Our Return/Exchange Policy

At The Better Back Store, customer satisfaction is our number one priority. We will do our very best to satisfy each and every customer. If you're not completely satisfied with your merchandise, most products may be returned for any reason within the first 30 days after delivery.

If you are not satisfied with an item that you have purchased, you may return the item within 30 days of delivery for a full refund of the purchase price (less shipping and/or freight charges), a product exchange or a store credit, with the exceptions noted below. The Better Back Store assumes the "ship to" costs ("free shipping") only on purchases that are not returned. The item must be returned in ‘like new’ condition, with all paperwork, 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 Better Back Store customer service

• Please call The Better Back Store customer service department at 727-848-2225 or toll free 800-936-3665 to receive a Return Authorization Code (RA#) in order to expedite your return and ensure proper credit to your account.
• Please have your Customer ID and Order Number 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 recommend you insure your packages to avoid loss.
• Address all returns to: The Better Back Store 4018 Little Road, New Port Richey, FL 34655
• Please get a tracking number for your return package. We cannot be responsible for packages that are lost by mail.
• Original shipping costs are non refundable.
• Shipping cost for returns is at the customer’s expense.
• After inspection to ensure the product is returned in original and working condition, refunds or credits are issued within 14 days of product receipt by The Better Back Store.
• 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.

Defective Products: If you should receive any item that is "defective on arrival" please contact us immediately to determine the best method of product replacement or repair. Beyond 30 days, you should contact the manufacturer for repair or replacement. This manufacturer contact information will usually be found on the box or in your warranty/instruction manual. Defective items will only be replaced for the same item.

Non-Returnable Items

Due to shipping and delivery cost considerations, adjustable bed frames and electric (adjustable) bases, massage chairs, custom-made chairs, indoor or outdoor zero gravity recliners and office chairs may not be returnable, or may require a 20% restocking fee.

Bedding: 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, bed loungers, mattress overlays, pillow covers and mattress covers. Mattresses are only returnable to the manufacturer per manufacturers return policy.

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

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