Refund policy

At BackBay, we take great pride in the quality and care that goes into every product we offer. Our goal is to ensure that you are completely satisfied with your purchase. While all purchases made directly through our website are considered final sales, we do recognize that in rare circumstances, issues may arise. To ensure fairness and transparency, we have outlined below our Return & Exchange Policy for products that may be damaged or fall short of quality expectations.

Eligibility for Exchange

• Exchanges are permitted only in cases where the product is received in a damaged condition or does not meet BackBay’s quality standards.
  
• An exchange request must be initiated within 7 (seven) calendar days from the date of delivery.
  
• To initiate an exchange, you may be required to provide photographs or video evidence clearly highlighting the damage or defect.
  
• The product must be returned in its original packaging, along with any labels, tags, and accessories that came with it.
  
• BackBay reserves the right to refuse an exchange request if:
  
  • The request is made after the 7-day window.
    
  • The returned product does not match the issue described.
    
  • The product shows signs of use, tampering, or mishandling.
    
    

Exchange Process

1. Contact Us: Reach out to our Customer Service Team at support@backbay.life with your order number, details of the issue, and supporting images/videos.
   
2. Verification: Our team will verify the details and confirm if your request qualifies for an exchange.
   
3. Return Instructions: If eligible, we will provide instructions for returning the product.
   
4. Inspection: Once we receive the returned item, it will undergo a quality inspection.
   
   
5. Replacement:
   
   
   • If the product qualifies, we will ship you a replacement of the same item.
     
   • If the same product is unavailable, we will provide you the option of:
     
     
     • An equivalent product of equal value, or
       
       
     • A refund (processed to your original payment method within 7–10 working days).
       
       

Shipping & Handling

• BackBay will bear the shipping costs for both the return of the defective product and the dispatch of the replacement.
  
• Customers are requested to retain the original packaging and shipping box to ensure safe return transit.
  
• If the returned item is found ineligible for exchange, it will be shipped back to you at your expense.
  
  

Refunds (Exceptional Cases Only)

• Refunds will be issued only if a replacement or equivalent product is unavailable.
  
• All refunds will be processed through the original mode of payment used at the time of purchase.
  
• Processing timelines may vary depending on your bank or payment provider.
  
  

Purchases from Retail Stores & Other Partners

If you purchased BackBay products from a retail outlet, supermarket, e-commerce marketplace, or fitness center, please note that the return or exchange policy of that retailer will apply. We encourage you to contact them directly for assistance, as BackBay will not be able to process exchanges or refunds for purchases made through third-party sellers.

Policy Amendments

BackBay reserves the right to modify, amend, or update this policy at any time, without prior notice. All changes will be effective immediately upon posting on our official website.

Need Help?

For any questions or assistance, our Customer Service Team is here to help.
📧 Email: support@backbay.life