REFUND POLICY — CoreEase™

REFUND POLICY — CoreEase™
60-Day Money-Back Guarantee

At CoreEase™, your satisfaction is our priority. If for any reason you are not fully satisfied with your order, you have 60 days from the date you receive your package to contact us and request a refund.

This commercial guarantee is in addition to any statutory cancellation rights you may have under applicable consumer law (for example, the 14-day cooling-off period for customers in the EU and UK).

How to request a refund
Send us an email at contact@trycoreease.com with:
- Your order number
- The reason for your request
- Photos of the product if it is defective or has a visible defect
- The model received (if your request concerns a product error)

Our team will respond within 24 business hours and guide you through the return process.

Refund conditions
For hygiene reasons and in accordance with the rules applicable to wellness devices in direct contact with the body, we ask that the returned product meet the following conditions:
- The product must be unused, clean, and odor-free (perfume, sweat, cleaning products)
- The product must be returned in its original packaging, with its protective materials, plastic films, and instructions
- The original hygiene seals must be intact and still attached to the product
- No signs of use (marks, damage, soiling, stains, odors) may be visible
- The request must be made within 60 days of receipt
- Return shipping costs are the customer's responsibility, except in the case of a defective product, our error, or an exchange (see dedicated section)
- Every refund is subject to a flat administrative and payment-processing fee of $5 (or the equivalent in your local currency). This amount is automatically deducted from the refunded sum.

Any product returned that does not meet these conditions will not be eligible for a refund and will be returned to you at your expense.

Free product exchange
If the product you received does not suit you, we offer a free exchange within 60 days of receipt, while stocks last.

To benefit from this exchange:
- Contact us at contact@trycoreease.com, specifying the original product and the desired replacement product
- The product must be returned unused, clean, in its original packaging, with its hygiene seals intact
- CoreEase™ covers the cost of reshipping the new product
- Exchanges are limited to one exchange per order

⚠️ To avoid any disappointment, we encourage you to carefully review the product page (dimensions, features, usage guidance) before placing your order. If in doubt, our customer service team is available to help you choose the product best suited to your situation.

Package not received
If you have not received your package within the stated timeframe (7 to 12 business days after dispatch), contact us at contact@trycoreease.com.

Any refund request for non-receipt will require the following two documents:
- A signed written statement confirming non-receipt of the package
- A copy of a valid photo ID (passport or national ID card), scanned or photographed

Without both documents, no further action can be taken on the request.

Before making a claim, we ask you to:
- Check the status of your package using the tracking number sent by email
- Contact the carrier indicated in your shipping email
- Check with your neighbors and any local pickup point in case the package was left there

Refund timeframe
Once your return has been received and inspected, the refund will be issued within 5 to 10 business days using the original payment method. The refunded amount corresponds to the sum paid at the time of the order, less a flat fee of $5 (administrative and payment-processing costs).

Depending on your bank, the refund may take a few extra days to appear on your account.

Defective product or our error
If you received a defective product (damaged device, visible manufacturing defect) or a product different from the one ordered, we cover all return costs and will refund or reship your order at no additional charge.

In this case, please send us at contact@trycoreease.com:
- Your order number
- A detailed description of the defect
- At least 2 clear photos of the defect

Our team handles this type of claim as a priority, usually within 24 hours.

Special cases
Bundles and promotional offers (buy 1 get 1 free, duo and trio packs): in the case of a partial return of a bundle, the refund will be calculated based on the unit price displayed on the website, excluding the promotional offer. If you wish to return the entire bundle, the refund will be issued for the total amount actually paid.

Promotions and sales: products purchased on promotion are refundable under the same conditions, except for final sales (marked "non-refundable" on the product page).

Accessories: for strict hygiene reasons, unboxed or used accessories can only be refunded if they have a proven manufacturing defect.

Gift cards: gift cards are neither refundable nor exchangeable for cash.

Contact
📧 contact@trycoreease.com
🕐 Customer service hours:
Monday to Friday: 8:00 AM – 12:00 PM / 2:00 PM – 6:00 PM
Saturday & Sunday: 10:00 AM – 12:00 PM / 2:00 PM – 5:00 PM

Guaranteed response within 24 business hours.