Refunds, Replacements, and Shipping Policy

Satisfaction Guarantee Policy

At Modvel, we stand by the quality and performance of our products. Your satisfaction is our priority, and if you are not completely satisfied with your purchase, we are here to make it right. Our satisfaction guarantee ensures you can shop with confidence, knowing you are covered by the following policies:

Defective Products

If your product arrives damaged or develops a manufacturing defect during use, we will replace it at no additional cost. Simply contact our customer support team, and we will process a hassle-free replacement.

Incorrect Orders

In the event that you receive the wrong item, color, size, or model, we will correct the error by providing a free replacement. No need to worry about returning the incorrect product—just reach out to us, and we will send the correct item promptly.
Note: Orders placed incorrectly by the customer (e.g., selecting the wrong item) are not covered under this policy.

Misleading or Inaccurate Product Descriptions

If the product does not match the description or advertised features, you are eligible for a full refund or exchange. We ensure our products deliver on their promises, and if they don’t, we will make it right.

Fit or Sizing Issues

If the size of your product does not fit as expected, we offer a one-time free size exchange. There’s no need to return the original item—we’ll simply send the new size after confirming your measurements. Please note that exchanges are available for the same product variation (no color or model changes).

Dissatisfaction with Performance

If you are unhappy with the product's performance, we offer a full refund or replacement. Whether it's a knee brace, back brace, or any of our orthopedic gear, we want you to experience the promised relief and support. Contact our customer service team within the guarantee period to arrange a return or exchange.

Material Quality Issues

If the product materials degrade or wear out unexpectedly during normal use, we will replace the product or offer a refund. We ensure our products are durable and built to last, and if they fall short, we’ll resolve the issue quickly.

Allergy or Sensitivity

If you experience an allergic reaction or sensitivity to any of the materials in our products, we will offer a full refund or exchange. Your health and comfort are important to us, and we are committed to providing safe, high-quality products.

Shipping Damages

If your product is damaged during shipping, we will replace it immediately at no additional cost. Simply contact us with a photo of the damage, and we will send out a replacement as soon as possible.

Trial Period Coverage

Many of our products, such as our orthopedic gear, come with a trial period to ensure they meet your needs. If you are unsatisfied after using the product during the trial period, you are eligible for a full refund. In many cases, we won’t require a return for convenience.

How to Request a Refund or Replacement

Contact our customer support team via email at support@modvel.com or by phone at +1-805-517-4839.
Provide your Name, Order ID, and other information needed by the customer service team.
Describe the issue you’re experiencing, and we will offer the appropriate solution (refund, replacement, or exchange).

Please note that in certain cases, claims for refunds or replacements may need to be redirected via email for thorough examination. This includes situations where we may need to request photos to assess the issue. To ensure a smooth process, these claims will be handled via email for a more detailed review.

Conditions

This guarantee is valid for 100 days from the date of purchase. After this period, the guarantee expires, and regular warranty policies apply.
Exchanges are limited to one time per product. Ensure that the measurements are correct before requesting a replacement.
For each purchase, the customer may only choose to have their item refunded or replaced. They cannot do both. If a refund or replacement has already been processed, no further requests for refunds or replacements will be accepted.
We are not liable for any items that have been stated as delivered by the carrier but are claimed not to be received by the customer. This is considered customer negligence.
We reserve the right to decline additional refunds or exchanges if we detect abuse of the policy.

Thank you for choosing Modvel. Your satisfaction is our priority, and we are committed to ensuring you get the most out of our products!

Lifetime Warranty Policy

At Modvel, we are proud of the quality and durability of our products, which is why we offer a Lifetime Warranty on all purchases. This warranty ensures that your product is free from defects in materials and workmanship for its entire lifespan, providing you with long-lasting confidence in your purchase.

What Our Warranty Covers:

Defects in Materials: If the materials used in manufacturing, such as fabric or other components, are found to be defective, we will replace the product free of charge.
Faults in Workmanship: If issues arise due to improper assembly or construction, making the product unusable or less effective, we will provide a free replacement.

What Our Warranty Does Not Cover:

Normal Wear and Tear: Damage resulting from regular use over time, such as fabric wear, discoloration, or minor fraying, is not covered.
Misuse or Abuse: Damage caused by improper handling, including exposure to extreme temperatures, excessive force, improper care, or failure to follow product instructions, will void the warranty.
Accidental Damage: Physical damage from accidents, such as punctures, tears, or mishandling, that are not related to defects in materials or workmanship is not covered.
Non-Authorized Repairs: Any damage caused by repairs or alterations made by unauthorized individuals or services will not be covered under the warranty.

