Warranty & RMA Policy

This Warranty & RMA Policy applies to genuine Therabody products purchased from Therabody.ae or authorized Therabody Middle East retail partners.

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.

This policy is designed to provide customers with clear warranty support while protecting the integrity of the Therabody brand, the authorized retail network, and applicable consumer rights under UAE and GCC consumer protection regulations.

Warranty Coverage

All eligible Therabody products are covered by a 1-year limited warranty from the original date of purchase, unless a different warranty period is clearly stated on the product, invoice, warranty card, or applicable product documentation.

This warranty applies only to manufacturing defects in materials or workmanship that occur under normal intended personal use.

This warranty does not apply to damage caused by misuse, accidents, improper care, unauthorized repairs, commercial use, hygiene-related contamination, or any cause unrelated to manufacturing quality.

Who Is Covered

This warranty applies only to the original purchaser of the product.

To qualify for warranty support, the customer must provide valid proof of purchase from Therabody.ae or an authorized Therabody retailer in the UAE or GCC.

Products purchased from unauthorized sellers, grey market sellers, auction platforms, unknown marketplace sellers, social media sellers, private sellers, resellers not approved by Monster Middle East FZE, or sellers located outside the authorized regional distribution channel may not be eligible for warranty support.

Proof of Purchase Requirement

A valid proof of purchase is mandatory for all warranty claims.

Accepted proof of purchase may include:

Official tax invoice

Retail receipt

Order confirmation from Therabody.ae

Valid invoice from an authorized retailer or marketplace seller

The proof of purchase must clearly show:

Purchase date

Product name or model

Retailer or seller name

Invoice or order number

Customer details, where available

Products submitted without valid proof of purchase may be refused, returned unrepaired, or treated as out-of-warranty.

What Is Covered

This limited warranty covers confirmed manufacturing defects, including:

Defects in materials or workmanship

Failure of internal components under normal personal use

Charging or power issues caused by confirmed manufacturing fault

Mechanical or functional failure not caused by misuse, impact, liquid exposure, hygiene contamination, unauthorized modification, or commercial use

Product faults confirmed after inspection by the authorized service or support team

Warranty approval is subject to inspection and technical assessment. The existence of a fault does not automatically confirm that the fault is covered under warranty.

What Is Not Covered

This warranty does not cover:

Normal wear and tear

Cosmetic damage, scratches, marks, dents, discoloration, or fading that does not affect product performance

Damage caused by dropping, impact, pressure, crushing, mishandling, or accidents

Damage caused by liquid exposure, moisture, sweat, cleaning chemicals, oils, gels, lotions, or environmental exposure

Damage caused by misuse, abuse, negligence, improper storage, or failure to follow product instructions

Damage caused by incorrect charging, incompatible chargers, unstable power supply, voltage fluctuations, adapters, plugs, or third-party charging accessories

Damage caused by unauthorized repair, modification, tampering, disassembly, or use of non-approved parts or accessories

Damage caused by use outside the product’s intended purpose

Damage caused during customer transportation, courier handling, or return shipment where the product was not properly packed

Consumable parts, attachments, accessories, batteries, heads, tips, cases, straps, sleeves, cables, or packaging unless confirmed to have a manufacturing defect at the time of purchase

Products with removed, altered, damaged, or unreadable serial numbers

Products purchased from unauthorized sellers or grey market channels

Products used for commercial, professional, institutional, rental, demonstration, clinic, gym, spa, hotel, wellness center, or therapy center use unless specifically approved in writing by Monster Middle East FZE

Products sold as clearance, final sale, open box, display unit, refurbished, or sample stock unless the invoice clearly confirms warranty eligibility

Products that are unsafe, contaminated, unsanitary, or unsuitable for inspection

Hygiene, Sanitation, and Product Integrity

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 hygiene, sanitation, safety, and product-integrity reasons, any product submitted for warranty inspection must be clean, safe, complete, and suitable for handling by the service team.

Monster Middle East FZE reserves the right to refuse, delay, or return any product that is received in an unsanitary, contaminated, unsafe, or unsuitable condition.

A product may be considered unsuitable for inspection if it shows signs of:

Excessive residue

Sweat, oils, lotions, gels, or other substances

Odor or contamination

Liquid exposure

Physical damage creating safety risk

Missing parts required for safe inspection

Damage caused by poor packaging during return shipment

Where a product is refused for hygiene, sanitation, safety, or contamination reasons, it may be returned to the customer at the customer’s cost, where permitted by law.

Commercial Use Exclusion

Therabody products sold through Therabody.ae and standard retail channels are intended for personal consumer use only.

Use in commercial environments is not covered under the standard consumer warranty. This includes, but is not limited to:

Gyms

Clinics

Physiotherapy centers

Spas

Salons

Hotels

Sports clubs

Wellness centers

Rental businesses

Corporate wellness facilities

Medical or professional treatment environments

Commercial users must request written approval or a separate commercial warranty arrangement before purchase.

