Refund Policy

We want you to be happy with your RECOVRY order. If something isn't right, this page tells you what you can send back, how much time you have, who covers which costs, and when your money is back with you. We've kept it as clear as possible, because you should know where you stand before you order, not afterwards.

This policy applies to orders placed on getrecovry.com and delivered to the United States, the United Kingdom, Canada, Australia and New Zealand. It comes on top of your legal rights and takes none of them away. Section 16 summarizes your statutory rights by country.

1. The short version

• You have 90 days from the day your order is delivered to request a return.
• Items need to be unused and in their sealed original packaging.
• Faulty, damaged, incorrect or missing items: we cover everything. Return shipping plus a replacement or a full refund, your choice.
• Changed your mind: you cover the return postage. No restocking fee, and nothing else comes off your refund.
• Refunds go back to your original payment method within 14 business days of us receiving and checking your return.
• RECOVRY bandages are applied directly to the skin, so for hygiene reasons we can only take back products whose inner pouch is still sealed. See section 4.
• Please always email support@getrecovry.com before sending anything back, so we can give you the right return address.

2. Your 90-day return window

You have 90 days from the day your order is delivered to let us know you'd like to return something. You don't have to give a reason. If your order came in more than one parcel, the 90 days start when the last parcel arrives.

Once we've accepted your return request, you have another 14 days to post the item. The date you send it is what counts, not the date it reaches us, so please keep your proof of postage.

Past the 90 days? Write to us anyway. We look at every request individually and can often still help when there's a good reason. Returns of faulty items aren't limited to 90 days at all; see section 10.

3. Condition of returned items

For a full refund, an item needs to come back the way it left us:

• unused;
• with the inner pouch or seal unopened;
• undamaged and unaltered;
• in its original outer packaging, which we recommend keeping until you're sure you're happy.

You're welcome to open the shipping box and the outer packaging to have a good look at your product, just as you would in a shop. That never costs you your right to return it. What we can't resell is a product whose sealed pouch has been opened, or one that has been used, stored incorrectly [e.g. frozen or left in heat] or damaged after delivery.

If an item comes back in a condition that reduces its value, we won't simply refuse it. We'll send you photos, explain what we found, and offer you either a partial refund that reflects the loss in value, or the item back at our cost. See section 8.

4. Hygiene: what we can and cannot accept

RECOVRY bandages are pre-soaked and applied directly to the skin. To protect the next customer, we can't resell a product once its sealed pouch has been opened, and we can't accept such items as change-of-mind returns.

This isn't a way of saying no to returns. In practice it means:

• Accepted: you opened the shipping box and outer packaging, decided it isn't for you, and sent it back with the inner pouch still sealed.
• Not accepted: the inner pouch has been opened, or the bandage has been applied, even once.

If you opened or used a product and it turned out to be faulty or not as described, that's a different story. Section 10 applies, and we'll make it right.

5. Items that cannot be returned

We've kept this list short on purpose. Anything that isn't on it can be returned under section 2.

• Products whose sealed pouch has been opened, or that have been used, as described in section 4.
• Items damaged after delivery through accident, misuse or incorrect storage.
• Gift cards, where offered.

Sale items, discounted items and items bought with a promo code can be returned on exactly the same terms as everything else. We don't have a final-sale category.

6. How to start a return

1. Email us at support@getrecovry.com within 90 days of delivery. Tell us your order number, which items you'd like to return, and whether you'd prefer a refund or a replacement. For a damaged or incorrect item, please add a photo.
2. Wait for our reply. We answer within one business day. If your return is accepted, we'll send you a return authorization with the return address and packing instructions.
3. Pack the item securely in its original packaging, inside an outer envelope or box so the packaging isn't damaged on the way.
4. Send it within 14 days of receiving your return authorization, using a tracked service. Keep the tracking number and proof of postage until your refund has arrived.
5. Send us the tracking number. We'll confirm arrival, check the item and email you as soon as your refund is on its way.

Please don't send anything back before you've heard from us. Our returns facility only accepts authorized parcels, so an unannounced return may be refused by the carrier, and we can't guarantee that we'll be able to identify it. Already sent something? Email us the tracking number straight away and we'll do our best to trace it.

7. Who pays for return shipping

We pay when the item is faulty, damaged in transit, not what you ordered, or not as described. We'll either send you a prepaid label or reimburse your postage, up to the cost of a standard tracked service in your country. Please send us the receipt.

