Refund & Return Policy
Prime Regeneration is an online retail brand operated by CL Stores LLC. We partner with established manufacturers, authorized distributors, and supplier partners. Manufacturer warranties apply where applicable and may vary by brand or product.
Return Eligibility
- Returns are accepted for eligible new, unused, and uninstalled items.
- Items must be returned in original condition with all original packaging, accessories, parts, manuals, and documentation included.
- Items that have been used, installed, altered, damaged after delivery, or returned without approval may not be eligible for a refund.
Return Window
Return requests must be submitted within 30 days of delivery. Some supplier partners have shorter return windows — see the Product-Specific Return Rules section below.
Return Authorization Required
A Return Authorization (RA) number is required for all returns. Please contact Prime Regeneration Customer Support before returning any item. Returns sent without prior approval may be delayed, refused, or returned to the customer.
Product-Specific Return Rules
Because Prime Regeneration sells products from multiple manufacturers, authorized distributors, and supplier partners, return requirements may vary by brand, product type, size, freight method, condition, or supplier policy.
Some oversized, freight-shipped, specialty, custom-built, made-to-order, open-box, clearance, final-sale, installed, used, or supplier-restricted items may have limited return eligibility once an order has shipped.
When a product has a known product-specific return limitation, fee, cancellation restriction, or supplier-required condition, that information will be disclosed on the product page before purchase whenever applicable and confirmed during the return authorization process.
Shopify Collective Supplier Products
Some products sold on Prime Regeneration are fulfilled directly by our supplier partners through Shopify Collective. These products are shipped and fulfilled by the supplier, not by Prime Regeneration directly. The following suppliers operate under our standard Collective return policy:
- Embrace The Heat
- ErgonomicLux
- Finnish Sauna Builders
- Lumara
- Relax Far Infrared Saunas
- Renew Red Light
- Therasage
Return terms for Collective supplier products:
- Return Window: 30 days from delivery.
- Restocking Fee: None.
- Return Label: Supplier creates and provides the return label within 2 business days of return approval. No label fee charged to the customer.
- Refunds: Automatically issued to your original payment method once the return is processed.
- Authorization Required: All returns must be approved before items are sent back. Please contact us to initiate a return.
Red Light Pro Devices
Products from Red Light Pro Devices are subject to the following supplier-specific return terms:
- Return Window: 14 days from delivery (shorter than our standard 30-day window).
- Condition: Items must be unopened and in original, sealed packaging. Once packaging has been opened, the item is no longer eligible for a return — it may be exchanged for a different device only.
- Restocking Fee: All approved returns are subject to a 10% restocking fee, deducted from the refund.
- Return Shipping: Customer is responsible for all return shipping costs.
- Authorization Required: Returns must be approved before being sent back. Items returned without prior authorization will not be accepted.
- Exchanges/Upgrades: To exchange or upgrade, complete a return for your original item first. Once received, we will process your return and assist with the upgrade purchase.
- Warranty: Red Light Pro Devices offers a 12-month limited warranty on all red light therapy pads, controllers, and plugs, covering manufacturer defects under normal use.
- Refund Processing: Once your return is received and inspected, refunds are issued to your original payment method within 5 business days of approval. Additional time may be required by your bank or credit card provider. If more than 15 business days have passed since approval, please contact us.
Restocking Fees
Prime Regeneration does not charge a standard restocking fee on all orders. However, some manufacturers or supplier partners may require product-specific restocking fees, cancellation fees, repackaging fees, or return handling fees for certain products.
When applicable, product-specific restocking fees typically range from 10% to 25% of the product price, depending on the manufacturer, supplier, product condition, packaging, and return requirements.
Return Shipping
Return shipping costs are the responsibility of the customer unless the item is defective, damaged upon arrival, or incorrect.
For large, heavy, oversized, or freight-shipped items, return shipping may require coordination with a freight carrier. Additional return freight costs may apply.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible with your order number, photos, and any relevant packaging or delivery documentation. We will review the issue and help coordinate the next steps according to the applicable manufacturer or supplier process.
Inspection & Refunds
Returned items are inspected upon receipt. Once a return is received and approved, refunds are typically processed within 7–14 business days and issued to the original payment method.
Original shipping charges, return shipping charges, freight charges, and any applicable product-specific fees may be deducted from the refund unless the return is due to a confirmed defect, damage upon arrival, or incorrect item.
Non-Returnable Items
The following items are not eligible for return:
- Items that show signs of use, installation, alteration, or damage after delivery.
- Items returned without original packaging, accessories, parts, manuals, or documentation when required.
- Custom-built, made-to-order, special-order, clearance, open-box, or final-sale products.
- Certain oversized, freight-shipped, supplier-restricted, or specialty items once shipped.
- Items sent back without an approved Return Authorization (RA) number.
- Opened Red Light Pro Devices products (eligible for exchange only — see Product-Specific Return Rules above).
How to Start a Return
To request a return, please contact Prime Regeneration Customer Support with your order number, the item you would like to return, and the reason for the return.
Email: support@primeregeneration.com
Phone: (513) 650-6959
Customer Support Hours
Monday – Saturday: 9:00 AM – 5:00 PM PST
Sunday: Closed