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Refunds and Returns

January 2023

We want you to enjoy every product you purchase from us. 

If you have difficulties with or questions about any of our products, please contact us on [email protected] in the first instance so that we can answer your questions, help get you going or try to sort out any problems you may be having.

The rights described here are in addition to any statutory rights you may have. If any of the conditions described below aren’t met, our Limited Warranty will still apply.

Satisfaction guarantee

If you bought one of our devices or consumable products directly from us, we give you the general right to request and receive a refund from us if you are unhappy with it in any way within 21 days of receiving it, even if you have used or partly consumed it. This is the “no-quibble returns”, “satisfaction guarantee” or other similar promise you may see in our marketing and advertising. Your exact rights and any conditions may depend on the kind of product you bought from us, and are explained below. 

If you bought one of our products from a retailer (such as Amazon or another online or physical store) and not directly from us, their customer satisfaction, refund and/or returns policy will apply instead of ours. Please contact them directly in that case.

If you received one of our products via someone else (including as a gift from someone, or as a promotional incentive from another organisation even if we fulfilled your order), you should still contact us on [email protected] for technical support, but unless your product is faulty, we regret that we are unable to offer you personally a refund or return.

Arranging a refund

To arrange a refund, simply drop an email with your order number and a full explanation to [email protected] where our friendly support hounds will arrange it for you. 

Unless the product is faulty, we can only accept such requests where:

We may ask you questions about your request so that we can properly understand the circumstances, learn from them and apply our policies consistently.

We are entitled to require that any refund is provided via the original payment method you used, or any other method stipulated by us. Refunds may take up to 10 working days to reach you. If your original payment was made via a third-party, any refund may require the involvement of that third party. 

Returning a product

We may require you to return the product to us as a condition of issuing a refund to you. In this case we will provide a way for you to return the product at no cost to you. You do not need the original packaging.

We may require a return if, for example:

We may choose to wait until we have received and inspected the returned product before agreeing and issuing your refund.

In some cases, at our sole discretion, we may permit or require you to keep or dispose of the product even if we issue you a refund.

If it’s been more than 21 days

Provided you have first made contact with us within 21 days of receiving your product (even if we have not yet responded to you), we will extend your rights above for as long as is required to allow us to investigate, diagnose and attempt to resolve any dissatisfaction or problem you may be experiencing. If we fail to do so, you may then immediately exercise your right to a refund under our satisfaction guarantee.

Changes

We may make changes to these terms in accordance with our General Terms of Use.