Refund policy
Frequently asked questions about returns, refunds, and exchanges.
How do I return?
- Email our support team for access to our returns portal
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines
What items are returnable?
- Any item bought from the CGX Medical Inc within 30 days from the date of purchase, that is damaged or arrived after the specified shipping timelines
- In unused and resellable condition
- In the original packaging with all the tags intact
What items are non-refundable?
The following items cannot be returned:
- Gift cards
- Discounted items (if applicable)
Will my refund request be granted if the product was not damaged?
Not necessarily, we will analyze such requests on a case-by-case basis.
The item I received is damaged!
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Can the items be exchanged?
We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.
What are the refund options?
The following refund options are supported:
- Refund to the original payment method
- Refund to store credit (if applicable)
- Exchange (most common, we’ll send you a new massage gun)
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 – 7 working days after approval.
Am I eligible for the 1-year warranty?
If the product malfunctions due to a manufacturing error, you absolutely are. If the product breaks down, stops working, or loses its percussion power, contact our support team and we will verify it is indeed a product problem, and send you a new unit. If the product was damaged due to negligence during product use, external force, or any such related issues, unfortunately, you are not eligible for a refund.
My question is not addressed…
If you have any queries regarding return or refund, reach out to us at info@cgxmedical.com