Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can return your product for store credit, a different product, or a refund to the original payment method minus any applicable shipping costs.

You can always contact us for any return question at [email protected]

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Eligibility for refunds and exchanges

Your item must be unused and in the same condition that you received it.
Returned items must have tags still on and be returned in original product packaging.
Returned items must have no visible signs of wear or use.
To complete your return, we require a receipt or proof of purchase.
Only regular priced items may be refunded, discounted or sale items cannot be refunded.
If 30 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind.
We only replace items if they are defective or damaged.
Unfortunately, we cannot accept returns on sale items or gift cards.

To initiate a self-serve return in Shopify, please complete the following steps:

Log in to your account
In the Email field, enter your email address, and then click Continue.
In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
Go back to the online store, and then enter a six-digit verification code.
Click the order that you want to submit the return for.
If your order has more than one item, then select the items that you want to return.
Select a return reason and add a note for the store.
Click Request return.
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

To initiate a return by email, please complete the following steps:

Reply to your order confirmation email at [email protected] to request which products you would like to return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Print the prepaid return shipping label that you will receive by email.
Send the unused return item(s) back to us with tags and original packaging using the shipping label provided to Muscle & Spine, 28 Huron Street, Unit 102, Collingwood ON, Canada L9Y 1C4.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment minus any applicable shipping costs.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Late or missing refunds

We cannot guarantee that we will receive your returned item. If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

If you have done all of this and more than 15 business days have passed since we’ve approved your return, and you still have not received your refund yet, please contact us at [email protected]