Refund policy

Last Updated: 1st November 2025

At EaseSpine, we are committed to providing pain relief products that truly work. Because we believe in the effectiveness of our devices, we offer a 90-Day Money-Back Guarantee on eligible products.

If more than 90 days have passed since your order was delivered, unfortunately we cannot offer a refund or replacement.

1. How to Reach Us

Our customer support team responds within 24 hours during business hours (Mon–Fri, 9 AM–5 PM AEST).

Email: info@get-ease.com

When contacting us, please include:

  • Your full name and order number
  • The issue or concern
  • Purchase date

⚠️ Note: Some third-party websites impersonate EaseSpine™. If we cannot locate your order ID, it may have been placed with an unauthorised seller. Only orders from get-ease.com are eligible for our guarantee.

2. Return Eligibility

You are eligible for a return under the 90-day guarantee if:

  • The product is a physical EaseSpine device purchased directly from our website.
  • The product is in good physical condition (not broken, burned, or missing parts).
  • You contact us within 90 days of delivery for a return authorisation.

Non-returnable items include:

  • Patches, gels, supplements, or consumables
  • Free gifts, accessories, or promotional items
  • Digital warranties or extended service plans

3. How to Start a Return

  1. Email info@get-ease.com to request a Return Merchandise Authorisation (RMA).
  2. Follow the instructions provided by our support specialist.
  3. Once approved, you will receive a confirmation email with the return address and shipping guidelines.

Important: Do not return any products without an approved RMA, as our warehouse cannot process unauthorised packages.

4. Return Shipping

Customers are responsible for shipping costs when sending returns to our warehouse. We do not provide prepaid labels. Please ship via a trackable method and retain proof of delivery.

Shipping costs are non-refundable. We recommend including all manuals and accessories with your return.

5. Damaged or Defective Items

Please inspect your order upon delivery and notify us within 7 days if:

  • The product is damaged,
  • Defective, or
  • You received the wrong item.

Email info@get-ease.com with clear photo and video proof of the issue. Once validated, we'll provide one of the following options:

  • A replacement unit (you cover the shipping fee, we cover the item), or
  • A refund, depending on the case.

6. Refund Process & Timing

After receiving and inspecting your return:

  • Inspection takes 2–3 business days.
  • Approved refunds are processed within 5–7 business days back to your original payment method.
  • Your bank or credit card provider may take additional time to post the credit.

You'll receive an email confirmation once your refund has been issued.

7. Lost or Stolen Packages

EaseSpine is not responsible for packages confirmed as delivered to the address provided at checkout. If you believe your package is lost or stolen:

  1. Contact your local carrier or Australia Post to file a claim.
  2. Notify us at info@get-ease.com, and we'll help with the investigation.

We cannot guarantee a full refund or replacement for lost or stolen items, but we'll assist where possible.

8. Exchanges

We don't offer direct exchanges. If you want a different product, please complete a return (if eligible) and place a new order.

9. Contact Information

For all refund or replacement requests:

EaseSpine Email: info@get-ease.com

10. Thank You

We appreciate your trust in EaseSpine and are committed to helping you relieve pain and improve mobility with confidence.