Warranty & Return Policy

WARRANTY POLICY

Orb Life Mats, ORB Facial Light & Therapy Wrap - 1 Year Warranty
ORB 1500 Max - 3 Year Warranty
Warranty valid only to original purchaser and if item was purchased directly from www.orblifeproducts.com or authorized re-seller. Warranty is non-transferable.

*If your light or mat is not working properly, we will fix or replace it. Your warranty must be active. FIRST make sure you are following instructions correctly. Send your product back for inspection to Orb Life Products; 11954 Woodview Trail, Gaylord, MI 49735. Each request for exchange will be assessed on a “case by case” basis, and we will make sure you’re back up and running as quickly as possible.

What does this warranty cover?
The warranty covers any defects in material or workmanship under normal use during the warranty period. During the warranty period, ORB Life Products will repair or replace, at no charge, products or parts of products that prove defective because of improper material or workmanship, under normal use and maintenance.
ORB Life Products will assess each warranty claim on a case by case basis. Resolution of warranty claims may include but are not limited to: shipment of a replacement of parts, phone or email support to troubleshoot the product, or replacement of the product with a new or refurbished unit. The warranty time frame begins on the date of purchase. A replacement unit for a defective device will continue on the same time spent under warranty of the original purchase.

What does the warranty not cover?
The warranty does not cover any problem that is caused by damage resulting from negligence, improper maintenance, or modification; the warranty does not cover theft or loss of the product.
Any and all customer damage to the light is not covered under warranty. This includes breakage/damage from dropping, water, bending or creasing, misuse or tampering with/opening the light without prior authorization. A light and/or product is deemed "open box" or "used" the moment that the shipment is received by the recipient and/or signed for, regardless of usage and therefore is subject to any any all restocking fees if returned. NO EXCEPTIONS.

*Any shipment within the USA that was shipped correctly but is subsequently refused by the recipient, unable to be delivered with the customer supplied address or returned to our warehouse will incur a flat $50 fee per carton/box for shipping/warehousing/receiving charges. Any international returned shipment will incur a 20% restocking fee on the original purchase price and shipping fees are non-refundable.
All sales on stands are final as stated and they are not eligible for elective returns.

What do you have to do?
To obtain warranty service, you must first contact us at customersupport@orblifeproducts.com to determine the problem and the most appropriate solution for you. You must have the original receipt for the product with a date on it.

What about after the warranty period?
Repair services after the warranty period are available on a case-by-case basis and available to the original purchaser only. ORB Life Products does not offer repair service (or replacement parts) for any items bought second hand.

RETURN/REFUND POLICY
Orb Life Products offers a full 30 day trial on all of our products.
Return shipping is paid by the customer. Please note that we cannot be held liable for lost or damaged shipments that are returns.
Refunds for customers choosing to return during the trial period are 100% of product cost, minus any shipping costs or transaction fees through Stripe or Square point of sale systems. Please note your name and order number on the return.
Returns must be postmarked before the end of the 30-day trial, which commences upon receipt of the product. Unfortunately, returns shipped after 30 days will not be accepted.
All returns must be received with all original accessories and packaging. All returns received with damaged or missing components will be subject to a $25 fee. If applicable, this fee will be deducted from the refunded amount. If the returned product is damaged in any way or returned in un-sellable condition, the shipment will be refused/returned to sender.

A 20% restocking fee will be assessed on any returned purchases.

Return Shipping
To return your product you should mail your product to:

ORB LIFE PRODUCTS
1 Water Street, Ste 200
Boyne City, MI
49712

Please reference your name and order number on the return label.

Damages
Buyer has ten (10) days after delivery to report the receipt of a damaged item. Damages during shipping are rare, but they do happen.
Please inspect your light and report any issues to us within this 10 day grace period. ORB Life Products will not be responsible for damages reported to us after this 10 day period.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customersupport@orblifeproducts.com
Exchanges (if applicable) We will replace items if they are defective or damaged.

If you need to exchange it for the same item, send us an email at customersupport@orblifeproducts.com