Refund policy
Returns and refunds
Ninety days. No explanation required.
The short version
- Ninety days from the day your order is delivered.
- No restocking fee, and you do not need to have kept the box perfect.
- Write to us through the contact page first, so we can send you the return address.
- Refunds go back to the original payment method once the return reaches us.
How to start one
Write to us through the contact page with your order number. We reply within 1 to 2 business days with the return address and instructions. Please do not post anything back before you have those, because a parcel with no paperwork can go missing at the far end and then we are both stuck.
Who pays the return postage
If the pad simply was not right for you, you cover the postage back to us. If it arrived damaged, faulty, or was not what you ordered, we cover it. Tell us which it is and send a photograph if you can, and we will sort the label out.
The thing with a battery in it
The pad contains a lithium battery. Please do not post it loose or without the packaging we tell you to use. The instructions we send will cover it. This is a safety rule rather than a bureaucratic one, and it is why we ask you to write to us first.
When the money comes back
We refund to the original payment method once the return reaches us and we have looked at it. Your bank decides how quickly that shows up on your statement, which is usually a few days and occasionally longer.
If it arrived broken
Tell us straight away and send a photograph if you can. A damaged or faulty unit is replaced or refunded, your choice, and you are not paying to send it back.
Cancelling before it ships
Write to us as soon as you can and we will stop it if it has not gone out yet. Once it has shipped, treat it as an ordinary return when it arrives.
If something is wrong, tell us first
Filing a chargeback before contacting us means we cannot help you, and it usually delays your money by several weeks while the bank investigates. We answer every message. Ninety days is a long window and we are not going to argue with you inside it.