Returns & Refunds Policy
Thank you for shopping at Knees Assist. If you have an issue with your new purchase, please contact our customer service team at support@kneesassist.com and we will gladly help you sort out your issue.

To be eligible for a refund, you must have purchased the product at full price (not a sale item). Sale items are not eligible for return, exchange, or credit without exception. For more info, contact support@kneesassist.com

You will be responsible for paying all shipping costs for returning an item. Also please note your original shipping cost with your order ( if any ) is non-refundable. If you receive a refund, shipping costs will be deducted from your refund. 

We highly recommend using a trackable shipping service or purchasing shipping insurance for returns. We can not guarantee receipt of your returned item. Refunds will be processed upon receipt of the item by our warehouse.

Please note, due to hygienic reasons, we can not offer refunds or exchanges due to incorrect fit issues. Buyers assume all risks when measuring for the correct fit of their purchase. However, we have made size charts available on the product page to help you determine if it will fit.

DEFECTIVE OR INCORRECT ORDER
If your Knees Assist is damaged or defective, or you receive an incorrect product, we're here to help. We offer a 100% satisfaction guarantee to all of our customers by offering a free replacement order or a 50% refund on the affected item within 30 days from when the product was received.

We simply need you to send your order number and a photo showing either the incorrect item or the damaged area of the item. Please contact us by email at support@kneesassist.com and one of our customer service members will help you get a replacement or a refund. 

ORDER MODIFICATIONS OR CANCELLATION
After your order has been placed, you have approximately 24 hours to contact us at support@kneesassist.com and request order modifications or a cancellation. Once an order has been shipped, we can no longer cancel or modify it.

ORDER NOT RECEIVED
If your item has not arrived within 60 days after ordering, please contact our customer service team and someone will assist you in tracking down your order and take steps to help you obtain a refund or a free replacement order.

Please note, this excludes errors made by customers who provide incorrect shipping details on their order(s) and/or missed parcel deliveries.

RETURNS
We cannot accept any returns on orders that have been tried on/used due to personal hygiene reasons. However, we will replace defective items or an incorrect order. Just send us an email with your order number and an explanation of the problem along with a picture showing the specific problem with the product. You will be responsible for paying all shipping costs for returning an item. Refunds will be processed upon receipt of the item. 

In order to receive a refund (excluding shipping costs), your order must meet these criteria:

  • The product was purchased at full price (not a sale item)
  • ​The product was received in the last 30 days
  • ​The product is unwashed, unworn, and unused, and must include all original packaging and parts
  • ​The product itself is defective, damaged, or different than the one you ordered
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