This page explains how returns work in plain English. The formal version is our refund policy, and nothing here reduces your legal rights.
Changed your mind
You have 30 days from the day your order arrives to tell us you want to return unopened product, for a full refund. You do not need to give a reason.
To start a return, email us with your order number. We will confirm the return address in writing before you send anything.
Worth knowing: US law gives you no automatic right to change your mind about something bought online. This 30-day window is ours, not the government's. We think you should have one.
The hygiene exception — please read
Patches are supplied in sealed hygiene sachets. Once a sachet has been opened, that patch cannot be returned. It is worn against skin, and opening the sachet lets the air in, which starts the heat and uses the patch up.
Unopened sachets, and unopened boxes, can be returned as normal. Please return them in a condition we could reasonably resell — you can open the outer box to look at what you have bought, in the same way you could in a shop.
Preorders
You can cancel a preorder at any time before it ships, for a full refund, with no time limit at all. See our preorder terms.
Faulty, damaged or wrong items
If something arrives damaged, faulty or not what you ordered, tell us and we will make it right at our cost — replacement or refund, your choice, and we pay the shipping both ways. Please send a photo if you can; it usually saves a round trip.
This is on top of the 30-day window above, not instead of it, and it does not affect the implied warranties that come with goods sold in your state.
Who pays return shipping
- Faulty, damaged, or our mistake — we pay.
- Changed your mind — you pay, unless we tell you otherwise. Please use a tracked service; until it reaches us the parcel is your responsibility.
Refunds
We refund to your original payment method once the goods reach us, or once you show us they are on their way, whichever is sooner. Card refunds are credited within one billing cycle; anything else, within seven business days.
A refund covers the price you paid and the standard shipping charge. If you paid extra for faster shipping, we refund the standard rate. Import duty we collected at checkout is refunded too.
How quickly it shows up after that is down to your bank, and is usually 3 to 5 business days.
How to reach us
Email us from our contact page with your order number and what you'd like to do. We aim to reply within two business days.