Delivery, Returns & Refund Policy

Shipping at a glance

• Free shipping on all orders across Canada.
• Orders are dispatched within 1 business day
• Every order is tracked — you'll get a confirmation email with your tracking number once it leaves our warehouse.

Our 30-Day Money-Back Guarantee

We're confident you'll love your glow — so we let you actually try it. If you're not happy with your Gwong LED Mask, you have 30 days from the day it arrives to return it for a full refund, even if you've used it. No awkward questions.

To return your mask, please send back:

• The Gwong LED Mask
• The wireless controller, USB-C charging cable and straps
• The original packaging, where you still have it

Keep your Starter Kit. The Collagen Milk Cleanser and B5 Hydrating Serum are our gift to you — there's no need to return them, and their value won't be deducted from your refund.

How to start a return

• Email info@gwongtherapy.com with your order number and a quick note that you'd like to return your mask.
• We'll reply within 12 hours (Mon–Fri) with simple return instructions and the return address.
• Pack your mask securely and send it back. Keep your tracking number — it's your proof of postage.

Refunds

• Once your return reaches us, we'll inspect it and process your refund within 2-5 business days.
• Refunds go back to your original payment method. Depending on your bank, it can take a few extra days to appear.
• If you paid with a gift card, your refund will be issued as store credit.

Exchanges

Changed your mind on the colour, or want a different option? We're happy to help.

• Colour swap (Green ↔ Pink): Within 30 days, email us and we'll arrange the exchange. The mask should be in resellable condition for a straight swap; if it's already been used, we'll process it under the 30-day money-back guarantee instead.
• Faulty item: We'll send a free replacement — no need to pay for shipping either way.
• Exchanges are subject to stock availability. If your preferred colour is unavailable, we'll offer the alternative or a full refund.

Faulty items & your 1-year warranty

Every Gwong LED Mask is covered by a 1-year warranty against manufacturing defects, valid from your original purchase date.

When the fault appears	What we'll do
Within 30 days of purchase	Your choice of a full refund or a free replacement.
After 30 days, within 1 year	A free replacement (or repair). If we can't replace it, we'll offer store credit or a refund.

Good to know:

• The warranty covers manufacturing faults only. It doesn't cover damage from accidents, misuse, or unauthorised modification.
• The warranty runs from your original purchase date and does not restart when a device is replaced.
• The warranty is registered to the original purchaser and can't be transferred to someone else.
• If a returned device is found to be working to manufacturer specifications, we'll send it back to you.

Damaged in transit

In the rare case your order arrives damaged, please email info@gwongtherapy.com within 48 hours with clear photos of the damage and the packaging. We'll investigate with the courier and arrange a replacement right away.

Items we're unable to accept back

For hygiene and safety, we can't accept:

• Opened consumables — the Collagen Milk Cleanser or B5 Hydrating Serum once opened or used (but remember, the Starter Kit is yours to keep anyway).
• Devices returned damaged through misuse, or not matching the original return request.

Items returned used, damaged, or incomplete outside of our 30-day guarantee may not be eligible for a full refund, and we may need to send them back to you.

Order changes & cancellations

We ship fast — usually within 1–2 business days — so there's only a short window to make changes. If you need to update your address or cancel, email us as soon as possible and we'll do our very best, though we can't guarantee changes once an order has been dispatched.

Please double-check your cart, discount codes and shipping address before you check out, to avoid any disappointment.

Free gifts with purchase

The Skincare Starter Kit and any other complimentary gifts are subject to availability. We're unable to offer a cash alternative or a substitute of the same retail value.

Your returned item is your responsibility

Until your return reaches us, it remains your responsibility — so please pack it securely and well-protected, and hold on to your proof of postage and tracking number in case you need to reach us about it. We're unable to take responsibility for items lost or damaged on their way back to us, or for items sent to us by mistake.

Fair use

We keep our guarantee generous because we trust our customers. If we notice a pattern that doesn't seem right — for example, repeatedly buying and returning, or returns that don't match what was ordered — we may need to review or pause an account. If you think we've got it wrong, just reach out and we'll happily talk it through.

Still have a question?

We're real people, here to help.

📧 info@gwongtherapy.com — we reply within 24 hours, Monday to Friday.

Have your order number handy and we'll sort it out fast. No bots, no run-around.