Our Warranty and Return Policy
WARRANTY:
Buzzy® – We guarantee Buzzy Healthcare motor units (BKHM & BTH) and all VibraCool units for 12 months and Buzzy Personal units (BKM & BKT) for 6 months. Please email us with your name and proof of purchase, which can be in the form of a screenshot from your online order or an email confirmation from us, as well as a description of your issue. After date of purchase (and verification that the lot number of the device matches the date of purchase), a return label will be sent. See "returns" for more information.
*Buzzy Personal and Healthcare XL units have a silicone band for convenience to attach the wings. Ice packs that are not included with Buzzy or rough handling can snap the band, which is not covered by warranty.
Healthcare systems that purchase Buzzy Personal kits for clinical use void any warranty for the institution.
VibraCool® – This product’s warranty covers every type of malfunction or defect that may appear or arise from normal use in the motor unit of the product for 3 years. The warranty for soft goods and other included products lasts 1 year from the date of purchase. We will replace your product or refund your purchase. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
ORDER CANCELLATIONS:
Canceling an order is occasionally available, but in order to ship you order to you in a quickly manner, we begin the shipping process quickly. If you have missed the cancellation window then follow the steps for returning your order.
RETURNS:
To be eligible for a return, your item must be in the same condition that you received it, and in the original packaging, including all components. Returns that adhere to our Return Policy will be refunded the purchase price (minus shipping). If your purchase does not meet your expectations (for any reason), return your item(s) within 30 days of purchase for a refund.
For issues with workmanship, shipping, or construction, we will issue a prepaid return shipping label and we will replace the item or refund the purchase price less shipping upon receipt. After evaluation of the malfunctioning unit, a refund or replacement will be sent. *NOTE* Devices returned with dead batteries do not constitute malfunction. Return of the device is at the purchaser's discretion, after payment for inbound and outbound shipping and a $5 evaluation fee. Once a refund is issued, funds can take up to 30 business days to return to the original payment method. If you have questions or concerns, please contact us at support@paincarelabs.com.
For orders submitted through Purchase Orders: Please send an email to support@paincarelabs.com to initiate your return.
For orders submitted through our Website: Please access our self-service return portal at shop.PainCareLabs.com/a/returns with your order number for a return authorization. This information will be provided in your original order confirmation link. Please allow 7 working days for your refund to be processed.
For orders submitted through Amazon.com: If you are still within the eligible return window with Amazon, please contact them directly.
For returning or refunding incomplete orders: Contact support@paincarelabs.com with your order number from the confirmation email, detailing which items were included in the shipment and which ones were missing. We will respond as soon as we can to make your order whole.
*For Distributors, Hospitals and Healthcare Organizations: Returned products or PO changes or cancellations after 24 hours will incur a 25% restocking fee. Returned products over 6 months after receipt are not accepted.