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Returns Policy

Returns Policy
Thank you for shopping at The Bad Back Shop Ltd our goal is to promote and sell sensible, practical products, including products to alleviate, to strengthen and prevent back problems.

If you are not satisfied with an item that you have purchased, you may return the item within 5 days of delivery for a full refund of the purchase price, (less freight charges & in some situations a admin fee of no more than 20%) or a product exchange, with the exceptions noted below. The item must be returned in 'like new' condition, with all paperwork, packaging, parts, and accessories to ensure full credit.

Please note that the following steps and policy criteria below apply to ALL RETURNS, including defective items and those that may have been damaged during shipping.

Step 1.
Please make sure your return meets the following:

Product is in new condition
Product is in its original packaging
Product was purchased in the last 30 days
Product is not included in Exceptions (noted below)
Step 2.
Call The Bad Back Shop Ltd Customer Service

Please call The Bad Back Shop Ltd Customer Service department on 021 1818 598 or email or visit our store in order to expedite your return and ensure proper credit to your account.
Please have your Purchase Order Number (eg #2640) ready.
Please note that refunds will not be issued for products that are soiled, damaged, have missing parts or returned without an assigned RA#.
Step 3.
Guidelines for returns:
Pack the items securely. Please wrap the product so it does not get damaged in shipment. All returned products must be in the same condition in which they were received. Please select a box size that fits your product. We suggest you register or insure (overseas sales) your packages to avoid loss.
Address all returns to:
Returns Dept.
The Bad Back Shop Ltd
80 Studholme St, Somerfield Christchurch New Zealand

Original shipping costs are non refundable (exceptions – wrongly shipped or faulty products).
Shipping cost for returns is at the customer’s expense.

It is up to the discretion of The Bad Back Shop if a refund is given, product repaired or product exchanged.

After inspection to ensure the product is returned in original and working condition, refunds or credits are usually issued around 7 days of product receipt by The Bad Back Shop Ltd.
Refunds will not be issued for products that are soiled, damaged, missing parts or returned without an assigned RA#.
For undeliverable packages caused by customer error, we will credit you minus all shipping costs.
If your order has shipped, or is in the process of being shipped, we will be unable to cancel your order. You will need to follow the return instructions once you receive the package.
Please notify us about damaged merchandise within 24 hours of receipt, and make sure you keep all the original boxes and packaging.
If returns are sent without original packaging, we will deduct a 20% restocking fee from your credit.

We will investigate all non delivery problems up to one month after due delivery date  however due to courier company policy, we cannot guarantee  any further action after this period.

Non-Returnable Items (unless due to faulty or damaged merchandise):
Due to shipping and delivery cost considerations, mattresses/foundations, adjustable bed frames and electric (adjustable) bases, massage chairs, custom-made chairs, indoor or outdoor zero gravity recliners, desks, and workstations are non-returnable. Items that are on indent order may not be returned.

Custom Made items:

When chairs are ordered with the customer choosing a non standard fabric, the there will be no return or refund of product unless it is faulty, when we will rectify the problem.

Due to health code limiting the resale of bedding items, if the following products have been opened, then they are not returnable: pillows, body pillows, leg & bed wedges, mattress overlays/toppers, pillow covers and mattress covers.

Personal Items:
If the following personal accessory products that make direct contact with skin have been opened, then they are not returnable: neck and travel supports, back & joint supports, hand held massage's, seat cushions and hot/cold packs.

Discontinued / Clearance Items:
Discontinued or clearance Items are considered final sale and are non returnable. Please do not ship these items back to The Bad Back Shop Ltd, as we cannot issue a credit to your account.