Without written approval from Monster Middle East FZE, commercial use may void the warranty.

Warranty Claims for Retailer and Marketplace Purchases

If the product was purchased from a retailer, marketplace, or third-party seller, the customer must first contact the original point of purchase.

The retailer or marketplace seller is responsible for managing the customer transaction, initial warranty claim, exchange, return, or refund process in line with their own terms of sale and applicable law.

Monster Middle East FZE may assist the retailer with technical validation where required.

Customers who did not purchase directly from Therabody.ae should not send products directly to Monster Middle East FZE unless instructed to do so in writing.

Warranty Claims for Therabody.ae Purchases

If the product was purchased directly from Therabody.ae, customers may contact Therabody.ae customer support for warranty assistance.

Customers may be required to provide:

Proof of purchase

Product model

Serial number, where applicable

Order number

Clear photos or videos showing the issue

Photos of the product condition

Photos of the packaging, where relevant

Description of the fault

Customer contact details

Delivery address

Any other information reasonably required to assess the claim

The support team may first attempt basic troubleshooting before approving an RMA inspection.

RMA Approval Required Before Return

No product should be returned without prior written approval from Therabody.ae or Monster Middle East FZE.

An RMA approval, Return Authorization, or Goods Return Confirmation must be issued before the product is shipped, collected, or delivered for inspection.

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

Issuing an RMA approval or Goods Return Confirmation does not confirm warranty approval. It only confirms that the product has been accepted for inspection.

Final warranty approval is subject to inspection and technical assessment after the product is received.

Customer Return Shipping Responsibility for Warranty Inspection

Where a product is approved for warranty inspection and the customer is instructed to send the product to Monster Middle East FZE, the customer must only ship the product after receiving written RMA approval or Goods Return Confirmation.

Unless otherwise confirmed in writing, the customer is responsible for:

Arranging the return shipment

Paying any initial return shipping costs

Using a reliable courier service

Properly packing and protecting the product

Including the RMA reference or Goods Return Confirmation details

Sharing courier tracking details with Therabody.ae customer support

Ensuring the product reaches Monster Middle East FZE safely and in suitable condition for inspection

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

If the warranty claim is approved after inspection, shipping responsibility and any applicable reimbursement, replacement shipping, or collection arrangement will be handled in line with the Warranty Policy, the nature of the claim, and applicable consumer protection laws.

If the claim is rejected, the customer may be responsible for return shipping, inspection, handling, or other reasonable charges where permitted by law.

Inspection and Assessment

All warranty claims are subject to inspection by Monster Middle East FZE, its authorized service partner, the original retailer, or an appointed technical assessment team.

After inspection, the product may be classified as one of the following:

Covered under warranty

Not covered under warranty

No fault found

Out of warranty

Customer-induced damage

Commercial-use damage

Hygiene or contamination issue

Unauthorized, non-regional, or grey market product

Unsafe or unsuitable for inspection

The final decision will be based on the product condition, proof of purchase, reported issue, inspection findings, warranty terms, and applicable consumer protection regulations.

Warranty Remedies

If a product is confirmed to have a manufacturing defect covered under warranty, Monster Middle East FZE or the authorized retailer may, at its discretion and in line with applicable law, provide one of the following remedies:

Repair of the product

Replacement with the same model

Replacement with an equivalent model if the same model is unavailable

Store credit, where legally and commercially applicable

Refund, where required by applicable law or where repair or replacement is not possible

The selected remedy will depend on the nature of the defect, product availability, warranty status, applicable law, and the original place of purchase.

Replacement products may be new, refurbished, functionally equivalent, or equivalent in value, depending on availability and applicable law.

Refund Limitation

Refunds are not automatically provided for all warranty claims.

A refund may only be considered where:

The product was purchased directly from Therabody.ae

A covered manufacturing defect is confirmed

Repair or replacement is not reasonably available

A refund is required under applicable consumer protection law

The product and claim meet all policy requirements

For products purchased from retailers or marketplaces, any refund must be handled by the original seller in accordance with their sale terms and applicable law.

No Fault Found

If the product is inspected and no fault is found, the warranty claim may be rejected.

In such cases, the product may be returned to the customer.

Any delivery, inspection, handling, or service charges may be payable by the customer where permitted by law.

Out-of-Warranty Support

Products may be considered out of warranty if:

The warranty period has expired

Proof of purchase is unavailable

The product was purchased from an unauthorized seller

The damage is excluded under this policy

The product was used commercially without written approval

The product was modified, repaired, or opened by an unauthorized party

The product is unsafe, contaminated, or unsuitable for inspection

The serial number is missing, altered, or unreadable

Where possible, out-of-warranty service may be offered on a chargeable basis.

Any cost estimate must be approved by the customer before paid service is carried out.

Accessories and Original Packaging

Customers should not send unrelated accessories, chargers, attachments, heads, cables, bags, packaging, manuals, or personal items unless specifically requested.

