Last updated: June 24, 2026

Thank you for shopping with smplUP.
We want you to love your experience and feel confident when purchasing from us.
If something isn't right, we're here to help.

30-Day Money-Back Guarantee

If you're not completely satisfied with your purchase, you may request a return or refund within 30 days of the delivery date (not the purchase date).

To be eligible for a return, your item must:

• Be in its original condition
• Include all accessories and components
• Be in original or equivalent packaging
• Not show signs of intentional damage or misuse

If your item arrives damaged or defective, we will replace it at no extra cost.

Damaged, Defective, or Incorrect Items

If you received:

✔ A damaged item
✔ A defective item
✔ The wrong product
✔ A product that does not match the description

Please contact us at support@smplup.com within 7 days of delivery with:

• Your order number
• A brief description of the issue
• Photos or a video clearly showing the problem

Claims for damaged, defective, or incorrect items submitted after 7 days of delivery are not eligible for review.

We will provide a replacement or full refund for verified claims.

Return Process & Authorization

To start a return, contact us at: support@smplup.com

Once your return is approved, we will send you:

• Return instructions
• The return address
• A return authorization code
• A smplUP-provided return label (where applicable)

Do not return items to the address on your original shipping label. Returns sent without prior authorization and a smplUP-provided return label will not be processed and are not eligible for a refund.

Who Covers the Return Shipping?

• If the product is defective, damaged, or incorrect → smplUP covers the return shipping
• For all other reasons (change of mind, ordered wrong item, etc.) → the customer covers the return shipping. A flat fee of $15 or actual carrier cost, whichever is lower, will be deducted from the refund.

Restocking Fee

For approved change-of-mind returns, a restocking fee may apply based on the time elapsed from return approval to the date the item is received back by smplUP:

• Days 1–3 after approval: No fee
• Days 4–7: $10
• Days 8–14: $25
• Days 15–21: $50
• After Day 21: Return rejected — no refund issued

No restocking fee applies to returns for defective, damaged, or incorrect items.

Missing Components Deductions

If returned items are missing components, the following amounts will be deducted from your refund:

• Original packaging/box: $15
• Charging cable: $10
• User manual / quick-start card: $5
• Product-specific accessories (e.g. massage heads, straps, carrying case): deducted at current replacement cost

Bundle Order Returns

Partial returns of bundle orders void the bundle discount. If you return only some items from a bundle, your refund will be calculated as: total amount paid minus the full single-unit retail price of each item you are keeping.

Refunds

Once your return is received and inspected, we will notify you and process your refund.

Refunds are issued to the original payment method.

Refund timing:

• Credit/debit cards: 3–10 business days
• PayPal: instant to 48 hours
• Shopify Payments: 3–7 business days

Shipping fees (if any) are non-refundable, except for defective or incorrect items. Return shipping costs and any applicable restocking or missing component fees will be deducted from the refund amount.

Cancellations

Orders may be cancelled only if they have not yet been processed or shipped.

If your order has already been shipped, we cannot cancel it — instead, you may return it once it arrives.

Exchanges

We offer free exchanges for defective, damaged, or incorrect items.

For all other reasons, exchanges are treated as a return + new order.

Warranty

Replacement products are covered under the remaining warranty period of the original item. The warranty period does not restart upon receipt of a replacement.

The warranty does not cover damage resulting from use inconsistent with the user instructions, including:

• Use on contraindicated body areas
• Exceeding recommended session duration
• Use against medical advice

Lost or Stolen Packages

smplUP is not responsible for packages that are lost due to incorrect address information provided by the customer.

If your package is lost in transit due to carrier error, we will assist you in filing a claim and may offer a replacement depending on the situation.

Contact Us

If you have questions about returns or refunds, reach out anytime:

support@smplup.com
30 N Gould St Ste R, Sheridan, WY 82801, US

We're here to help.