Refund policy
Last updated: September 28, 2026
We want your gift to land well. If it doesn't, here's exactly how returns work.
30 days to return
You have 30 days from the day your order is delivered to start a return.
Changed your mind?
Items must be unused and in their original packaging, with all attachment heads and the charging cable. For hygiene reasons, we can't accept massagers that have been used unless they're faulty. You pay the return shipping. Please use a tracked service, because we can't refund a parcel that doesn't reach us.
Faulty or damaged?
If your item arrives damaged, or stops working within 90 days of delivery, we'll replace it or refund you in full, including any return shipping. Email us a short description and a photo or video of the problem. In many cases we won't need the item back.
How to start a return
- Email us at gentlereachsupport@gmail.com with your order number and the reason for the return.
- We'll reply within 2 business days with our return address in Canada and instructions. Please don't send anything back before you hear from us.
- Ship the item back with tracking and send us the tracking number.
Refunds
Once your return arrives and we've checked it, we'll email you and refund your original payment method within 5 business days. Your bank or card issuer may take a few more days to show it. Original shipping charges are refunded only if the item was faulty or damaged.
Late orders
If your order hasn't arrived within 30 days of the latest estimated delivery date we gave you, you can cancel it for a full refund. Just email us.
Cancellations
Email us as soon as possible. If your order hasn't been sent to our fulfillment partner yet, we'll cancel it and refund you in full. Once it has shipped, you can return it under this policy.
Gifts
If the massager was a gift, the person who placed the order should contact us to start the return. Refunds go back to the original payment method.
Questions
Email gentlereachsupport@gmail.com. We're a small business and we read every message.