Refund policy

Refund Policy

At VertiLife, we stand behind every product we sell with complete confidence. We built this brand on the belief that people deserve real, lasting solutions to back pain, and that belief extends to every single customer interaction, including the moments when things do not go as expected. That is why we offer a 90 day satisfaction guarantee on all VertiLife purchases, no complicated processes, no unnecessary obstacles, no small print designed to catch you out.

Our 90 Day Guarantee

If you are not completely satisfied with your VertiLife product for any reason, you have 90 days from the date of delivery to request a full refund. We ask that you give the device a genuine opportunity to work before making that decision. Back pain that has developed over months or years rarely resolves overnight, and consistent daily use over several weeks is where the real results are found. However, we understand that every body is different, and if after giving the product a fair trial you are not experiencing the relief you were hoping for, we will honour your refund without question.

How to Request a Refund

To begin the refund process, simply contact our customer support team through the contact page on our website within 90 days of receiving your order. Please include your order number and a brief description of your experience with the product. Our team will respond within 1 to 2 business days with clear instructions on how to proceed. We have designed this process to be as simple and straightforward as possible because we believe that a customer who needs a refund deserves the same level of care and respect as one who is placing their first order.

Return Shipping

Once your refund request has been approved, we will provide you with instructions for returning your product. We ask that items be returned in their original packaging where possible and in a reasonable condition consistent with normal use. Return shipping costs are the responsibility of the customer unless the product is being returned due to a manufacturing defect or an error on our part, in which case VertiLife will cover the cost of return shipping in full.

Refund Processing

Once we have received and inspected your returned item, your refund will be processed within 5 to 10 business days. The refund will be issued to the original payment method used at the time of purchase. Please note that depending on your bank or payment provider, it may take a few additional days for the funds to appear in your account. We will notify you by email as soon as your refund has been processed on our end.

Defective or Damaged Products

If your product arrives damaged or develops a fault through no fault of your own, you are covered by both our 90 day satisfaction guarantee and our 2 year product guarantee. In these cases, we will offer you the choice of a full replacement or a complete refund, whichever you prefer. Please contact our support team within 14 days of noticing the issue and include photographs of the damage or defect where possible. This helps us resolve your case as quickly as possible and also helps us maintain the highest standards in our manufacturing and fulfilment process.

Non Returnable Items

For hygiene and safety reasons, replacement electrode pads that have been opened and used cannot be returned or refunded unless they are found to be defective upon arrival. If you receive electrode pads that appear to be faulty or damaged, please contact us within 7 days of delivery and we will arrange a replacement at no cost to you.

Exchanges

If you would prefer to exchange your product rather than receive a refund, please let our support team know when you make contact and we will do our best to accommodate your request. Exchanges are subject to product availability at the time of the request.

Late or Missing Refunds

If you have not received your refund within the stated processing timeframe, we recommend first checking with your bank or payment provider as processing times can vary. If you have done this and your refund has still not appeared, please contact our support team and we will investigate immediately.

Our Promise

A 90 day guarantee is not something we offer reluctantly. It is something we offer because we genuinely believe in what we have built. VertiLife was created by someone who spent over 15 years watching people suffer needlessly within a healthcare system that too often prioritised procedures over people. Every product we make, every policy we write and every customer we serve is a reflection of that founding belief. If our product does not work for you, you should not pay for it. It is as simple as that.

If you have any questions about our refund policy or need support with an existing order, please do not hesitate to reach out through our contact page. We are here to help.