Refund policy

Last updated: October 13, 2026

Every Stillwell order is covered by The No-Lose Promise, wherever you live: 90 nights to try it at home, easy returns, fast refunds and a 2-year warranty. This policy explains exactly how returns, refunds, exchanges and the warranty work, in the United States and everywhere else we ship. It is part of our Terms of Service.

At a glance

Home trial	90 nights (about 3 months) from delivery, in every country we ship to. Any reason. Used is fine.
Return shipping	United States: always free. Your prepaid label arrives by email within 1 business day. You pay nothing at the post office. Rest of the world: we email you a prepaid label wherever one is available in your country. If not, send it back with any tracked service, and we refund your return postage, up to $20, together with your refund.
Refund timing	Issued as soon as the carrier scans your return (its first tracking scan), not when it reaches us. Your bank posts it in 3–5 business days (some take up to 10).
Refund method	Your original payment method, in U.S. dollars. Never forced store credit.
Fees	None. No restocking fees, and nothing is ever taken out of your refund for return shipping. Return your whole order and we refund the shipping you paid, too.
Both Knees Kit	Return both wraps for a full refund. Or return one wrap, keep the other and get $80 back. Either way, the bonuses are yours to keep.
Damaged or defective on arrival	Free replacement or full refund, your choice, in every country. If we need the item back, the return is always free.
Warranty	2 years, worldwide. The replacement ships first. Your order number is your warranty.
Cancellations	Free until your order ships.
Start a return or claim	Our contact form or support@stillwell.com. A real person answers within 1 business day.

1. The 90-night home trial

Every body is different, so we give you time to feel the difference at home. You have 90 nights, counted from the day your order is delivered, to decide whether a product is right for you. If it isn't, for any reason, send it back for a full refund.

Used is fine. Wear it, charge it and use it every day. That's what the trial is for.
Any reason is fine. It didn't help as much as you hoped, it isn't comfortable for you, or you simply changed your mind. You don't need to explain, follow a routine or prove anything.
No original packaging needed. Any sturdy box or padded envelope works.
Every product is included: The Knee Wrap, The Back Belt, The Shoulder Wrap, The Neck Rest and The Seat Support.
Wherever you live. The 90-night trial works the same in every country we ship to.

How the 90 nights are counted

Your trial starts on the delivery date shown in your tracking.
If your order arrives in more than one package, each item's 90 nights start on the day that item is delivered.
To use your trial, just contact us by night 90. That's the only deadline that matters. Even if you write to us on night 90, your return is covered.
If we email you a return label, it's valid for 14 days. If you can't get to the post office in time, just ask and we'll email you a new one. Your refund is never lost because a label expired.

2. How to return an item

Tell us. Write to us through our contact form, email support@stillwell.com or simply reply to your order confirmation email. Include your order number (or the name and email address on the order) and the item you're returning. "I'd like to return it" is enough. If you'd like to tell us why, it helps us improve, but it's never required.
Get your free label. Within 1 business day, we'll email you a prepaid return label and short packing instructions. Outside the United States, see "Returning from outside the United States" below.
Pack it. Switch the device off and pack it in any sturdy box or padded envelope with its charging cable (and the remote, for The Neck Rest). Can't find the cable? Send what you have. A missing cable never holds up your refund. Everything else in the box, such as exercise plans and guides, resistance bands, the door pulley, move cards, extenders and spare cushions, is yours to keep.
Drop it off. Attach the label and hand the package to the carrier shown on it, at any of its locations or drop boxes. The label is prepaid, so there's nothing to pay. If getting out is hard, many carriers can pick it up from your door for free, and we're happy to help you schedule it. Keep your drop-off receipt or tracking number.
Get your refund. We refund you as soon as the carrier scans your package, and we email you to confirm. From that first scan on, the package is our responsibility.

Always use the free label or the return instructions we email you. They make sure your package is tracked, so we can refund you the moment it's scanned. Please don't mail returns to our business address in Boca Raton: it's not a returns center, so a package sent there can't be processed as quickly.

Sometimes, for lower-cost items or when shipping an item back doesn't make sense, we'll refund you and let you keep it. If so, our reply will say so.

