30-day money back guarantee, which means you have 30 days after receiving your product to request a return if you're not completely satisfied.

Return Eligibility

To ensure the best experience for all our customers, returns are accepted under the following conditions:

  • Defective or Malfunctioning Items: If your product is defective or doesn't perform as described, you may request a return or exchange within 30 days of receiving it.
  • Performance Dissatisfaction: If you find that our products don't enhance your workout experience as promised, you can return them within 30 days.
  • Fit Issues: While we provide detailed sizing information to help you select the right fit, we understand that sometimes it's difficult to get it perfect. If your product doesn't fit as expected, you can return it for a different size or a refund.

How to Request a Return

  1. Contact Us: To initiate a return, please contact our support team at hello@bckbone.com within 30 days of receiving your item.
  2. Return Authorization: Our team will provide you with a return authorization and instructions on how to proceed.
  3. Return Shipping: Once your return is approved, we'll provide return shipping instructions. Please package your product securely in its original packaging if possible.
  4. Inspection: Once we receive your return, we'll inspect the item to ensure it meets our return conditions.

Non-Returnable Items

  • Heavily Used Items: Products showing excessive wear beyond what would be expected from normal testing or limited use may not qualify for a full refund.
  • Items without Proof of Purchase: We require valid proof of purchase for all returns.

Documentation

In some cases, we may request photos or a brief video of the issue you're experiencing with your Align. This helps our product team understand any potential issues and continuously improve our products.

Refunds

Once we've received and inspected your return, we'll process your refund:

  • Approved Refunds: If your return is approved, we'll refund your original payment method within 5 business days.
  • Processing Time: Please note that it may take an additional 2-7 business days for your bank or credit card company to process and post the refund to your account.
  • Shipping Costs: Original shipping costs are non-refundable unless the return is due to a defective product or our error.

Exchanges

If you'd prefer an exchange rather than a refund, please specify this when you contact our support team. We'll do our best to ensure you get the right product for your needs.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel your order within 14 days without giving any reason, according to EU consumer protection laws. The product must be returned in saleable condition with original packaging.

Questions?

If you have any questions about our return policy, please contact our customer service team at hello@bckbone.com.