How to File a Warranty Claim:

For warranty claims, please note that all claims are processed via email to ensure a thorough review, including the request for photos. You may call our customer service number, but you will be redirected to email, and we will follow up with you first via email. Please follow these steps:

Initial Verification:

Provide your Order ID as proof of purchase. The Order ID contains all necessary information about the product you ordered and helps us process your claim quickly.
Include a detailed description of the issue with your product.
Attach photos clearly showing the problem you're experiencing.

Claim Review:

Our customer service team will carefully review your claim to verify whether it qualifies under our warranty guidelines.
We will notify you promptly once the review is completed.

Decision and Next Steps:

If your claim is approved, we will send you a free replacement. There’s no need to return your initial purchase. We believe in making the process as convenient as possible for you.
Please note that our warranty only offers replacements—refunds are not available under this policy.
If your claim is denied, we will provide an explanation based on our warranty terms.

For assistance, please contact us via email at support@modvel.com. If you have questions, you may also reach us at +1-805-517-4839, but keep in mind that calls will be redirected to the email process for claim submission.

Conditions:

One warranty claim per product: Each product is eligible for one replacement. Once a replacement is issued, no further warranty claims will be accepted for the same item.
Ensure that you follow all care instructions to maintain the product's longevity and prevent damage due to misuse.
Purchases from third-party distributors may be subject to additional review before the warranty claim can be processed.

Additional Information:

We strive to make our warranty process simple, efficient, and fair. While we are committed to addressing legitimate claims swiftly, we also protect against misuse to ensure every customer receives the full benefit of their warranty.

Thank you for choosing Modvel. We are dedicated to ensuring you continue to enjoy the quality and performance of our products.

Returns, Refunds/Replacements, and Shipping Policy

At Modvel, we are committed to your satisfaction and offer free shipping across the USA on all orders. If for any reason our product does not meet your expectations, you do not need to return the original item. Whether you need a refund or a replacement, we make the process simple and hassle-free.

What Our Policy Covers:

Free Shipping:

All Modvel orders within the USA ship for free.

No Returns Required:

You are not required to return the original item to receive a refund or replacement, ensuring a convenient experience.

Refund Coverage:

Defective Items: If the product is defective due to manufacturing issues or arrives damaged, you are eligible for a full refund.
Incorrect or Misleading Orders: If the product does not match the description or the wrong product is sent, you are eligible for a refund (provided that the error was not made during checkout by the customer).
Dissatisfaction with Performance: If the product does not meet performance expectations, you may request a refund. Ensure that the item’s purchase date is within the 100-day free trial.
Allergy or Sensitivity: If you experience an allergic reaction or sensitivity to the materials, a refund can be issued. Ensure that the item’s purchase date is within the 100-day free trial.
Price Changes: Refunds do not include price changes due to discounts or promotions. If you purchase an item and the price changes after a sale or promotion, the difference will not be refunded.
Late Shipping: Refunds are not available for items delivered later than the customer expected. Once the item is received, we can no longer issue a refund based on delivery timing.

Replacement Coverage:

Free & Expedited Shipping for Replacements: Replacement orders are shipped free of charge, and the shipping speed is expedited to ensure quicker delivery.
Sizing Issues: If the product doesn’t fit as expected, you can choose a one-time free size replacement. Please ensure proper measurements before requesting.
Product Defects: If the product arrives defective or becomes unusable due to manufacturing defects, we will send you a replacement at no additional cost.
Incorrect or Misleading Orders: If the wrong product, size, or color is shipped to you due to an error on our side, we will replace it promptly.
Shipping Damage: If the product is damaged during shipping, you can request a replacement.

No Refunds or Replacements for Delivered Items Not Received:

We do not process refunds or replacements for items marked as delivered by the carrier but claimed not to have been received by the customer. If the tracking number indicates that the package was delivered to the correct address, it is considered customer negligence, and the issue falls outside the scope of our policy.

One-Time Free Replacement:

We only offer one free replacement. If you opt for a replacement and it still doesn’t fit or meet your needs, we will no longer be able to send additional replacements or offer a refund.

Exchanges for Same Product Only:

Exchanges are available only for the same product variation. For sizing exchanges, we will change the size, but the color cannot be changed unless the requested size/color combination is out of stock. In such cases, we will notify you of available options.

How to Request a Refund or Replacement:

Contact Modvel Customer Care:

Email: support@modvel.com
Phone: +1-805-517-4839

Provide Your Order ID:

Refunds cannot be processed without the Order ID. This is because the platforms (Amazon or Shopify) we use are essential for processing refunds. If the order cannot be traced within the platform, issuing a refund is not possible. Ensure you have your Order ID available when making a request.