Returning from outside the United States

Your 90 nights, the "any reason" promise and "used is fine" work exactly the same wherever you live. Only the shipping step is a little different:

Where a prepaid label is available in your country, we email it to you within 1 business day, just like in the U.S. You pay nothing to send it back.
Where it isn't, we email you the return address and simple instructions within 1 business day. Send your package with any tracked postal or courier service, and reply with your tracking number and a photo of your postage receipt. We refund your return postage, up to $20, together with your refund.
Your refund is issued as soon as tracking shows your package on its way, at its first scan, just like in the U.S.
Need a customs form? Our instructions show you exactly what to write, so your return travels smoothly.

In this policy, "United States" means the 50 states and Washington, D.C. Every other address, including U.S. territories, follows the steps above.

3. Your refund: when, how much and where

When

We issue your refund the moment the carrier first scans your return package, not days later when it reaches us. If you hand it over at a counter, that's usually the same day. You'll get an email confirming it.

You drop it off. The carrier scans it.
We refund you as soon as that scan shows up, and email you to confirm.
Your bank posts the money in 3–5 business days. Some take up to 10.

How much

The full price you paid for each item you return, after any discount, plus any sales tax you paid on it at checkout.
Returning your whole order? We also refund the shipping fee you paid ($4.90 on orders under $150). You end up exactly where you started.
Keeping part of your order? We refund every item you send back. The shipping fee stays as it was, because it paid for delivering what you kept. We never deduct shipping from a refund, and we never charge you shipping afterward, even if what you keep comes to less than $150.
Return shipping never comes out of your refund. In the U.S., the label is always free. Outside the U.S., the label is free wherever one is available, and if it isn't, we add your return postage, up to $20, to your refund.
Import charges outside the U.S. If you paid import taxes or duties when your order arrived, they went to your country's customs, not to us, so they aren't part of our refund. In some countries, you can ask customs to refund them for goods you send back, and we're happy to send you any documents you need.

Where and how fast

Refunds go back to your original payment method, including cards, Shop Pay, Apple Pay and Google Pay. If you paid in installments, the refund is applied to your installment plan.
Most banks post the refund within 3–5 business days. Some take up to 10.
Refunds are issued in U.S. dollars, the currency you paid in. If your bank converts it to another currency, the amount you see may differ slightly because of exchange rates.
We never force store credit. If you'd rather have store credit, just ask.

Haven't seen your refund 10 business days after our confirmation email? Check with your bank first, since refunds sometimes show up as a pending credit. Then write to us. We'll send you the refund confirmation from our payment processor and follow up until the money arrives.

4. The Both Knees Kit and orders with more than one item

The Both Knees Kit

Keeping one wrap? Return one Knee Wrap and keep the other one, plus every bonus in the kit. We refund $80, the difference between the Both Knees Kit ($219) and One Knee ($139).
Returning both wraps? Send back the two wraps with their charging cables, and we refund the full price you paid for the kit. The 6-week plan, resistance bands, move card and fit extender are yours to keep, and so is the gift box.

Orders with more than one item

You can return any item on its own. Each item has its own 90 nights, and we refund each one as soon as its package is scanned.

5. Exchanges

Would a different product suit you better? Exchanges are free.

Tell us what you'd like instead.
We email you a prepaid label for the item you're sending back. Outside the U.S., where no label is available, we refund your return postage up to $20, as explained in section 2.
Your new item ships as soon as the carrier scans your return.
If the new item costs less, we refund the difference. If it costs more, we send you a secure payment link for the difference.

Your new item gets its own 90-night trial, starting the day it's delivered, and its own 2-year warranty.

Need the same item replaced because something isn't working? That's covered in sections 6 and 7, at no cost to you.

6. Damaged, defective, wrong or missing items

Every order is checked before it ships. If something still arrives damaged, doesn't work, isn't what you ordered or is missing a part, we'll make it right fast, in every country we ship to, always at no cost to you.

