DEMURAE

Return & Refund Policy

Updated: August 1, 2026

60-Day Money-Back Guarantee

You have 60 calendar days from the date your order is delivered to try Knead Pro and request a return. The delivery date is the date recorded by the carrier, so time spent waiting for delivery does not reduce your trial period.

Opened and reasonably used products are eligible. A qualifying return receives a refund of the full amount paid for the returned product, including applicable sales tax, to the original payment method. We do not charge a restocking fee.

Return Conditions

  • Contact us within 60 days of delivery and return the product using the instructions we provide.
  • Include the massager and all accessories supplied with it. The original packaging is helpful but is not required.
  • The guarantee does not cover products that have been deliberately damaged, altered, or used contrary to the supplied instructions.
  • Customers pay return postage for standard preference-based returns. Demurae pays reasonable return costs for an item we confirm is defective, damaged in transit, or incorrect.

How to Start a Return

  1. Email contact@demurae.com with your order number and a brief description of the return.
  2. We will confirm the return instructions and destination. Please do not send the product back before receiving those instructions.
  3. Keep your return tracking receipt until the refund is complete.

Refund Timing

We process approved refunds within 5–7 business days after the return is delivered to us and inspected. We will email you once the refund is issued. Your bank or card provider may take another 5–10 business days to post the credit to your account.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered, email contact@demurae.com as soon as possible with your order number and clear photos or video of the issue. Once confirmed, we will offer a replacement or full refund and cover reasonable return postage when a return is required.

Cancellations and Exchanges

Email us as soon as possible if you need to change or cancel an order. We can only cancel it before it has been dispatched. We do not currently offer direct exchanges; return the original order and place a new one instead.

For delivery information, see our Shipping Policy. Questions can be sent to contact@demurae.com.