Refund Policy
Last updated: June 4, 2026
At cinchora, we want you to feel confident when shopping with us. If something is not right with your order, please contact us and we will do our best to help.
This Refund Policy explains how returns, refunds, replacements, damaged items, and cinchora support programs such as CinchCare+ and TubeCare+ are handled.
1. 30-Day Returns
We accept eligible returns within 30 days after your order is delivered.
To be eligible for a return, your item must be:
- In a condition suitable for resale, with no signs of wear, damage, washing, alteration, stains, or use
- Returned with all original packaging, parts, manuals, accessories, and included items
- Returned within 30 days after delivery
- Approved by our support team before you ship it back
Brief home testing is acceptable as long as the product remains clean, complete, undamaged, and suitable for resale.
Items returned without approval may not be accepted.
To start a return, please contact us at withu@cinchora.com with your order number and the reason for your return.
2. 30-Day Money-Back Guarantee
Our 30-Day Money-Back Guarantee applies to eligible physical products that are returned in a condition suitable for resale within 30 days after delivery.
Once your return is approved, received, and inspected, we will notify you by email. If your refund is approved, it will be issued to your original payment method.
Please note that return shipping costs may apply, and any original shipping charges paid at checkout are non-refundable unless the return is due to our error, a damaged item, or a defective product.
3. How to Request a Return
To request a return, please email us at withu@cinchora.com.
Please include:
- Your order number
- The item you wish to return
- The reason for your return
- Photos or videos if the item arrived damaged, defective, or not as expected
If your return request is approved, we will provide return instructions. Please do not send your item back before receiving return approval and instructions from us.
4. Return Shipping
For returns that are not related to damage, defects, or our error, customers are responsible for return shipping costs.
You are responsible for safely packing the item and for any loss or damage during return transit. We recommend using a trackable shipping service.
If we provide a prepaid return label for a non-defective return, the cost of the return label may be deducted from your refund unless otherwise stated.
5. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or incorrect, please contact us immediately or as soon as possible at withu@cinchora.com.
Please include:
- Your order number
- A clear description of the issue
- Photos or videos showing the product issue
- Photos of the packaging, if the item arrived damaged
After reviewing your request, we may offer a replacement, refund, store credit, missing part shipment, or another reasonable solution depending on the situation.
6. CinchCare+ Support Programs
CinchCare+ refers to cinchora support programs that may apply to selected products. These programs are designed to provide additional support for eligible product issues beyond standard returns.
CinchCare+ does not replace this Refund Policy and does not create an unconditional refund right. The specific coverage, time period, and solution may vary by product and by the support program shown on the product page.
To request support under a CinchCare+ program, please contact us at withu@cinchora.com with your order number, a description of the issue, and clear photos or videos.
7. TubeCare+ Support
TubeCare+ is a CinchCare+ support program for eligible resistance-tube products, including eligible FlexPedal™ products.
If an eligible resistance tube breaks under normal home use within the TubeCare+ coverage period shown on the product page, we will review your request based on the information provided.
For approved TubeCare+ requests, our usual first solution is to send a full replacement product free of charge, preferably in the same model and color as your original order.
If the same model or color is unavailable, we will contact you first and confirm an alternative solution with you. This may include a different color, a comparable replacement product, store credit, or another reasonable solution.
TubeCare+ covers normal home use only. It does not cover:
- Cuts, punctures, or intentional damage
- Pet damage
- Misuse or unsafe use
- Overstretching beyond normal use
- Commercial, gym, studio, or institutional use
- Normal wear and tear
- Cosmetic changes that do not affect product function
- Loss, theft, or damage caused after delivery by factors outside our control
Photo or video proof may be required. TubeCare+ support is generally limited to one approved support request per eligible order unless otherwise stated.
8. Items That Cannot Be Returned
The following items cannot be returned unless they arrive damaged, defective, incorrect, or unless otherwise required by law:
- Gift cards
- Digital products, downloadable guides, or digital workout materials
- Items clearly marked as final sale
- Free gifts, promotional gifts, or bonus items unless returned together with the original order
- Items that have been used in a way that affects resale condition, damaged, altered, washed, or returned with missing parts or packaging
Digital workout guides and downloadable materials are considered delivered once access has been provided. If you have trouble accessing a digital guide, please contact us and we will help.
9. Free Gifts and Bundle Items
If your order included a free gift, promotional item, or bundle discount, those items must be returned together with the original product if you are returning the order for a refund.
If a free gift, promotional item, or bundle item is missing from the return, we may deduct its value from your refund.
10. Lost Packages, Wrong Addresses, and Delivery Issues
Please make sure your shipping address is complete and accurate before placing your order.
We are not responsible for packages that are delayed, lost, returned, or delivered incorrectly due to an incorrect or incomplete shipping address provided by the customer.
If tracking shows that your package was delivered but you cannot find it, please check with your household, neighbors, building office, mailbox area, and local carrier first. We will do our best to help, but delivered packages are not automatically eligible for a refund or replacement.
If a carrier officially confirms that a package was lost in transit before delivery, please contact us and we will review the case.
Orders that are refused, unclaimed, or returned to sender may be subject to deductions for shipping costs and other costs already incurred.
11. Refund Process
After we receive your approved return, we will inspect the item and notify you by email whether your refund has been approved or rejected.
If approved, your refund will be issued to your original payment method. Please allow several business days for your bank or payment provider to process and post the refund.
If more than 10 business days have passed since your refund was approved and you still have not received it, please check with your bank or payment provider first. You may also contact us at withu@cinchora.com for assistance.
12. Exchanges
We only offer exchanges or replacements for approved damaged, defective, incorrect, or eligible CinchCare+ support cases.
If you ordered the wrong item or changed your mind, please request a return first. You may place a new order for the item you prefer.
13. Cancellations and Order Changes
If you need to cancel or change an order, please contact us as soon as possible at withu@cinchora.com.
We cannot guarantee that an order can be changed or canceled once it has been processed, packed, or shipped.
14. Before Starting a Payment Dispute
If there is an issue with your order, please contact us first. Most issues can be resolved faster by our support team than through a payment dispute.
If a payment dispute or chargeback is opened, we may provide the payment provider with relevant order details, tracking information, delivery confirmation, product page information, communication records, and other evidence needed to respond to the dispute.
15. Contact Us
If you have questions about returns, refunds, replacements, CinchCare+, TubeCare+, or your order, please contact us at:
Email: withu@cinchora.com
You may also reach us through our Contact Us page.