Refund and Returns Policy

Business Name: GroundAgency LLC
Website: https://groundagency.shop
Email: ask@groundagency.shop
Phone: 209-658-7640
Address: 100 Ocean Court, Atwater, CA 95301, USA
Niche: Smart Neck Massagers

1. Overview

At GroundAgency.shop, customer satisfaction is our priority.
We are committed to providing high-quality smart neck massagers designed for comfort, wellness, and relaxation.
This Refund Policy explains how returns, refunds, and exchanges are handled for your purchases.

By placing an order, you agree to the following terms.

2. 30-Day Return Policy

We accept returns and refund requests within 30 days of the delivery date.

To qualify for a return:

• The item must be unused, clean, and in original condition
• All accessories and packaging must be included
• The product must be free from wear, damage, or misuse
• Proof of purchase (order number or receipt) is required

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

• Used smart neck massagers
• Items with visible wear or sweat/contact use
• Products damaged from improper use
• Missing accessories or parts
• Personalized or custom items (if applicable)
• Clearance or final-sale items
• Gift cards

4. Damaged, Defective, or Incorrect Items

If your order arrives:

• Damaged
• Defective
• Not functioning
• Incorrect

Please contact us within 7 days of delivery.

Include:

• Order number
• Photos or videos of the issue
• A brief description of the problem

Once reviewed and approved, we will offer:

• A free replacement, or
• A full refund

You may not be required to return the defective item unless requested.

5. Change of Mind Returns

If you simply decide you no longer want the product:

• Eligible items may be returned within 30 days
• Return shipping fees are paid by the customer
• Refunds will be issued after product inspection

The product must be unused, undamaged, and in original packaging.

6. Refund Processing

Once your returned item is received and approved:

• Refunds are issued to the original payment method
• Processing time: 3–7 business days
• Banks/payment processors may take additional time to reflect the refund

If you have not received your refund after 10 business days, please contact us.

7. Order Cancellations

You may cancel an order within 12 hours of purchase.
After processing or shipping begins, cancellations may not be possible.

8. Shipping Fees

• Original shipping fees (if any) are non-refundable
• Return shipping fees are the customer’s responsibility unless the item was defective/incorrect

9. Lost or Stolen Packages

If your package is marked “Delivered” but you cannot locate it:

• Check with neighbors and surrounding delivery areas
• Verify the delivery address
• Contact the carrier

GroundAgency LLC is not responsible for lost or stolen packages after delivery but will assist in filing a claim if needed.

10. How to Request a Return or Refund

To request a return, replacement, or refund, contact us:

📧 ask@groundagency.shop
📞 209-658-7640

Please include:

• Full name
• Order number
• Reason for return/refund
• Photos/videos (if applicable)

Our support team typically replies within 24–48 business hours.

11. Policy Updates

We may update this Refund Policy periodically.
Revised versions will be posted on this page with a new effective date.