Refund policy

🛡️ Return and Refund Policy

At TheraCalm, we want you to be completely satisfied with your purchase.
If you are not, we offer a 15-day return period from the day you receive your order, provided the conditions listed below are met.

This policy applies to orders shipped to any country.

✅ What conditions must the product meet to be returned?

The item must be in its original condition, unused, and in its original packaging.

You must keep the proof of purchase (confirmation email or invoice).

The return must be requested within 15 days of receiving the order.

✉️ How do I request a return?

Send an email to lurevucontacto@gmail.com with your order number and the reason for the return.

If the return is approved, we will send you instructions for shipping and, if applicable, a shipping label.

Products returned without prior notification will not be accepted.

⚠️ Damaged items or incorrect orders

If your order arrives damaged or faulty, please contact us immediately at
lurevucontacto@gmail.com and include photos of the product and packaging so we can find a solution.

🚫 Items that cannot be returned

We do not accept returns for the following items:

Personalized or custom-made products (e.g., photo spheres, ultrasound images, pet or couple portraits).

Hygiene items, perishable goods, or items that cannot be returned due to their nature.

Gift cards.

Promotional or clearance items.

⚠️ Note for customers from the European Union:
The 14-day right of withdrawal does not apply to personalized products, according to Article 103.c of Directive 2011/83/EU.

🔁 Exchanges

To exchange an item, you must first request a return (if applicable) and then place a new order.

💳 Refunds

Once we receive and inspect your return, we will notify you by email whether the refund has been approved.
If approved:

We will automatically refund the amount through your original payment method within up to 10 business days.

The time it takes for the refunded amount to appear in your account depends on your bank or payment provider.

If more than 15 business days have passed since our approval and you still haven’t received your refund, please contact us at lurevucontacto@gmail.com.