Your choice: a free replacement, shipped right away, or a full refund for the item, plus the shipping fee if you paid one.
Nothing to return first. We ship your replacement before you send anything back. If we need the original item, we'll include a prepaid label. Outside the U.S., if a label isn't available, we refund your full return postage, with no $20 limit.
Missing a part or accessory? We send it right away, at no cost.
Wrong item? We send the right one, plus a prepaid label for the one you received.

Tell us any time during your 90 nights. A photo or short video helps us fix it faster and make sure it doesn't happen again, but it's never required. After the 90 nights, the 2-year warranty takes over.

Package lost, late or damaged in transit? Our Shipping Policy explains how we handle delivery problems.

7. The 2-year warranty

Every Stillwell product is covered for 2 years from the day it's delivered, wherever you live. If it stops working as it should in normal use, because of a defect in materials or workmanship, we ship you a brand-new one first. There's nothing to register. Your order number is your warranty.

What's covered

Product	Covered for 2 years
The Knee Wrap	Battery and charging, heating elements and all 3 heat levels, vibration motors, red light ring, buttons and controls, 15-minute auto-off, charging cable
The Back Belt	Rechargeable controller and battery, heating, vibration motors, hand pump, valve and air columns (it holds air), buttons and controls, charging cable
The Shoulder Wrap	Clip-on controller and battery, heating, vibration motors, buttons and controls, charging cable
The Neck Rest	Battery and charging, heating, massage motors, EMS pulse function, buttons, remote control, charging cable
The Seat Support	Stitching and seams, and the structure that holds its shape: the two back panels, the lumbar base and its cushioned pads

A battery is covered if it stops charging or no longer lasts through a full session.

What's not covered

Accidental damage, such as drops, crushing, cuts, liquid spills or pet damage
Damage from misuse, or from use that goes against the product instructions or our safety guide, such as washing or soaking the electronics or charging with a damaged cable
Normal wear of fabrics, covers and straps over time, such as pilling, fading or stretching
Cosmetic marks that don't affect how the product works
Products that have been opened, repaired or modified by anyone other than us
Loss or theft
Products that weren't bought from Stillwell

Even if your situation isn't covered, write to us. We'll always look for a way to help.

How to make a warranty claim

Write to us through our contact form or at support@stillwell.com. Include your order number (or the name and email address on the order), the product and a short description of what's happening.
We may suggest a quick check first, like a full charge or a different USB adapter. A photo or short video helps us confirm the problem faster, but it's not required.
If the quick check doesn't fix it, we ship your replacement within 1–3 business days, with tracking and at no cost to you. You don't send anything back first. It travels on the same tracked service as a regular order. Delivery times are in our Shipping Policy.

What to do with the faulty device

Stop using it. If a device ever gets much hotter than usual or its battery looks swollen, switch it off, unplug it and contact us right away.
Keep it until you hear from us. In most cases, we'll email you a prepaid label with your replacement. Outside the U.S., if a label isn't available, we'll send you return instructions and refund your full return postage. Please send the faulty device back within 30 days of receiving the replacement, so we can inspect it and keep improving our products. Need more time? Just tell us, and we'll send a new label.
If we tell you not to send it back, please take it to an electronics recycling drop-off. Our devices have rechargeable lithium batteries, so they should never go in household trash or recycling bins.

Warranty details

Who's covered: the original buyer and anyone who received the product as a gift.
Replacements: a replacement is covered for the rest of the original 2 years, or for 90 days from its delivery, whichever is longer.
Discontinued products: if a product is no longer available, we'll send the closest equivalent or, if you prefer, refund what you paid for it.
Warrantor: UNITIENDA LLC, which operates Stillwell, 4800 North Federal Highway, Suite B200, Boca Raton, FL 33431, United States. Please don't send products to this address. We'll always give you a prepaid label or return instructions.

Your legal rights

Written warranties in the U.S. include a few standard legal sentences. Here they are. This is a limited warranty. It gives you specific legal rights, and you may also have other rights that vary from state to state and from country to country. To the extent allowed by law, any implied warranties, including warranties of merchantability and fitness for a particular purpose, last only as long as this 2-year warranty. Some states and countries don't allow limits on how long an implied warranty lasts, so that limit may not apply to you. Nothing in this policy limits any rights you have under the consumer protection laws of the state or country where you live.