Describe the Issue:

Whether you need a refund or a replacement, include a detailed description of the issue (such as a sizing problem) and specify your preferred resolution (refund or replacement).

Confirmation and Next Steps:

Once your request is received and reviewed, we will confirm your refund or send out your replacement free of charge with expedited shipping. Remember, no return of the original item is required.

Conditions:

One Replacement Per Product:
Each product is eligible for one free replacement. If the replacement does not meet your needs, no additional replacements or refunds will be provided.
Refund or Replacement – Not Both:
For sizing issues, you can choose either a refund or a free replacement, but not both. Once you make your selection, the decision is final.
Exchanges Limited to Size Changes:
Exchanges are limited to size adjustments only. You cannot exchange for a different color unless your requested color/size combination is out of stock.
Price Changes:
Refunds do not apply to price changes due to discounts or promotions.
Late Shipping:
Refunds are not available for products received after the customer’s expected delivery date. If the product arrives late but has been received, we cannot process a refund based on delivery timing.
Delivered but Not Received Items:
If the tracking number indicates that the package was delivered, we do not process refunds or replacements for items claimed not to have been received. This is considered customer negligence and falls outside of our policy.
Purchases from Third-Party Distributors:
Purchases from third-party distributors are subject to a different review and approval process before a refund or replacement can be issued.

Protecting Against Policy Misuse:

To ensure fair use of our policy, we only offer one replacement or refund per product. Customers are encouraged to carefully measure and select the correct size before making a decision, as additional requests beyond the first replacement will not be honored.

Thank you for choosing Modvel! Your satisfaction is important to us, and we are here to ensure a smooth and straightforward process for returns, refunds, replacements, and shipping inquiries. For any assistance, please feel free to contact our Customer Care team.

100-Day Free Trial Refund Policy

At Modvel, we want you to feel confident with your purchase, which is why we offer a 100-day free trial on all our products. If you are not completely satisfied within the 100 days, we will provide a full refund, no questions asked. However, to ensure fair use and prevent abuse of this policy, the following conditions apply:

Eligibility:

First-Time Purchases Only: The 100-day trial is valid for first-time purchases of each product. Repeat purchases of the same product are not eligible for the trial.

One-Time Refund:

One Refund Per Product: Each customer is limited to one trial refund per product. If you receive a refund for a specific product, you will not be able to claim another refund for future purchases of that same product.

Product Condition:

Care and Usage: While we do not require the product to be returned for a refund, we kindly ask that you follow the provided care and usage instructions. Failure to do so may void your eligibility for the trial. Misuse or improper care of the product may impact its durability and could invalidate your refund eligibility.

Account and Purchase Verification:

Verification by Modvel Customer Care: All refunds during the trial period are subject to verification by our Modvel Customer Care team. This is to prevent fraudulent claims and to ensure fair use of the policy. Customers must provide proof of purchase and account details to process the refund.
Order ID Requirement: Refunds cannot be processed without the Order ID. Since the platforms (Amazon or Shopify) are essential for processing refunds, the order must be traceable within these systems. If the order cannot be found or verified on these platforms, a refund will not be possible.

Third-Party Purchases:

Purchases from Third-Party Distributors: Products purchased from third-party distributors are subject to a different review and approval process before the refund can be issued under the 100-day trial.

How to Claim Your Refund:

Contact Modvel Customer Care:

Email: support@modvel.com
Phone: +1-805-517-4839

Provide Your Order ID:

The Order ID is required to process refunds, as it allows us to trace your purchase through the platforms (Amazon or Shopify) where the transaction was made. Refunds cannot be issued without this verification.

Account Verification:

Our team will verify your account and purchase details to ensure eligibility for the 100-day free trial refund. Once verified, we will issue your refund promptly.

Conditions:

The 100-day trial applies to first-time purchases only. If your item has already been replaced, it will not be covered by this policy.
Customers are limited to one refund per product under the 100-day trial.
Products must be used in accordance with the care instructions provided to maintain eligibility for the trial.
Order ID verification is required for processing refunds. If the order cannot be traced through our platforms (Amazon or Shopify), the refund cannot be processed.

Protecting Against Policy Misuse:

We aim to provide a flexible, risk-free shopping experience, while ensuring fairness for all our customers. To avoid misuse of the 100-day trial, we have put in place strict limits on multiple refunds for the same product and require order ID verification to process refunds.

Thank you for choosing Modvel! We are committed to ensuring that you are completely satisfied with your purchase, and we are here to assist you with any inquiries regarding the 100-day free trial.