DERIVON

TripleCare Lumbar Relief Pillow

Refund & Return Policy

Last updated: June 21, 2026

60-Day Money-Back Guarantee: We stand behind every TripleCare Lumbar Relief Pillow. If you are not satisfied with your purchase for any reason, you may request a return within 60 days of the delivery date. We are committed to making the process simple and respectful.

1. Policy Overview

The following table summarizes the key terms of our return and refund policy at a glance:

2. Return Eligibility

To be eligible for a return, your TripleCare Lumbar Relief Pillow must meet the following conditions:

• The return request is submitted within 60 days of the confirmed delivery date

• The item is in its original condition — not physically damaged by misuse, and with all original components included (pillow, USB-C cable, and power adapter)

• The item is in resalable condition — the removable cover may be washed (as per care instructions), but the product must not show signs of abuse or intentional damage

• You have proof of purchase (order confirmation email or order number)

We do not require the original packaging box to process a return, but we recommend using adequate protective packaging to prevent damage in transit.

2.1 Items Not Eligible for Return

The following situations are not eligible for a refund or return:

• Return requests submitted more than 60 days after the delivery date

• Items that have been physically damaged due to misuse, dropping, exposure to liquids, or tampering with internal components

• Items with missing components (cable, adapter) that were not reported as missing within 7 days of delivery

3. Defective or Damaged Items

If your TripleCare Lumbar Relief Pillow arrives defective, damaged, or stops working within the 60-day window due to a manufacturing issue, we will send you a free replacement — no need to return the original item.

To qualify for a free replacement, please:

• Contact us at derivonsolutions@gmail.com within 7 days of discovering the defect

• Include your order number and a brief description of the issue

• Attach 1-3 clear photos or a short video showing the defect or damage

Once we review and confirm the issue, we will ship your replacement unit within 3-5 business days at no cost to you. We will provide a new tracking number by email.

Situations that qualify as defective:

• Heating element does not reach operating temperature

• Vibration function does not activate

• Airbag does not inflate or deflates immediately

• Auto shut-off does not function as described

• Item arrived physically broken or with visible manufacturing defects

4. How to Initiate a Return

Returning your TripleCare Lumbar Relief Pillow is straightforward. Follow these steps:

Step 1 — Contact Us

Email us at derivonsolutions@gmail.com with the subject line: "Return Request — Order #[your order number]". Include your full name, order number, and reason for return. We will respond within 24-48 business hours with return instructions.

Step 2 — Ship the Item Back

Once your return is approved, package the item securely and ship it to the return address we provide in our email. You are responsible for the cost of return shipping. We recommend using a trackable shipping service and keeping your receipt, as we cannot be responsible for items lost in transit.

Step 3 — Inspection and Refund

Once we receive your return, we will inspect the item within 2-3 business days. If approved, your refund will be issued to your original payment method (PayPal) within 5-10 business days. You will receive a confirmation email when the refund is processed.

5. Refund Details

5.1 Refund Amount

Approved refunds cover the full purchase price of the product. Original shipping charges (if any were applied at checkout) are non-refundable unless the return is due to our error or a defective product.

5.2 Refund Timeline

Once your refund is approved:

• PayPal refunds: typically appear in your account within 3-5 business days

• Credit/debit card refunds processed through PayPal: may take 5-10 business days depending on your bank

If you have not received your refund after 10 business days, please check your PayPal account and contact your bank before reaching out to us. If the issue persists, email us at derivonsolutions@gmail.com.

5.3 Partial Refunds

We reserve the right to issue a partial refund in the following situations:

• Items returned with missing components (cable or adapter) that were not reported as missing upon delivery

• Items showing signs of excessive use beyond normal testing of the product

In such cases, we will contact you before processing the refund to explain the adjustment.

6. Exchanges

At this time, Derivon does not offer direct product exchanges. If you received a defective item, please refer to Section 3 for our free replacement process. If you would like a different product, please initiate a return for a refund and place a new order separately.

7. Wrong Item Received

If you received an item that is different from what you ordered, please contact us within 7 days of delivery at derivonsolutions@gmail.com with:

• Your order number

• A photo of the item you received

We will arrange for the correct item to be sent to you at no additional cost and will coordinate the return of the incorrect item. Return shipping in this case will be covered by Derivon.

8. Late or Lost Packages

If your tracking information shows your order as delivered but you have not received it, please:

• Check with neighbors and your building's mail area

• Contact your local post office or carrier with your tracking number

• Wait 2-3 additional business days, as carriers sometimes mark packages as delivered prematurely

If the package is still missing after these steps, contact us at derivonsolutions@gmail.com within 15 days of the estimated delivery date. We will work with our fulfillment partner to investigate and resolve the issue.

Note: Derivon is not responsible for packages lost or stolen after confirmed delivery to the correct address. We recommend ensuring your delivery address is secure.

9. Contact Us

For all return, refund, or replacement requests, our support team is available to help:

• Email: derivonsolutions@gmail.com

• Response time: within 24-48 business hours

• Company: Derivon — TripleCare Lumbar Relief Pillow

• Address: Piedades Sur, San Ramon, Alajuela, Costa Rica, 20205

We are committed to making sure every customer is satisfied with their TripleCare experience. If something is not right, we want to know about it and make it right.

Derivon | TripleCare Lumbar Relief Pillow | derivonsolutions@gmail.com