8. Gifts

Their 90 nights start on the day the gift is delivered to them.
Either of you can start a return. The refund goes to the original payment method of the person who bought the gift.
Gift recipients can exchange. If they'd prefer a different product, we'll arrange a free exchange and handle any price difference discreetly.
The price stays private. We never share it with the gift recipient.
The warranty covers them, too. All they need is the order number, or the name and address the gift was shipped to.

9. Cancellations and order changes

Free until it ships. To cancel your order or change it (items or shipping address), reply to your order confirmation email or use our contact form. If it hasn't been handed to the carrier yet, we'll make the change, or cancel it and refund you in full to your original payment method.
Write to us soon. Orders are usually prepared and handed to the carrier within 1–3 business days.
Already shipped? We can't stop it anymore, but you're still covered. When it arrives, start a return under your 90-night trial. Please don't refuse the delivery: refused packages can take weeks to travel back, and that would delay your refund. Outside the U.S., if you're thinking of refusing a package because of import charges, please write to us first. Our Shipping Policy explains how refunds work in that case.
If we can't ship on time, we'll email you a new estimated date, and you can cancel for a full refund.

10. Product promises

Some products come with an extra promise, on top of everything above.

The Back Belt: holds air, or we replace it. If your belt ever loses air within 2 years, we ship a new one first.
The Back Belt: fits your waist, or we swap it. With the included extender, it fits waists from 29 to 49 in (74 to 125 cm). If it doesn't fit you, tell us within your 90 nights, and we'll exchange it or refund you in full.
The Shoulder Wrap: easy to put on, or free to return. If you can't put it on by yourself, return it within your 90 nights for a full refund, even if you've worn it.
The Neck Rest: love it, or get a full refund. If you don't love it, or the massage or the pulse ever feels uncomfortable, stop using it and return it within your 90 nights for a full refund.
The Seat Support: fits your seat, or keep it. If it doesn't fit your car seat or chair, tell us within your 90 nights. We'll refund you in full, and you don't have to send it back.

11. What we never charge

No restocking fees
No return shipping fees in the U.S., and return postage refunded up to $20 everywhere else
No fees for exchanges or warranty replacements
No forced store credit
No subscriptions. You pay once, and we never charge you again without asking.

12. Payment disputes and chargebacks

Your bank's and card company's protections always apply to your purchase. We simply ask that you write to us first, because it's usually much faster: we answer within 1 business day and can usually fix the problem, or refund you, within days. A bank dispute can take 30 to 90 days.

While a dispute is open, the bank holds the payment, so we usually can't send a separate refund until the case is closed. If you've already opened a dispute, let us know, and we'll work with your bank to resolve it as quickly as possible. We'll give the bank the details of your order, such as tracking and any refund confirmation, so it can decide quickly.

13. Fair use

Our promise is built on trust, and almost everyone uses it the way it's meant. This section is only about fraud. If you're returning something because it wasn't right for you, none of it affects you. To keep the promise this generous for everyone:

Returns and warranty claims apply to products bought from Stillwell. For products bought elsewhere, please contact the seller.
Returns must be started within 90 nights of delivery. After that, the 2-year warranty covers defects.
Please send back the product you received. We refund on trust, before your package reaches us, so if a return arrives empty, isn't our product or is missing the device itself, we may reverse that refund.
We may decline returns or claims that show clear signs of fraud or abuse, such as buying and returning the same product again and again to use it for free.

14. Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top shows when it last changed. Your order is always covered by the policy in effect on the day you placed it. If we make the policy more generous, the new terms apply to you, too.

15. Contact us

Questions about a return, refund, exchange or warranty claim? We're here to help.

Contact form: write to us online
Email: support@stillwell.com
Response time: a real person answers within 1 business day, Monday to Friday (Eastern Time), excluding U.S. federal holidays. Every answer comes in writing, so you always have a record.

Stillwell is operated by UNITIENDA LLC, 4800 North Federal Highway, Suite B200, Boca Raton, FL 33431, United States. This is our business address, not a returns address, so please don't send products here. We use the details you send us only to handle your request, as described in our Privacy Policy.