Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return,

  • Your item must be in the same condition that you received it, with tags, and in its original packaging. 
  • Make sure all of the returned items are in the box/postage flyer, to avoid damage to the parcel during transportation. 
  • Original shipping charges are non-refundable.
  • Discounted item is not entitled 14 days guarantee。
  • You are responsible for the charges of the return shipping.
  • This policy are only subjected to order that made through Website not from other platform like Shopee, Lazada, TikTok, Facebook, WhatsApp, LiverSteaming Platform. 
  • Order that made through Marketplace might have different refund policy. Please refer back to relevant marketplace store.
  • You have to return within 14 days with informing customer service , and provide the tracking number & image of item as prove for customer service to verify. 
  • If you return without informing customer service in WhatsApp (H/P: 011-2075 3374), you'll only be receiving 50% from the refunded amount.
  • If a returned item shows signs of damage, contamination, heavy usage, or any condition that affects resale, 50% of the item value will be deducted.
    This is because the product can no longer be resold as a brand-new item, and the loss will be shared between the buyer and the seller.

To start a return, you can submit your return request through here. If your return is approved, you will get a confirmation email with the shipping guidelines. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@spinelief.com.


Case Study for return and refund

Case 1: Partial Refund for Bundle Purchase

If a customer purchases a bundle set (e.g. Coccyx Cushion + Lumbar Cushion at RM339) and chooses to return only one item, the bundle promotion will no longer apply.

In this case, the remaining item will be recalculated at its original single-item price, and the refund amount will be:

RM339 (bundle price) − RM199 (single item price) = RM140 refund

This is because the customer is effectively keeping only one item instead of the bundle.

Case 2: Returned Item with Damage or Contamination

If a returned item is found to be dirty, contaminated, damaged, or shows clear signs of use (including stains), 50% of the item value will be deducted.

This policy applies because the item is no longer suitable for resale as a new product.
The deduction is applied to fairly share the loss between both the customer and the seller.

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Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.