Return & Refund Policy — Restora
At Restora, our goal is to help you feel better every day, with quality recovery and wellness products backed by real customer support. Your satisfaction is our priority, and that's why we have a 30-day guarantee in place. If you're not happy with your purchase for any reason, please get in touch with us at our contact page.
This policy is provided in addition to, and does not limit, any rights you have under the Ontario Consumer Protection Act, 2002, the Sale of Goods Act (Ontario), or other applicable Canadian consumer protection law. Nothing in this policy affects your statutory right to a remedy where goods are not as described, not of merchantable quality, or not fit for purpose.
Order Fulfillment
Restora works with third-party suppliers to fulfill and ship orders directly to you. Because of this, processing times may vary by product and supplier. Estimated shipping and delivery times for each product are noted on the product page where available; please review these before completing your purchase.
Cancellation Policy
Keep in mind that any modifications or cancellations to an order must occur within 24 hours of placing it. After this period, we might not be able to fulfill your request, as the order may have already been sent to our supplier for processing and may not be recoverable once it enters their fulfillment system. Should you cancel within 24 hours, your refund will be processed within 10 business days, to the original payment method.
Internet Sales Disclosure (Ontario Regulation 17/05)
Where you are protected as a consumer under Ontario law, Ontario also requires that internet agreements include certain disclosures (such as an itemized list of goods, total price, delivery arrangements, and our legal name and contact information) before you complete your purchase. If we fail to provide these required disclosures, you may have the right to cancel your order within 7 days of receiving a copy of the agreement, or within 30 days if we fail to provide the agreement altogether, under Ontario's Consumer Protection Act, 2002. This is separate from, and in addition to, our standard 30-day return policy below.
Return Policy
We provide a 30-day return window for unused items returned in their original packaging. We don't issue refunds for used, worn, or damaged items due to normal use or misuse. If you return a non-approved item without a valid reason or outside the 30-day timeframe, we reserve the right to charge a restocking fee of up to 25% of the purchase price. This restocking fee does not apply to items that are defective, not as described, or returned due to our error, as your statutory rights under the Sale of Goods Act (Ontario) cannot be limited by this policy.
To start a return, email us within 30 days of delivery, providing your order number and return reason. Our team must approve all returns before you ship the product back. Because our products are shipped directly from our suppliers, return shipping addresses may vary by item, and we will provide the correct return address once your return is approved. Items must be returned in their original packaging and unused state, including all accessories, cables, and chargers included with the item. Include your order number and shipping name in your return package to facilitate prompt processing.
Customers bear return shipping costs, except for damaged, defective, or incorrectly shipped items. Shipping costs are not reimbursed except where required by law.
As returned items are inspected by our supplier rather than handled in-house, please allow up to 15 business days from the date the supplier confirms receipt for the item to be inspected, and a further 10 business days from confirmation for the refund to be issued. If you haven't received your refund after we've confirmed processing, please contact your financial institution, as processing times can vary by issuer.
All refunds are processed in US Dollars (USD), as per the original purchase currency. If you paid using a foreign currency or card, your financial institution may apply its own conversion rate and fees; we are not responsible for any difference arising from currency conversion.
Product Concerns
We take product safety seriously and encourage customers to use our products safely and responsibly. Many of our items — including neck and shoulder massagers, heating wraps, and other electronic recovery devices — involve heat, vibration, or electrical components. Please read and follow all product instructions, recommended session lengths, and safety warnings included with your item and available on our website before use. Do not use any product on broken skin, over injuries that have not been evaluated by a medical professional, or in ways not described in the included instructions.
If you experience pain, burning, numbness, dizziness, or any unexpected discomfort while using one of our products, discontinue use immediately and consult a healthcare provider if symptoms persist. Our products are intended for general wellness and muscle relaxation purposes only and are not a substitute for professional medical treatment, diagnosis, or advice. We are not responsible for damage or injury resulting from failure to follow included instructions, except as required by Ontario product liability and consumer protection law; any resulting refunds or replacements outside of that legal requirement will be at our discretion. Serious product safety incidents may also be reportable to Health Canada under the Canada Consumer Product Safety Act, and, where applicable, to the US Consumer Product Safety Commission.
Damaged Items
We work with our suppliers to package products carefully and prevent damage during shipping. An item is considered damaged if it has a defect, does not power on, or is physically broken. Damaged packaging from shipping, such as dented boxes, with a product in good condition, is not considered damage. If your item arrives damaged, inform us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage along with your order number. We will verify the claim with our supplier and determine your eligibility for a replacement or refund at no cost to you. We do not refund or accept returns for items damaged through normal use, wear and tear, or misuse, except where required by law.
Shipping and Delivery
As our products ship directly from third-party suppliers, delivery times vary by item and may take longer than orders fulfilled from local inventory; estimated windows are noted on each product page and can range from a few days to several weeks depending on the supplier's location. While we aim to deliver your order within the estimated window, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the courier, customs, supplier processing times, or other factors and issues that may arise during shipping. If you encounter any delivery issues, contact us or the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages once they have been handed to the courier with proof of shipment, except as required by applicable Ontario consumer protection law regarding delivery of goods purchased online.
This document was adapted for general use under Ontario and Canadian federal law, for a Canadian-based dropshipping business primarily serving US customers in USD. It is provided for informational purposes and does not constitute legal advice. Key changes from the original: rebranded from GlamourGlow to Restora, product-safety language updated for electronic/heated recovery devices rather than cosmetics, and refund currency updated to USD to match your store's pricing. Because you are now selling primarily to US customers, you should have this reviewed to confirm whether any US federal (e.g., FTC Mail, Internet, or Telephone Order Merchandise Rule) or state-level consumer protection requirements also apply to your business — this document currently only reflects the Ontario/Canadian side. Before publishing, also confirm your actual supplier's accepted shipping windows and return process so the timelines stated here (15 + 10 business days, 30-day return window) are commitments you can realistically keep.