Returns & Refunds Policy

This Returns & Refunds Policy applies only to eligible purchases made directly through Therabody.ae.

Therabody.ae is operated in the Middle East by Monster Middle East FZE, the authorized regional distributor and support partner for Therabody products sold through authorized channels in the region.

If your product was purchased from a retailer, marketplace, or third-party seller, please contact the original point of purchase directly. Returns, refunds, exchanges, and cancellations for such purchases must be handled by the original seller in accordance with their own terms of sale and applicable law.

General Return Policy

Therabody.ae may consider return requests only for eligible products purchased directly from Therabody.ae, subject to the conditions of this policy.

To qualify for return consideration, the product must be:

• Unused
• Unopened
• Fully sealed
• In its original protective packaging
• In complete resaleable condition
• Accompanied by valid proof of purchase
• Returned with all accessories, manuals, inserts, cables, attachments, packaging, and promotional items, where applicable

Products that do not meet these conditions may be refused.

Hygiene, Sanitation, and Product Integrity Policy

Due to the personal-use nature of Therabody products, returns are not accepted once a product has been opened, unsealed, used, tested, worn, applied to the body, charged, powered on, or removed from its original protective packaging.

Therabody products are wellness, recovery, beauty, and personal care devices that may come into direct contact with the body, skin, face, hair, clothing, sweat, oils, lotions, gels, and other personal-use environments.

For this reason, opened or used products cannot be returned, exchanged, resold, or placed back into inventory for hygiene, sanitation, safety, and product-integrity reasons.

This policy applies to, but is not limited to:

Theragun massage devices

TheraFace devices

SmartGoggles

SleepMask

RecoveryAir compression products

TheraCup

Wave Series products

Hot and cold wearables

Attachments, heads, tips, cables, straps, sleeves, cases, accessories, and consumable parts

For customer safety and brand protection, Therabody.ae does not accept returns for opened or used products unless the product is confirmed to have a manufacturing defect covered under the Warranty Policy.

When is a Product Is Considered Opened or Used ?

A product may be treated as opened or used if:

The factory seal has been broken

The product packaging has been opened or tampered with

The product has been powered on, tested, charged, worn, handled, or applied to the body

The product shows signs of handling, use, residue, odor, marks, scratches, wear, sweat, oils, lotions, gels, or contamination

Accessories, attachments, manuals, inserts, cables, or packaging are missing or damaged

The product is no longer in original, sealed, unused, complete, and resaleable condition

Therabody.ae reserves the right to inspect all returned products before accepting or rejecting a return.

Change of Mind Returns

Change of mind returns may only be considered where the product is unopened, unused, fully sealed, complete, and in original resaleable condition.

Change of mind includes, but is not limited to:

Incorrect product selection

Unwanted gift

Duplicate purchase

Change in preference

No longer required

Product ordered by mistake

Therabody.ae reserves the right to refuse change of mind returns where the product has been opened, used, damaged, altered, unsealed, or is no longer in resaleable condition.

Non-Returnable Products

For hygiene, sanitation, safety, and product-integrity reasons, the following products are non-returnable unless confirmed defective under the Warranty Policy:

Opened products

Used products

Products with broken or tampered seals

Products removed from original protective packaging

Personal care, wellness, recovery, beauty, and hygiene-sensitive products

Massage devices, facial devices, compression products, sleep products, hot and cold wearables, and body-contact products once opened or used

Attachments, heads, tips, accessories, straps, sleeves, cables, cases, and consumable parts once opened

Products showing signs of handling, testing, use, wear, odor, residue, sweat, oils, lotions, gels, marks, scratches, or contamination

Products missing original packaging, manuals, inserts, accessories, cables, or protective materials

Clearance items

Final sale items

Promotional bundles unless the full bundle is returned complete, unopened, unused, and in resaleable condition

Gift cards, digital products, downloadable services, or registration-based services, where applicable

Products damaged after delivery due to customer handling, misuse, storage, or transport

Products purchased from retailers, marketplaces, third-party sellers, unauthorized sellers, or grey market sellers

Defective Products

Defective products are not handled under the general returns process.

If a product purchased directly from Therabody.ae is believed to be defective, the claim will be reviewed under the Warranty Policy.

