Refund policy

Refund & Return Policy

Our 45-day money-back guarantee

We want you to have enough time to properly try your byTheia product and decide whether it is right for you.

If your purchase isn't right for you, you may request a return within 45 days of delivery for a full refund of the purchase price, subject to the conditions below.

Our 45-day money-back guarantee applies to products purchased directly from byTheia through our website.

Advanced LED Light Therapy Facial Mask

You can use the mask during the 45-day period. An opened box or a used mask does not automatically void your refund.

Dual Mode Infrared Ear and Forehead Thermometer

The thermometer may be returned within the 45-day period. Because the thermometer is a medical device intended for body-temperature measurement, please ensure it is clean, dry, and safely packaged when returned.

What you need to return

LED Light Therapy Facial Mask

Please return:

  • The mask and controller
  • Charging cable
  • Safety goggles
  • Travel case
  • Original outer packaging

Dual Mode Infrared Ear and Forehead Thermometer

Please return:

  • The thermometer
  • Storage pouch
  • Any included accessories
  • Original packaging, where available
  • Any included documentation or manuals, where available
  • We don't charge a restocking fee.

If an accessory or piece of packaging is missing, contact us before sending your return. We'll let you know whether the return can still be processed and whether anything may change.

What isn't covered by the 45-day guarantee

The following are not eligible for a standard 45-day return:

  • Returns requested more than 45 days after delivery
  • Products damaged through misuse, neglect, disassembly, attempted repair, unauthorized modification, or use contrary to the applicable user manual
  • Products damaged through immersion in water or other liquid
  • Products that have been altered or repaired by anyone other than byTheia or an authorized service provider
  • Products not purchased directly from byTheia

If you purchased a byTheia product from Amazon, another marketplace, retailer, or other authorized seller, that seller's return policy may apply. Please contact the seller first.

Normal cosmetic wear that does not affect the product's function may be handled differently from damage caused by misuse.

How to start a return

Email cs@bytheiallc.com with:

  • Your order number
  • The product you are returning
  • A brief reason for the return

You don't need to justify your decision. We ask for the reason because customer feedback helps us improve our products.

We'll normally reply within one business day with instructions and, where applicable, a prepaid return shipping label.

Return shipping is free anywhere in Canada for eligible returns arranged through byTheia.

Please don't send a return before receiving return instructions or a shipping label from us. Unlabelled returns may not be matched to an order and could delay your refund.

Your refund

Once your return arrives at our Markham facility, we'll inspect it and process your refund within 5 business days.

Approved refunds are issued to the original payment method.

Depending on your bank or card issuer, it may take a further 5–10 business days for the refund to appear on your statement. Processing times are controlled by your financial institution.

Original shipping charges are refunded in full where they were paid, subject to the terms of the applicable return.

Damaged or faulty on arrival

If your product arrives damaged, is missing components, or does not function properly when you receive it, please contact us before sending it back through the standard return process.

Email cs@bytheiallc.com within 7 days of delivery and include:

  • Your order number
  • A description of the problem
  • Photographs of the product
  • Photographs of the packaging, where applicable

We'll review the issue and provide instructions for the next step.

Where a product is confirmed to be defective on arrival, we'll arrange an appropriate remedy, which may include a replacement or refund at no additional cost to you.

Faults after 45 days — the warranty

The 45-day money-back guarantee is about whether the product is right for you.

The warranty is about whether the product continues to function as intended.

LED Light Therapy Facial Mask

The Advanced LED Light Therapy Facial Mask is covered by a 2-year warranty from the date of purchase.

If the mask develops a manufacturing or functional fault within two years, and it has been used in accordance with the user manual, we will repair or replace it at no charge.

The warranty does not cover damage resulting from:

  • Misuse or improper use
  • Disassembly
  • Unauthorized repair or modification
  • Water or liquid exposure
  • Physical damage
  • Normal cosmetic wear, including scuffs or marks to the silicone

Do not attempt to open or repair the mask yourself. The device contains an internal lithium battery. Disassembly can create a genuine safety risk and will void the warranty.

Dual Mode Infrared Ear and Forehead Thermometer

The Dual Mode Infrared Ear and Forehead Thermometer is covered by a 2-year warranty from the date of purchase.

If the thermometer develops a manufacturing or functional fault within two years, and it has been used in accordance with the user manual, please contact cs@bytheiallc.com with your order number and a description of the fault.

We will assess the issue and, where the warranty applies, repair or replace the device at no charge.

The warranty does not cover damage resulting from:

  • Misuse or improper use
  • Disassembly
  • Unauthorized repair or modification
  • Liquid or water damage
  • Physical damage
  • Use contrary to the user manual
  • Damage caused by improper battery installation or handling
  • Normal cosmetic wear

Do not attempt to open or repair the thermometer yourself.

If you believe the thermometer is not functioning correctly, contact us first so we can help troubleshoot the issue safely.

Cancelling an order

If you need to cancel your order before it ships, email cs@bytheiallc.com as quickly as possible.

We normally ship from Markham within one business day, so we cannot guarantee that every cancellation request can be stopped before shipment.

If we are able to cancel the order before shipment, we'll cancel it and issue a full refund.

If the order has already shipped, you can refuse the delivery or use the applicable return process described above.

Products purchased through Amazon or other retailers

The return policy may depend on where you purchased your byTheia product.

For products purchased directly from byTheia website, this policy applies.

For products purchased through Amazon, another marketplace, retailer, or other authorized seller, please contact the seller first regarding returns and refunds.

The 2-year product warranty may still apply to eligible products purchased through authorized sales channels, subject to the applicable warranty terms.

Your rights under Canadian law

Nothing in this policy is intended to limit any rights you may have under applicable Canadian federal or provincial law, including applicable consumer protection legislation.

Where a mandatory statutory right provides greater protection than this policy, the applicable statutory right will continue to apply.

Questions

If you have questions about a return, refund, replacement, or warranty claim, contact us:

Email: cs@bytheiallc.com

kobeswh.com Inc. DBA byTheia
1-7357 Woodbine Ave
Markham, ON L3R 1A7
Canada

We normally respond within one business day.