Refund policy
Our 30-day money-back guarantee
We want you to try the Advanced LED Light Therapy Facial Mask properly - on your own face, in your own routine, for long enough to know.
If it isn't right for you, return it within 30 days of delivery for a full refund of the purchase price. You can use it during that time. An opened box or a used device does not void your refund.
What you need to return
- The mask and controller
- The charging cable and safety goggles
- The travel case
- Original Outer Packaging
We don't charge a restocking fee. If an accessory is missing, contact us - we'll usually still process the refund and will tell you if anything changes.
What isn't covered
- Returns requested more than 30 days after delivery
- Devices with damage caused by misuse, disassembly, attempted repair, immersion in water, or use contrary to the user manual
- Products not purchased directly from byTheia. If you bought from a retailer or marketplace, their return policy applies — contact them first.
How to start a return
Email cs@bytheiallc.com with your order number and a sentence about why it didn't work for you. You don't need to justify yourself; we ask because it's how we improve the product.
We'll reply within one business day with a prepaid return shipping label. Return shipping is free anywhere in Canada.
Please don't send anything back before you receive the label — unlabelled returns can't be matched to an order.
Your refund
Once your return arrives at our Markham facility, we'll inspect it and process your refund within 5 business days.
Refunds go back to the original payment method. Depending on your bank or card issuer, it may take a further 5–10 business days to appear on your statement — that part is out of our hands.
Original shipping charges are refunded in full where they were paid.
Damaged or faulty on arrival
If your mask arrives damaged, or doesn't power on, don't return it through the standard process. Email cs@bytheiallc.com within 7 days of delivery with photographs of the device and the packaging.
We'll send a replacement immediately at no cost to you, and arrange collection of the original. You will not be asked to wait for the faulty unit to arrive back before we ship the replacement.
Faults after 30 days — the warranty
The 30-day guarantee is about whether the product suits you. The 12-month warranty is about whether it works.
If your device develops a fault within twelve months of purchase, and it has been used in accordance with the user manual, we will repair or replace it at no charge. Email cs@bytheiallc.com with your order number and a description of the fault.
The warranty does not cover damage from misuse, disassembly, unauthorised repair, water exposure, or normal cosmetic wear such as scuffs to the silicone.
Do not attempt to open or repair the device yourself. It is a licensed Class II medical device with an internal lithium battery. Disassembly voids the warranty and creates a genuine safety risk.
Cancelling an order
If you need to cancel before your order ships, email cs@bytheiallc.com as quickly as you can. We ship from Markham within one business day, so we can't always catch an order in time — but if we can, we'll cancel it and refund you in full immediately.
If it has already shipped, refuse the delivery or use the standard return process above.
Your rights under Canadian law
Nothing in this policy limits any rights you have under the Competition Act, the Consumer Packaging and Labelling Act, or provincial consumer protection legislation, including the Consumer Protection Act, 2002 in Ontario. Where our policy and your statutory rights differ, the more generous applies.
Questions
cs@bytheiallc.com kobeswh.com Inc. DBA byTheia 1-7357 Woodbine Ave, Markham, ON L3R 1A7
We answer within one business day.