Customers may be required to provide:

Order number

Proof of purchase

Product model

Serial number, where applicable

Photos or videos showing the issue

Photos of the packaging and shipping box, where delivery damage is claimed

A clear description of the issue

A return, repair, replacement, store credit, or refund will only be approved after assessment and in line with the Warranty Policy and applicable consumer protection laws.

Damaged Product on Delivery

If a product arrives visibly damaged, the customer must contact Therabody.ae customer support as soon as possible after delivery.

The customer should provide:

Order number

Photos of the outer shipping carton

Photos of the product packaging

Photos of the damaged product

Photos of the shipping label

A clear description of the issue

Claims for delivery damage may be rejected if reported late, if the packaging has been discarded, or if there is insufficient evidence to verify that the damage occurred during delivery.

Incorrect Item Received

If the customer receives an incorrect product due to an error by Therabody.ae, the customer must notify customer support within a reasonable time after delivery.

The product must remain unused, unopened, fully sealed, and in original packaging.

Once verified, Therabody.ae may arrange replacement, exchange, or another corrective action.

Return Approval and Goods Return Confirmation Required

No product should be returned without prior written approval from Therabody.ae.

A Return Authorization, RMA approval, or Goods Return Confirmation must be issued before the product is shipped, collected, or delivered back to Monster Middle East FZE.

Products returned without written approval or without a Goods Return Confirmation may be refused, delayed, returned to the customer, or held until the required information is provided.

Return approval does not automatically confirm refund approval. Final approval is subject to inspection after the product is received by Monster Middle East FZE.

Customer Return Shipping Responsibility

If a return is approved for an unopened, unused, fully sealed, and resaleable product, the customer is responsible for returning the product to Monster Middle East FZE at their own cost.

The product must only be shipped after the customer has received written return approval and a Goods Return Confirmation from Therabody.ae.

The customer is responsible for:

Arranging the return shipment

Paying all return shipping costs

Using a reliable courier service

Ensuring the product is properly packed and protected

Sharing tracking details with Therabody.ae customer support

Ensuring the product reaches Monster Middle East FZE in unopened, unused, fully sealed, complete, and resaleable condition

Therabody.ae and Monster Middle East FZE are not responsible for products lost, delayed, damaged, opened, tampered with, or mishandled during customer-arranged return shipment.

If the returned product is received damaged, opened, used, incomplete, unsealed, or no longer in resaleable condition, the return may be rejected and the product may be returned to the customer at the customer’s cost.

Return Inspection

All returned products are subject to inspection.

Therabody.ae reserves the right to reject a return if:

The product has been opened or used

The product is damaged

The product is incomplete

The product is missing accessories or packaging

The product seal has been broken or tampered with

The serial number is missing, altered, or unreadable

The product is not in resaleable condition

The product returned does not match the original order

The product was not purchased from Therabody.ae

The customer provided false, incomplete, or misleading information

The product fails hygiene, sanitation, safety, completeness, or resaleability checks

If a return is rejected, the product may be sent back to the customer. Any shipping, inspection, or handling charges may be payable by the customer where permitted by law.

Refunds

Approved refunds for Therabody.ae purchases will be processed to the original payment method used at checkout, unless otherwise required by applicable law or agreed by Therabody.ae.

Refund processing times may vary depending on:

Payment provider

Bank processing timelines

Card issuer

Original payment method

Internal review requirements

Therabody.ae is not responsible for delays caused by banks, payment gateways, or card issuers after the refund has been processed from our side.

Shipping Charges

Original shipping fees, delivery charges, customs duties, taxes, cash-on-delivery fees, handling fees, and payment processing fees are non-refundable unless the return is due to a confirmed error by Therabody.ae or where required by applicable law.

For approved returns of unopened, unused, fully sealed, and resaleable products, the customer is responsible for shipping the product back to Monster Middle East FZE at their own cost.

For confirmed defective, incorrect, or delivery-damaged products, shipping responsibility will be reviewed in line with the Warranty Policy, the nature of the claim, and applicable consumer protection laws.

Promotional Bundles and Gifts

If a product was purchased as part of a bundle, promotion, gift-with-purchase offer, discount campaign, or multi-item offer, the full bundle and all promotional items must be returned together.

