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30-Day Return & Exchange Policy

At Acada Health, we are committed to the quality of our products and confidently stand behind them. Our 30-day Return & Exchange Policy ensures that you can shop with peace of mind.

You have 30 days from the date of receiving your order to return or exchange any product, no matter the reason—whether it’s a product issue or simply a change of preference.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Who Covers the Return Shipping?

• Acada Health covers return shipping costs if the return is due to an issue on our end, such as product defects or damage during transit.
• Customers are responsible for return shipping costs if the return is due to personal reasons, such as a change of mind, dislike of the product, or no longer needing it.

Additional Information:

• If there’s an issue with the product, we may request photos or videos to assist with the evaluation.
• The following situations are considered buyer-related, and in these cases, the customer will need to pay for return shipping:
  • Incorrect shipping address provided.
    
  • Wrong size or variant ordered.

The following situations are not eligible for returns or exchanges:

• The product has been washed or altered in any way.
• Damage caused by failure to follow care instructions.

What About the Original Shipping Fee?

• If you paid for shipping at checkout, the original shipping fee is non-refundable.
• If the product was delivered with free shipping, no shipping costs will be deducted from your refund when returning the product.

How to Return an Item:

1. Contact Customer Support: To begin the return process, please reach out to service@acadahealth.com. Our team will confirm your return request and provide you with the return address, RMA code, and any necessary return labels.

2. Return Requirements:

   • All product components (mat, cover, controller, manual, carrying bag, and original box) must be included in the return.
   • The item should be in like-new condition.
   • Photos of the product should be sent to us before returning the item, confirming its condition.
   • Returns may not be approved for products that show signs of misuse, damage, or wear.

3. Prepare and Ship: Once your return is approved, pack all the components securely, ensuring the RMA code is attached to the outside of the box. Ship the return to the provided address.

4. Inspection: Upon receiving the return at our warehouse, we’ll test and inspect the product to confirm its condition and functionality.

5. Refund: Once the inspection is complete and the return is approved, your refund will be processed.

Exchanges:

If you wish to exchange an item, we recommend placing a new order and returning the original product. This will help ensure you receive the new product as quickly as possible.

Refund Processing:

• Processing Time: Refunds will be issued within 5 business days once both parties have agreed on the return and refund terms.

• Refund Amount & Method: Refunds will be issued to the original payment method. Please note that if the buyer is responsible for return shipping costs, this will be deducted from the refund amount.

If you have any further questions, feel free to contact us at service@acadahealth.com.