Refund policy

 

Cancellation & Refund Policy

1. Scope & Agreement

This Cancellation & Refund Policy governs all purchases made through myrejuvaknee.com and constitutes a binding agreement between the customer ("You") and MyRejuvaKnee ("We," "Us," "Our"). By placing an order, You acknowledge that You have read, understood, and agree to be bound by the terms of this policy in its entirety. This policy should be read in conjunction with our Shipping Policy and Terms of Service.

2. Order Cancellation

2.1 Cancellation Window

Orders may only be cancelled within three (3) hours of the original order being placed. After this window has closed, the order enters our fulfillment pipeline and cancellation may no longer be possible. It is the customer's sole responsibility to review all order details, including product selection, quantity, shipping address, and pricing, prior to completing the purchase.

Because our support team is available 24 hours a day, 7 days a week via email at support@myrejuvaknee.com, the 3-hour cancellation window applies uniformly to all orders regardless of the time or day they are placed.

2.2 Cancellation Fee

Orders cancelled within the 3-hour cancellation window will receive a full refund with no cancellation or processing fee applied. No restocking fee applies to cancellations made within the cancellation window.

2.3 How to Request a Cancellation

To request a cancellation, You must contact our support team within the cancellation window via email at support@myrejuvaknee.com. Our email support operates 24/7, ensuring You can reach us at any time within the 3-hour window. Cancellation requests submitted through any other channel, including social media, live chat, or third-party platforms, will not be honored.

2.4 Orders Already in Fulfillment or Shipped

Once an order has entered fulfillment processing or has been shipped, it cannot be cancelled under any circumstances. Such orders are governed exclusively by the refund and return provisions in Sections 3 through 6 of this policy. MyRejuvaKnee is under no obligation to intercept packages in transit or recall shipments from carriers.

3. Refund Eligibility

3.1 90-Day Satisfaction Guarantee

MyRejuvaKnee offers a 90-day satisfaction guarantee from the date of delivery, as confirmed by the carrier's tracking system. To be eligible for a refund under this guarantee, the customer must meet all of the following conditions:  
The product must have been used as directed for a minimum trial period of sixty (60) consecutive days from the date of delivery.

  
The refund request must be submitted within ninety (90) calendar days of the confirmed delivery date.

  
The customer must provide valid proof of purchase (order confirmation email, transaction receipt, or order number).

  
The customer must confirm that the product was used in accordance with the provided instructions and recommended usage guidelines.

3.2 Mandatory Minimum Trial Period

Many of our wellness products are designed to deliver results over a sustained period of consistent use. Refund requests submitted before the customer has completed the mandatory 60-day trial period will be denied. This requirement ensures that the product has been given a fair and adequate evaluation. The 60-day trial period begins on the carrier-confirmed delivery date, not the order date or ship date.

By requiring a 60-day minimum trial within a 90-day guarantee window, customers retain a minimum 30-day period in which to submit a refund request after completing the required trial, ensuring the guarantee is both meaningful and practically accessible.

3.3 Proof of Usage

MyRejuvaKnee reserves the right to request reasonable evidence of product usage before approving any refund. Acceptable forms of proof include:

Photographs of the product showing visible signs of use.

  
A written account of the customer's usage experience, including frequency and duration of use.

  
Any other documentation our support team reasonably deems necessary to evaluate the claim.

Requests for proof of usage will be communicated clearly by our support team. Customers will be given a reasonable opportunity to provide the requested documentation before a final decision is made. Failure to provide adequate proof after a reasonable opportunity to do so may result in the refund request being denied.

4. Return Process

4.1 Initiating a Return

To initiate a return, the customer must first contact our support team at support@myrejuvaknee.com to obtain a Return Merchandise Authorization (RMA) number. Returns sent without a valid RMA number will not be accepted, and MyRejuvaKnee bears no responsibility for unauthorized returns, including any shipping costs incurred.

4.2 Return Shipping

The customer is solely responsible for all return shipping costs, including postage, carrier fees, tracking, and insurance. MyRejuvaKnee strongly recommends using a tracked and insured shipping method. We cannot be held responsible for returns that are lost, damaged, or delayed in transit. Untracked returns that do not arrive at our facility will not qualify for a refund.

