Refund Policy

Last updated: August 22, 2026

1. Overview

Kalmora builds the CervaRest to take pressure off the cervical spine over months, not minutes, and we stand behind it for a full year. This policy sets out what you can expect from us, and what we need from you, when you ask for a refund, a return or a replacement. Every return has to be authorized by us before the device is sent back.

2. Your 365-day home trial

The trial starts the day your parcel is delivered, not the day you order. Inside those 365 days you may ask for your money back on the device itself.

Give it thirty days first

Cervical decompression works the way physical therapy works: gradually. A single week tells you nothing. For that reason we ask you to use it regularly for at least 30 days before opening a refund request. Should the device ever cause pain, numbness or any reaction that worries you, stop using it and write to support@getkalmora.com straight away. That case is handled immediately and is not subject to the 30-day rule.

If you paid with PayPal

PayPal only lets merchants send money back for 180 days after a payment. That is their limit and we cannot work around it. PayPal orders are therefore refundable within 180 days of purchase and are not covered by the full 365-day window. Every other payment method keeps the full year.

3. Opening a return

Write to support@getkalmora.com with your order number. We reply with a return authorization code and the address of the warehouse that handles your region.

Two things follow from that. Parcels that arrive without a return authorization code cannot be matched to an order and cannot be refunded. Parcels sent to any address other than the one we gave you, including freight forwarders and third-party depots, are outside our control and cannot be refunded either.

Send back the device together with its cable, adapter, carry case and printed material, in the box it came in wherever that is still possible. Normal marks from a year of home use are expected and are not a problem. Damage that has nothing to do with a manufacturing fault is.

4. What comes off the refund

• A 20% handling and restocking fee, calculated on the price you paid for the device and deducted from the amount we send back.
• Return postage, which you arrange and pay for. The single exception is a return caused by us: a faulty, damaged or incorrect item, where we cover it in full.
• Sales tax is not refundable.
• On orders leaving the country, any customs charges, duties and import taxes are yours to carry, both ways.
• If a parcel is turned away at the door, whatever the carrier charges us to bring it home again is taken off the refund.

For anything worth more than $75 we recommend a tracked or insured service. Without tracking we have no way of proving your parcel reached us, and we cannot refund what never arrives.

5. How quickly you get your money

Your return is inspected when it lands at the warehouse, and we tell you either way. Approved refunds leave us within 5 to 7 business days. Card refunds usually surface on your statement 7 to 10 business days after that, depending entirely on your bank. Money always goes back to the card or account that paid, never to a different one, and never as store credit unless you ask for it. If more than 15 business days have passed since we approved your refund and you still see nothing, write to us.

6. Damaged, faulty or wrong items

This is not a return and none of the deductions above apply.

Contact us within 14 days of delivery and attach photographs of the unit and the outer box. If the fault only shows when the device is switched on, a short video of it running helps us far more than a description does. We will send a free replacement, and in most cases we will not ask you to post the faulty unit back at all. Replacements are pushed to the front of the queue so you are not left waiting.

7. Warranty

Every CervaRest carries a 2-year manufacturer warranty against defects in materials and workmanship, counted from the delivery date. If the heating element, the vibration motor, the controller or the power circuit fails in normal home use, we repair or replace the unit at no cost to you.

The optional 5-Year Extended Warranty stretches exactly the same cover from two years to five, and applies to every unit on that order rather than a single one. It is bought once, at checkout, and cannot be added later.

Neither the standard nor the extended warranty covers accidental damage, liquid damage, a cut or chewed cable, use with a power supply other than the one supplied, disassembly or repair by anyone other than us, cosmetic wear, or normal softening of the memory foam over time. Warranty service is arranged the same way as everything else: write to support@getkalmora.com with your order number and a photo or video of the problem.

8. Cancelling an order

Orders move to the warehouse quickly. If you need to stop one, email us within 2 hours of placing it with CANCELLATION in the subject line, and we will catch it if we still can. After that window the order has been picked and packed and cannot be pulled back. Once a tracking number exists the parcel is gone and the return process above is the only route.

9. What we cannot take back

• Digital products, including guides and downloads
• Extended warranty and protection plans
• Accessories, patches, pads and other consumables
• Gift cards
• Returns that arrive incomplete, missing the cable, adapter or other parts
• Units damaged by misuse, neglect or accident rather than by a manufacturing fault
• Anything sent to a warehouse or forwarding address we did not give you

10. Chargebacks

Talk to us first. A chargeback filed without a single email to support@getkalmora.com takes the matter out of our hands and into the bank's, and while it is open we cannot process a refund, send a replacement, or honour the trial. Opening one without contacting us ends any claim under the 365-day trial, and any claim to a refund or a replacement on that order. We would much rather sort it out directly, and in practice we always do.

11. Customers in the European Union

If your order ships to an address inside the EU you have a statutory right to cancel within 14 days of delivery, without giving any reason. The item must come back unused and in its original packaging, with proof of purchase. A refund under that right does not cover shipping, duties or taxes. Our 365-day trial runs alongside it and gives you far longer than the law requires.

12. Fair use

We reserve the right to limit or refuse returns where we see repeated or unusual return activity across orders, signs of fraud or abuse, or items sent back used, incomplete or damaged. This exists to keep the 365-day trial workable for the people who use it honestly, which is nearly everyone.

13. Exchanges

The quickest route is to return what you have and place a fresh order for what you want, rather than wait for an exchange to be processed at both ends.

14. Contact

Return requests, authorization codes, warranty claims and anything else: support@getkalmora.com. A person reads every message and we answer within 24 hours.