Refund policy

Return & Refund Policy — Paradiseee Wellness

Last Updated: January 12, 2026
Contact: support@paradiseeewellness.com

This policy explains how our 60-day home trial, returns, and defective-on-arrival (DOA) situations are handled.

1. Return Eligibility & 60-Day Home Trial

  • Unopened Packages: You may request a return for unopened packages within 60 days of the carrier’s delivery scan for a full refund of the product price.
  • Opened Packages (60-Day Home Trial): Opened items are eligible for return under our 60-Day Home Trial. These must be returned in like-new condition and are subject to the RMA and inspection process outlined below.
  • Shipping Costs: The original shipping charge is non-refundable. Return shipping is your responsibility. We can provide a discounted, insured return label on request; if you use it, we deduct the exact label cost from your refund.

2. RMA Required for All Returns

All returns (whether opened or unopened) require prior authorization and an RMA (Return Merchandise Authorization) number.

To request an RMA:

  1. Email support@paradiseeewellness.com with the subject: “RMA Request – Order [your order number]”.
  2. Include:
    • Your order number
    • A photo of the serial number
    • Reason for return
    • Confirmation that the unit is undamaged and complete with all accessories and manuals
  3. We normally respond within 1–2 business days with your RMA number and the correct warehouse return address.
  4. You can choose:
    • A discounted, insured return label from us, or
    • To ship the unit yourself (you arrange shipping/insurance and share tracking within 7 days of RMA approval).

3. Packaging Requirements (Heavy Item)

To protect your panel in transit:

  • Use the original box and molded foam whenever possible. If you no longer have them, contact us about purchasing a packaging kit at cost.
  • Protect the corners and edges; add foam or padding so the panel cannot shift inside the box.
  • Place the remote, cables, and accessories in the accessory well or in a bag taped inside the box.
  • Remove any aftermarket mounts so the panel is in its original configuration.
  • Affix the RMA label on a flat long side of the box (not across seams or heavy tape).

4. RMA Validity & Condition Standard

  • RMA Validity: An approved RMA is valid for 10 calendar days. The carrier must scan the return shipment for the first time within that 10-day window.
  • Condition: The unit must be returned in like-new condition with all included accessories, manuals, and packaging materials (or equivalent).
  • If items are missing or damaged beyond normal wear, we may deduct documented replacement or repair costs from your refund.

5. Inspection, Refunds & Refused Shipments

  • Risk of loss remains with you until the shipment is delivered and signed for at our facility; we strongly recommend full-value insurance and, where available, adult signature.
  • Once the return arrives, please allow 2–3 business days for check-in and inspection.
  • Refund Approval: Refunds are provided at our sole discretion based on the results of our inspection. We reserve the right to deny or reduce a refund if the returned item does not meet the condition standards (e.g., missing accessories, damage, or wear).
  • Approved refunds are processed back to your original payment method within 3–5 business days after inspection.
  • Shipments that are refused at delivery or returned as undeliverable (for reasons not caused by the carrier) are treated as returns under this policy:
    • Original shipping charges are non-refundable.
    • Any return shipping charges we incur may be deducted from your refund.

6. Non-Returnable Items (Hygiene / Safety)

For hygienic and safety reasons, the following items are only returnable if they are dead-on-arrival (DOA):

  • Opened eye protection (goggles/glasses)
  • Adhesive applicators
  • Single-use consumables

7. Defective-on-Arrival (DOA) – 7-Day Program

If your unit arrives non-functional or with major transit damage, contact us within 7 calendar days of the carrier’s delivery scan.

What to send:

  • A 30–60 second video clearly showing the problem (for example, power-on attempt and any error lights).
  • Photos of:
    • The outer shipping carton (all sides)
    • Inner foam/cradle
    • Product serial number
    • Any tamper seals (which should be intact)

We may also complete a brief live video check (about 5 minutes) to finalize DOA verification.

What we do once DOA is confirmed:

  • We issue either a prepaid pickup or a prepaid return label.
  • A replacement or refund is initiated as soon as the return is first scanned by the carrier.
  • Only one DOA claim is allowed per household, and tamper seals must remain intact for eligibility.

8. Transit Damage (Cosmetic or Functional)

If there is visible transit damage:

  • Keep all packaging materials.
  • Notify us within 5 business days of delivery with photos of the carton, inner packaging, and damage.
  • We will file any necessary carrier claim and arrange a label or pickup.
  • Depending on the severity, we may send replacement parts under the warranty program or exchange the unit.

9. Launch-Window Service and Refund Option

For orders delivered between November 15, 2025 and May 1, 2026 (the “Launch Window”), some replacement panels and parts may ship from our international service hubs. Typical timelines:

  • 7–14 business days for warranty parts shipments
  • 14–21 business days for full-unit exchanges

If warranty service during this Launch Window extends beyond the above ranges, you may choose either:

  • To continue with service and receive updates, or
  • To convert the request into a refund, in line with this Return & Refund Policy.

10. Discretionary Refunds

Any refunds, exceptions, or accommodations provided outside the specific terms of this policy are granted at the sole discretion of Paradiseee Wellness and do not constitute a waiver of our standard policy terms.

Nothing in this policy affects any rights you may have under applicable consumer law.