4.3 Return Address

Address    2809 Philadelphia Pike, Claymont, DE, 19703, US

4.4 Condition of Returned Products

Returned products must include all original components, accessories, packaging, and documentation. Products returned in a condition suggesting misuse, abuse, unauthorized modification, or customer-caused damage (beyond normal usage wear) may be subject to a partial refund or refund denial at our sole discretion.

5. Refund Processing

5.1 Inspection & Approval

Upon receipt of a returned item, our team will inspect the product to verify that all return eligibility requirements have been met. MyRejuvaKnee reserves the right, at its sole discretion, to approve or deny any refund request based on the results of this inspection. Approval of a refund is not guaranteed and is determined on a case-by-case basis.

5.2 Refund Method & Timeline

Approved refunds will be credited to the original payment method used at the time of purchase. Please allow 7 to 12 business days for the refund to appear on your statement after approval, depending on your financial institution's processing times. MyRejuvaKnee is not responsible for delays caused by the customer's bank or payment provider.

5.3 Deductions from Refunds (Returns Only)

The following amounts will be deducted from any approved refund for returned products:

  
Original shipping costs (if free shipping was provided, the actual shipping cost incurred by MyRejuvaKnee will be deducted).

A 15% restocking fee to cover inspection, repackaging, and administrative processing.  
Any promotional discounts, gift card values, or bonus items received with the order, deducted at their stated promotional value, not at full retail price.

6. Refund Limitations & Grounds for Denial

Refunds may be declined or reduced in any of the following circumstances:  
The refund request is submitted after the 90-day guarantee window has expired.  
The mandatory 60-day minimum trial period has not been completed.

The product was not used in accordance with the provided instructions or recommended guidelines.The customer fails to provide valid proof of purchase when requested.

The customer fails to provide adequate proof of usage after being given a reasonable opportunity to do so.

  
The product is returned without a valid RMA number.

  
The returned product is missing components, accessories, or documentation.

  
The product shows signs of misuse, abuse, unauthorized modification, or customer-caused damage.

  
The return does not arrive at our facility or is lost in transit due to use of an untracked shipping method.

  
The customer has a documented history of excessive returns or refund requests that suggest abuse of this policy.

  
The refund request is connected to a chargeback or payment dispute that has already been filed with the customer's bank or payment provider.

MyRejuvaKnee reserves the right to deny any refund request that it determines, in its sole discretion, to be fraudulent, abusive, or inconsistent with the terms of this policy.

7. Exchanges & Replacements

7.1 Defective or Faulty Products

If a product is determined to be defective or faulty upon delivery, MyRejuvaKnee may, at its sole discretion, provide a replacement unit. The determination of whether a product is defective rests solely with MyRejuvaKnee. Cosmetic imperfections, minor variations in appearance, or issues resulting from normal wear and use do not constitute defects.

7.2 Mandatory Replacement Trial Period

If a replacement unit is issued, the customer must use the replacement product as directed for a minimum of sixty (60) consecutive days before becoming eligible to request a refund. The 60-day trial period and a new 90-day satisfaction guarantee window both begin upon confirmed delivery of the replacement unit. Refund requests made before the completion of this replacement trial period will be denied.

7.3 Refusal of Replacement

If a customer declines a replacement unit and instead requests an immediate refund, MyRejuvaKnee reserves the right to evaluate the refund request at its sole discretion, taking into account the circumstances of the original issue and the refusal of a good-faith remedy. A partial refund may be offered in such cases.

8. Damaged or Incorrect Orders

8.1 Reporting Requirements

Customers must inspect all orders upon delivery. If an item arrives damaged, defective, or incorrect, the customer must notify our support team within seventy-two (72) hours of the confirmed delivery date. Reports submitted after this 72-hour window may not be eligible for resolution.

When reporting a damaged or incorrect order, the customer must provide:  
Order number and proof of purchase.

  
Clear photographs of the damage, defect, or incorrect item received.

  
Photographs of the shipping packaging (both inner and outer packaging).

  
A written description of the issue.

8.2 Resolution

Upon verification of a legitimate damage or fulfillment error claim, MyRejuvaKnee will determine the appropriate resolution, which may include a replacement shipment, partial refund, store credit, or full refund, at our sole discretion. Return shipping costs for verified damage or fulfillment error claims will be covered by MyRejuvaKnee.

9. Chargebacks & Payment Disputes

Customers are strongly encouraged to contact MyRejuvaKnee directly before initiating a chargeback or payment dispute with their bank, credit card company, or payment provider.

