Refund policy
Returns & Exchanges Policy
Policy Overview
At Elevate Cold Plunge, we stand behind the quality of our products and want you to feel confident in your purchase. We understand that investing in high-ticket wellness equipment is a significant decision, and our goal is to provide a fair, transparent, and straightforward return experience if needed.
- Returns accepted within 30 days
- Items must be unused
- Customer responsible for return shipping
- Refunds processed within 5 business days
- Custom/freight items may be non-refundable
Return & Exchange Eligibility
To be eligible for a return or exchange, items must be in new, unused condition and returned in their original packaging. All included accessories, components, and documentation must be present.
Products that show signs of use, damage after delivery, or are returned without original packaging may not be eligible for a refund.
Return Window
Returns and exchanges are accepted within 30 days of delivery. Requests submitted after this period may not be approved.
Return Shipping Responsibility
For returns due to personal preference or change of mind, the customer is responsible for return shipping costs. We can provide a prepaid return label for convenience, and the cost will be deducted from your refund.
If the return is due to a defective product or an error on our end, we will cover all return shipping costs.
How to Start a Return or Exchange (RMA Process)
To initiate a return or exchange, please contact our support team at support@elevatecoldplunge.com with your order number and reason for the request.
Once approved, you will receive return instructions and, if applicable, a prepaid shipping label. Items must not be returned without prior authorization.
Damaged or Defective Items
If your order arrives damaged or defective, please notify us as soon as possible so we can resolve the issue promptly.
For freight (LTL) deliveries, damage must be reported within 48 hours of delivery.
For standard parcel shipments (FedEx, UPS, USPS), damage must be reported within 15 days of delivery.
We may request photos or documentation to process your claim. In these cases, we will cover all replacement or return shipping costs.
Cancellations
Orders can be canceled for a full refund as long as they have not yet shipped. Once an order has been dispatched, it is no longer eligible for cancellation and must follow the return process.
Refund Processing Time
Once your return is received and inspected, refunds are processed within 7 business days. Refunds are issued to the original payment method and will include the original shipping cost.
Our Error vs. Customer-Initiated Returns
If the return is due to our error—such as receiving the wrong item or a defective product—we take full responsibility and cover all associated costs.
For customer-initiated returns (such as preference or ordering the wrong item), return shipping costs are the responsibility of the customer. There are no restocking fees.
Exchanges Process
If you would like to exchange an item, please contact us to initiate the process. Once your return is approved, you will send the original item back, and a replacement order will be arranged.
Customers are responsible for both return shipping and the cost of shipping the replacement item.
Final Reassurance
Our goal is to make your experience with Elevate Cold Plunge as smooth and reliable as possible. If something isn’t right, we’ll work with you to find a fair solution quickly. We’re here to support you before, during, and after your purchase—so you can invest in your recovery with confidence.