You pay when you've changed your mind or no longer want the item. You're free to choose your carrier; we only ask for a tracked service, because the parcel remains your responsibility until it reaches us. As a rough guide, a small tracked parcel costs around 5 to 15 USD depending on your country.

We don't charge restocking, administration or inspection fees, and we never deduct the original shipping cost from a refund for a faulty or incorrect item.

8. Refunds: amount, method and timing

What you get back

• The full price you paid for the returned items, including any tax charged on them.
• The original shipping charge too, if you return your entire order within 14 days of delivery, or if the return is due to a fault or a mistake on our side. If you return only part of an order, the original shipping charge stays with the items you kept.
• If your order qualified for free shipping because it reached 100 USD, and a return brings it below that amount, we may deduct the standard 4.99 USD shipping charge that would have applied to the items you kept. We'll always tell you before we do.

How and when

We check returns as soon as they arrive and email you to confirm approval. Once approved, we issue your refund to the original payment method within 14 business days of receiving the item, usually sooner. Refunds go to the card, PayPal account or wallet you paid with; we can't refund to a different card or by bank transfer.

If you're ordering from the United Kingdom and cancel under your statutory right of withdrawal, we issue your refund within 14 days of the goods reaching us, as the law requires. See section 16.

After we've issued a refund, your bank or card provider decides when it shows up on your statement. That usually takes 3 to 5 business days, occasionally up to 10 for international cards. If your card has expired or been replaced, the refund still reaches the same account in almost every case.

Partial refunds

We only issue a partial refund when a returned item has lost value because of how it was handled, and only after we've shown you what we found and agreed the amount with you. You can always choose to have the item sent back to you instead, at our expense.

9. Exchanges

Would you prefer a different size, variant or bundle? Just email us. We'll handle it whichever way is quicker for you:

• Direct exchange. We reserve the replacement and ship it as soon as your return is on its way to us. You pay nothing extra unless the new item costs more, in which case we'll send a payment link for the difference. If it costs less, we refund the difference.
• Refund and reorder. You return the original item for a refund and place a new order right away. This is often the fastest route when an item is selling quickly.

If an exchange is needed because we sent the wrong item or the item was faulty, shipping in both directions is on us.

10. Faulty, damaged or incorrect items

Please open your parcel and check it when it arrives. If anything is broken, missing or not what you ordered, email support@getrecovry.com with your order number and a photo. We'll put it right, and it won't cost you anything.

For a faulty item, you choose between a replacement and a full refund, including all shipping costs. We won't ask you to accept a repair or store credit instead.

Manufacturing defects. Beyond the 90-day return window, we cover manufacturing defects for 6 months from delivery [or until the expiry date printed on the product, whichever comes first. That includes pouches that arrive unsealed or leaking, bandages that arrive dried out, and fastenings that fail in normal use. Send us photos and we'll replace the item, or refund it if we can no longer supply it. This commitment sits on top of your statutory rights and doesn't replace them.

The defect cover doesn't extend to normal wear, accidental damage, incorrect storage, or use that doesn't follow the instructions.

11. Product use, storage and skin sensitivity

Skin sensitivity. Our products are made to be well tolerated, but no product suits absolutely everyone. If you know you react to certain ingredients or materials, please check the ingredient list on the product page before you order. If you do experience a reaction, stop using the product and tell us. If an item causes a reaction because it isn't made of what we described, it is a faulty item and we'll refund it in full. An unopened item can of course be returned under section 2 as usual.

12. Cancelling an order before it ships

We pack orders within 24 to 48 hours, so cancellations need to reach us quickly. Email support@getrecovry.com with your order number and "cancel" in the subject line. If your parcel hasn't left our warehouse yet, we'll cancel it and refund you in full, usually the same day.

If it has already shipped, we can't call it back, but you can return it under this policy once it arrives. Please don't simply refuse an international parcel without telling us, as refused parcels are sometimes destroyed by the carrier instead of being returned.

13. Parcels that are lost, refused or returned to sender

Lost in transit. If tracking hasn't moved for 10 business days, or your parcel hasn't arrived within the estimated delivery window, get in touch. We'll open an investigation with the carrier and, if the parcel can't be found, send a replacement or refund you in full. You don't have to wait for the carrier to finish investigating.

Marked delivered but not received. Please check with your household and neighbors first, and look for a safe-place photo in the tracking. Still nothing? Tell us within 14 days of the delivery scan and we'll investigate with the carrier and find a solution together.