Monster Middle East FZE is not responsible for loss of accessories, packaging, manuals, attachments, or personal items sent without request.

Where replacement is approved, the customer may not automatically receive new packaging or accessories unless the approved resolution specifically includes them.

Product Safety and Misuse

Customers must use all Therabody products only in accordance with the official product instructions, safety guidance, warnings, and intended use.

Customers should not use a product if it appears damaged, overheated, swollen, leaking, cracked, unsafe, or operating abnormally.

Any suspected safety issue should be reported immediately to customer support with photos, videos, proof of purchase, and a clear description of the issue.

Unauthorized Sellers and Grey Market Products

Products purchased from unauthorized sellers are not covered by this regional warranty.

Unauthorized sellers may include:

Grey market sellers

Marketplace sellers not approved by Monster Middle East FZE

Cross-border sellers

Auction sellers

Social media sellers

Private resellers

Non-GCC importers

Sellers unable to provide a valid authorized invoice

Monster Middle East FZE reserves the right to reject warranty claims for products that were not supplied through the authorized regional distribution channel.

Counterfeit or Suspicious Products

If a product is suspected to be counterfeit, altered, tampered with, or not originally supplied through authorized channels, warranty service may be refused.

Monster Middle East FZE may retain relevant product details, serial numbers, seller information, and supporting documents for brand protection, legal, compliance, and anti-counterfeit purposes.

Limitation of Liability

To the maximum extent permitted by applicable law, Monster Middle East FZE, Therabody.ae, and their affiliates shall not be liable for indirect, incidental, special, consequential, or economic losses arising from product use, product failure, delayed service, denied warranty claims, rejected RMA requests, unavailable replacement stock, 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

Replacement rental costs

Medical, fitness, therapy, or business interruption costs

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

Warranty Does Not Replace Consumer Rights

This warranty is provided in addition to any non-excludable rights available to consumers 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.

Country-Specific Application

This policy is primarily intended for the UAE and GCC region.

Consumer protection rules may vary by country, including the UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, and Oman.

Where local law provides a higher mandatory consumer protection standard, the local mandatory standard will apply.

Where local law allows the seller or distributor to set reasonable warranty, inspection, return, RMA, hygiene, and shipping conditions, this policy shall apply.

Processing Timelines

Warranty review timelines may vary depending on:

Product condition

Availability of spare parts

Availability of replacement stock

Retailer response time

Courier timelines

Country of purchase

Customs clearance, where applicable

Completeness of customer documentation

Technical inspection requirements

Hygiene or safety review requirements

Monster Middle East FZE will make reasonable efforts to process warranty claims in a timely manner, but does not guarantee fixed processing timelines unless required by applicable law.

Repaired or Replaced Products

Where a product is repaired or replaced under warranty, warranty coverage will continue in accordance with applicable law and the remaining warranty period of the original product, unless local law requires otherwise.

Where applicable law requires an extension of warranty coverage for the period during which the customer could not use the product due to an approved warranty repair, such mandatory requirement will apply.

Refusal of Warranty Service

Warranty service may be refused if:

The customer fails to provide valid proof of purchase

The product is outside the warranty period

The product was purchased from an unauthorized seller

The product shows signs of misuse, abuse, liquid exposure, impact, tampering, or unauthorized repair

The product was used commercially without written approval

The product is unsafe, contaminated, unsanitary, or unsuitable for inspection

The serial number is missing, altered, or unreadable

The customer provides false, incomplete, or misleading information

The product was returned without RMA approval or Goods Return Confirmation

The product was damaged during customer-arranged shipping

The claim falls outside the warranty terms

Customer Responsibilities

The customer is responsible for:

Keeping proof of purchase

Using the product according to the official instructions

Maintaining the product properly

Stopping use if a safety issue is suspected

Reporting faults promptly

Providing accurate information

Providing photos, videos, serial numbers, and order details where requested

Not attempting unauthorized repairs

Obtaining written RMA approval or Goods Return Confirmation before sending any product

Packing the product safely for return shipment

Using a reliable courier where customer-arranged shipping is required

Sharing tracking details with customer support

Contacting the original seller when the product was not purchased from Therabody.ae

Ensuring the product is clean, safe, complete, and suitable for inspection

Contact for Warranty Support

For products purchased 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, serial number where applicable, and a clear description of the issue.

For products purchased from retailers, marketplaces, or third-party sellers, please contact the original retailer or seller first.

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

Monster Middle East FZE is committed to supporting genuine Therabody customers across the Middle East while ensuring that warranty claims are handled fairly, consistently, safely, and in accordance with applicable consumer protection regulations.

Warranty support is available only for eligible products purchased through Therabody.ae or authorized Therabody Middle East retail partners.

Products must not be returned for inspection unless written RMA approval or Goods Return Confirmation has been issued.

Products received without approval, without valid proof of purchase, in unsafe condition, in unsanitary condition, or outside warranty terms may be refused.

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