Refund policy

PRE-ORDER CANCELLATIONS

You may cancel an unfulfilled pre-order for a full refund at any time before fulfillment. Contact sales@escosy.com with your order number.

If we cannot ship within the stated window, we will email you with a revised date and ask whether you agree to the delay. You may choose to continue waiting or cancel for a prompt full refund to your original payment method.

90-DAY RETURNS

After shipment and delivery, you may request a return within 90 days of the documented delivery date. There is no restocking fee.

Items may be opened and reasonably tried on. To be eligible, the returned product must be clean, undamaged, and include the Lumbar One unit, extender, USB-C cable, and manual. Damage, misuse, alteration, excessive wear, or missing components are not covered.

To begin a return, contact sales@escosy.com before sending your item. We will provide return instructions. Returns sent without prior authorization may not be accepted.

RETURN SHIPPING

For preference returns, the customer is responsible for return shipping. If the item is defective, damaged on arrival, or incorrect, ESCOSY will cover reasonable standard return shipping.

Original expedited shipping charges, if any, are not refundable.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Contact sales@escosy.com with your order number and photos where relevant so we can make it right.

EXCHANGES

The fastest way to exchange an item is to return the original item and place a new order after the return is approved.

REFUNDS

After the return is received and inspected, approved refunds are sent to the original payment method. Your bank or card issuer may require additional processing time.