Unless stated otherwise on a product page, returns fall under our General Return Policy.
If you are not satisfied with your order you may return it within 30 days of receipt of your shipment for a refund minus shipping and handling charges including orders with free shipping. There is a 5% restock fee on all returned items or cancelled orders over $200. Items must be in new condition and in original packaging. Exceptions may apply, see below. You can click here for our shipping policies.
A Return Authorization Number is required. Packages sent without an RA number may be refused. Once your product arrives in our warehouse it takes three to ten days to process your return and to issue a refund. Your RA will be emailed to you if your return is authorized.
Exceptions: Please note that if you wish to exchange items that are not defective or damaged, a processing fee or shipping fee may apply. Special order and discounted products are not returnable. Cancellations of special ordered items are subject to a minimum 15% restock fee. If an order has already shipped and is refused by the customer, customer is responsible for all shipping charges. Any other exceptions appear on individual product pages at the bottom of the description. If you are unsure of the refund policy of a product, we encourage you to contact us.
How to start a return
Log in to your account and find the order under Orders. Near the order status, there is a link that says Return Items? Click the link and fill out the form for the item(s) you wish to return. Customer service checks on all returns during regular business hours.
What if I checked out as a guest?
Most people can use our Forgot Password tool to set a password and finalize an account for a previous order. If you can't find your order, feel free to contact us to start a return.
Sellable condition refers to a product in like new condition with no dents, dings, cracks, stains, odors, or other disqualifying issues. If returned in unsellable condition, additional restock fees may apply.
Most products carry a one year manufacturer’s warranty. Products with exceptions are usually listed on the product page. During the first 30 days after purchase we will assist you with any warranty issues and there will be no shipping cost to you. After 30 days warranty issues are handled by the manufacturer. Most often the manufacturer will not cover shipping costs for warranty issues.
Damaged or Defective Items
Any product received damaged, defective, or if you receive the wrong product will be promptly replaced or repaired at no cost to the customer if we are notified within 7 days from date of receipt. Shipping companies will not insure or allow us to place claims after this period of time. It is the customer's responsibility to immediately check your item for damage or defect upon receiving.
Customers will be responsible for all shipping and handling costs to and from Promolife or the manufacturer if a product is defective or fails after 30 days of receipt. Promolife reserves the right to replace or repair.
Credit cards may not be accepted on orders originating out of North America. If you have any issues with payment, let us know and we will help you find an appropriate payment method. Prices do not include international shipping, customs, duties, taxes or brokerage fees that apply to your country. The customer agrees to pay these fees. If you do not know what your country's customs, duties, taxes and/or brokerage fees are, contact your local office in charge of import information.
Customers who refuse shipment on any international order will be responsible for paying all shipping charges to and from the destination, as well as any duty, taxes or other charges that may be charged to Promolife Inc. There will also be a minimum 5% restock fee.
International customers are also responsible for shipping costs when sending their product to and from Promolife for refund, repair or replacement.
Voltage Requirements: Please be aware that all products except a few are rated at 110-120 voltage for USA use and may not work in your country. It is the customer’s responsibility to know what your country's voltage is before plugging it in, as the wrong voltage will permanently damage your product and will void your warranty. You may need a voltage converter. You may check with an electrician or electrical store for voltage questions and purchasing a voltage converter.
Promolife strives to give you accurate content, including policies, pricing, visuals and product information. Pricing, item availability and policies are subject to change without notice. While Promolife tries in good faith to ensure that information is correct, we are not responsible for typographical errors, technical inaccuracies or product picture changes. This disclaimer in no way affects the terms of the manufacturer's warranty, if any.