Filing a chargeback or payment dispute without first contacting MyRejuvaKnee and allowing a reasonable resolution period of at least ten (10) business days constitutes a violation of this policy. In the event a chargeback is filed, MyRejuvaKnee reserves the right to:  

Contest the chargeback by providing all relevant transaction records, tracking data, delivery confirmations, communication logs, and proof of product delivery or usage. 
Immediately suspend the customer's account and deny any pending refund requests.

Permanently restrict the customer from making future purchases.

Pursue recovery of the disputed amount plus all associated chargeback fees and administrative costs through any lawful means.

10. Seasonal & Holiday Orders

Due to high demand during peak shopping seasons, the following additional terms apply to orders placed between November 15th and December 31st of any calendar year:
  
MyRejuvaKnee cannot guarantee delivery before any specific holiday, including Christmas, for orders placed after December 1st.
  
Extended carrier transit times during the holiday season are not grounds for a cancellation, refund, or chargeback.
  
Standard processing times of 1 to 2 business days may be extended during peak periods.

All standard return and refund policies remain in effect regardless of the time of year.

11. EU & UK Consumer Rights

11.1 14-Day Withdrawal Right

Customers located in the European Union or United Kingdom are entitled to a 14-day withdrawal right under applicable consumer protection regulations, including the Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.

11.2 Exercising the Withdrawal Right

To exercise the withdrawal right, the customer must notify our support team in writing via email at support@myrejuvaknee.com within the 14-day period. The notification must clearly state the customer's intention to withdraw from the purchase and include the order number.

11.3 Return Obligations Under Withdrawal

The customer is responsible for return shipping costs when exercising the withdrawal right. The product must be returned in its original condition and packaging within fourteen (14) calendar days of notifying us of the withdrawal.

11.4 Exemption from Proof of Usage Requirement

EU and UK customers exercising their statutory 14-day withdrawal right are exempt from the proof of usage requirements outlined in Section 3.3. This exemption applies exclusively to the 14-day withdrawal right and does not extend to refund requests made under MyRejuvaKnee's 90-day satisfaction guarantee.

11.5 Relationship to 90-Day Return Policy

The 14-day withdrawal right exists independently of MyRejuvaKnee's 90-day satisfaction guarantee. EU and UK customers may choose to exercise whichever right is most favorable to them. However, the two rights cannot be combined, and exercising one constitutes a waiver of the other for the same order.

11.6 Chargebacks & Statutory Rights

Nothing in Section 9 of this policy is intended to restrict or penalize EU or UK customers from exercising their lawful rights to dispute charges through their bank or payment provider in accordance with applicable consumer protection law.

12. Abuse of Policy

MyRejuvaKnee monitors return and refund activity to protect the integrity of our policies. Patterns of behavior that suggest abuse may result in:
  
Denial of current and future refund requests.
Permanent suspension of the customer's account.  
Reporting to fraud prevention databases.
Pursuit of legal remedies for recovery of losses.

13. Limitation of Liability

To the fullest extent permitted by applicable law, MyRejuvaKnee's total liability arising from or related to any order shall not exceed the total amount paid by the customer for that specific order. In no event shall MyRejuvaKnee be liable for any indirect, incidental, special, consequential, or punitive damages.

MyRejuvaKnee makes no warranties or representations regarding the results that may be obtained from the use of our products. Individual results may vary, and our products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

14. Severability

If any provision of this policy is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

15. Governing Law & Jurisdiction

This policy shall be governed by and construed in accordance with the laws of the State of Delaware, United States of America. Any dispute arising from or relating to this policy shall be subject to the exclusive jurisdiction of the state and federal courts located in Delaware. By placing an order, the customer consents to the personal jurisdiction of these courts.

16. Modification of Policy

MyRejuvaKnee reserves the right to update, modify, or replace this policy at any time without prior notice. Changes become effective immediately upon posting to our website. It is the customer's responsibility to review this policy periodically.

17. Contact Information
Email    support@myrejuvaknee.com
Support Hours    24/7 via email
Mailing Address    2809 Philadelphia Pike, Claymont, DE, 19703, US

By placing an order with MyRejuvaKnee, You acknowledge and agree to all terms outlined in this Cancellation & Refund Policy.

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@myrejuvaknee.com. Please note that returns will need to be sent to the following address: 2809 Philadelphia Pike Claymont DE. 19703 USA

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@myrejuvaknee.com. 

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@myrejuvaknee.com.