Returned to sender. If a parcel comes back to us because the address was incomplete, nobody collected it, or customs charges weren't paid, we'll contact you. You can have it sent again for a new shipping charge, or receive a refund of the item price minus our original shipping cost.

Customs and import charges. Duties or taxes charged on delivery are set by your country and aren't ours to refund. If you return an item, ask your customs authority about reclaiming the import charges; most countries have a procedure for this.

Our Shipping Policy covers all of this in more detail.

14. Discounts, promotions and gifts

If you paid a discounted price, that discounted price is what we refund. If a discount applied to the whole order and you return only part of it, we recalculate the discount across the items you kept and refund the difference. You won't lose the benefit of a promotion because of a partial return.

A single-use discount code used on a fully refunded order can be reissued on request.

Free gifts and bundles. If you received a free item with a promotion and return the qualifying purchase, please send the free item back too. If you'd rather keep it, we deduct its retail value from your refund and tell you the amount first.

Items received as a gift. If someone gave you a RECOVRY product, contact us with the order number or the buyer's name and email address. We can arrange a return and issue you store credit for the item's value, so the person who bought it doesn't need to be told. Cash refunds can only go to the original payment method.

15. Model cancellation form

You don't have to use this form. An email telling us you want to cancel is enough. We provide it because customers in some countries are entitled to receive it.

To: RECOVRY, Canis Mayoris LLC, 312 W 2nd St Unity, WY 82601 United States. Email: support@getrecovry.com

• I hereby give notice that I cancel my contract of sale for the following goods:
• Ordered on / received on:
• Order number:
• Name of consumer:
• Address of consumer:
• Signature of consumer (only if this form is sent on paper):
• Date:

16. Your statutory rights

Everything above is our commercial policy, and in most respects it goes further than the law requires. It doesn't limit the rights the law gives you, summarized below for each country we ship to. Where our policy and your statutory rights differ, whichever is better for you applies.

United Kingdom Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason from the moment you place it until 14 days after you receive the goods. If your order arrived in several parcels, the period runs from the last one. You then have 14 days from telling us to send the goods back, at your own cost. In that case we refund the price of the goods plus the standard outbound delivery charge within 14 days of the goods reaching us. We may reduce a refund to reflect a loss in value caused by handling beyond what is needed to establish the nature, characteristics and functioning of the goods. This right of cancellation does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. Our 30-day policy is longer than the statutory period and applies alongside it.

Separately, the Consumer Rights Act 2015 gives you a 30-day right to reject goods that are faulty, not as described or not fit for purpose and to receive a full refund, and rights to repair, replacement or a price reduction after that, for up to six years in England, Wales and Northern Ireland and five years in Scotland.

Australia Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand If you buy as a consumer, the Consumer Guarantees Act 1993 gives you guarantees of acceptable quality, fitness for purpose and correspondence with description that cannot be contracted out of. The Fair Trading Act 1986 also applies to how we describe and advertise our products.

Canada Provincial and territorial consumer protection laws give you rights in addition to this policy, including implied warranties of merchantable quality. In Quebec, the Consumer Protection Act provides further rights for distance contracts, including a right of cancellation where required information is not provided.

United States Federal law doesn't generally require sellers to offer change-of-mind returns, so the 30-day window above is a commitment we make to you rather than a legal minimum, and we honor it as written. Your state may give you additional rights, and the FTC's Mail, Internet or Telephone Order Merchandise Rule entitles you to cancel and be refunded if we can't ship within the time we promised.

17. If your refund is late or missing

Refunds occasionally get held up between our payment provider and your bank. Before contacting us, please check your bank statement rather than only your app balance, and ask your card provider, since a posted refund isn't always visible right away.

If more than 5 business days have passed since we emailed you that your refund was issued, write to support@getrecovry.com and we'll send you the refund reference from our payment provider. Your bank can use it to locate the payment directly.

If you feel we haven't handled a return correctly, tell us and ask for a review. A person will look at it again and reply with a decision and a reason. We'd always rather sort things out with you directly than through your card issuer.

18. Contact us

RECOVRY is a trading name of Canis Mayoris LLC.

• Registered office: 312 W 2nd St Unity, WY 82601 United States 
• Email: support@getrecovry.com
• Phone: +1 (307) 220 0995
• Support hours: Monday to Friday: 9:00 - 18:00

Please don't send returns to the address above without a return authorization; we'll give you the correct return address when we accept your return.

We aim to answer every message within 24 hours.

Last updated: September 21, 2026.