What you can return, when, and how the refund works. This page sets out the practice; your statutory rights under EU consumer law sit behind it and are not affected.
The 14-day window
You have 14 days from the day you receive an order to tell us you want to withdraw from it. No reason is required. Write to us within that period — the date of your message is what counts, not the date the parcel gets back to us.
What can be returned
- Unopened boxes of sticks — yes, in their original sealed packaging.
- Opened boxes of sticks — no. Sealed goods unsealed after delivery are excluded for hygiene reasons under Article 16(e) of Directive 2011/83/EU.
- Devices in unopened retail packaging — yes.
- Devices that have been used — not under the withdrawal right, but see the warranty below if there is a fault.
Faulty or wrong items
If we sent the wrong item, or an item arrived damaged or dead on arrival, that is our cost, not yours. Tell us with your order number and a photo, and we will arrange the return and replace or refund the item. Do not pay for return shipping on a faulty item and expect to absorb it — we cover it.
Device faults after use
Devices carry a 6-month warranty. Within it we repair covered faults or replace the affected parts free of charge; shipping to us and back is at your expense. The warranty does not cover buyer-caused damage or faults caused by not cleaning the device. Details are under Warranty.
How to start a return
- Write to us with your order number and what you are returning.
- We reply with the return address and confirm whether return shipping is on us.
- Send the goods back in packaging that will survive the trip, and keep the tracking number.
- We inspect on arrival and refund within 14 days to the payment method you used.
What gets refunded
The price of the returned goods, plus the standard delivery charge you originally paid if you are returning the whole order. If you chose express delivery, we refund the standard rate rather than the express premium. Return shipping is yours unless the goods were faulty or incorrectly supplied.
Parcels that do not arrive
If tracking has stalled for several days, or shows delivered and nothing arrived, tell us straight away rather than waiting out the full transit window. Carrier claims have deadlines and early reports are easier to resolve. Contact details are on the Contacts page.