All items must be unopened, unused, complete, and in original resaleable condition.

If any item is missing, used, opened, damaged, or not returned, Therabody.ae may deduct the value of the missing item from the refund or reject the return.

Exchanges

Exchanges may be offered at the discretion of Therabody.ae and are subject to product eligibility, product condition, and stock availability.

Opened or used products are not eligible for exchange unless confirmed defective under the Warranty Policy.

If the requested replacement product is unavailable, Therabody.ae may offer repair, replacement with an equivalent product, store credit, refund, or another resolution in line with applicable law and the nature of the claim.

Cancellations

Orders may be cancelled only if the order has not yet been processed, packed, dispatched, or handed over to the courier.

Once an order has been processed or shipped, cancellation may no longer be possible.

In such cases, the customer may request a return after delivery, subject to this policy.

Refused Deliveries

If a customer refuses delivery without valid reason, or fails to accept delivery after reasonable attempts, Therabody.ae may deduct shipping, return shipping, handling, storage, payment processing, or other reasonable charges from any approved refund, where permitted by law.

Failed Delivery or Incorrect Address

Customers are responsible for providing accurate and complete delivery details.

Therabody.ae is not responsible for failed delivery caused by incorrect address details, missing contact information, unavailable recipient, restricted access, or refusal to accept delivery.

Additional delivery charges may apply for re-delivery.

Products Purchased from Retailers or Marketplaces

Therabody.ae does not process returns, refunds, exchanges, or cancellations for products purchased from retailers, marketplaces, or third-party sellers.

Customers must contact the original seller directly.

This includes purchases from:

Physical retail stores

Online marketplaces

Authorized retail websites

Third-party sellers

Social media sellers

Cross-border sellers

The original seller is responsible for managing returns, refunds, exchanges, cancellations, and customer transaction matters in line with their own terms and applicable law.

Unauthorized Sellers

Products purchased from unauthorized sellers, grey market sellers, auction platforms, private sellers, or non-approved marketplace sellers may not be eligible for return, refund, exchange, or regional warranty support.

Therabody.ae and Monster Middle East FZE reserve the right to reject claims involving products not supplied through authorized regional channels.

Limitation of Liability

To the maximum extent permitted by applicable law, Therabody.ae, Monster Middle East FZE, and their affiliates shall not be liable for indirect, incidental, special, consequential, or economic losses arising from returns, refunds, delayed deliveries, rejected claims, product unavailability, or customer misuse.

This includes, but is not limited to:

Loss of income

Loss of business

Loss of opportunity

Loss of profit

Loss of use

Travel costs

Personal inconvenience

Third-party service costs

Medical, fitness, therapy, or business interruption costs

Nothing in this policy limits any rights that cannot be excluded under applicable consumer protection law.

Consumer Rights

This Returns & Refunds Policy is provided in addition to any mandatory consumer rights available under applicable UAE or GCC consumer protection laws.

Nothing in this policy is intended to limit or exclude any mandatory consumer rights that cannot be excluded under applicable law.

If any part of this policy conflicts with mandatory consumer protection law in the country of purchase, the mandatory legal requirement will apply only to the extent of that conflict.

Contact for Returns Support

For return requests relating to purchases made directly from Therabody.ae, please contact:

Therabody.ae Customer Support
Email: therabody@monsterme.com
Tel: +971.4.883.04.05

Please include your order number, proof of purchase, product details, and reason for return.

Company Details

Therabody.ae is operated in the Middle East by:

Monster Middle East FZE
NC7, Jebel Ali Free Zone
Dubai, United Arab Emirates
P.O. Box 18413
Tel: +971.4.883.04.05
Email: therabody@monsterme.com

Final Statement

Therabody.ae is committed to handling eligible returns and refunds fairly, transparently, and in line with applicable consumer protection regulations.

Due to the hygiene-sensitive and personal-use nature of Therabody products, opened or used products cannot be returned unless confirmed defective under the Warranty Policy.

Approved returns for sealed and resaleable products must only be sent after written approval and Goods Return Confirmation. Customer-arranged return shipping is at the customer’s cost and risk unless otherwise required by applicable law.

This policy may be updated from time to time to reflect changes in law, operational requirements, brand guidelines, or service procedures.