Returns & Refunds Policy (Physical Products)

We want you to feel fully supported and confident when ordering from us. If something isn’t quite right, we’re here to help.

Returns Eligibility

You can return any physical product within 30 days of receiving your order, provided it is:

  • unused

  • in its original condition

  • in its original packaging (where applicable)

For hygiene reasons, the following items cannot be returned unless they arrive damaged or faulty:

  • earplugs and sensory ear protection

  • chewelry

  • any item designed for oral or in-ear use

This is to ensure the safety and wellbeing of all customers.

If you are unsure whether your item qualifies, please contact us — we’re happy to advise.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or not as described, please contact us within 7 days of delivery with:

  • your order number

  • a description of the issue

  • clear photographs where possible

We will offer a replacement or a full refund, whichever you prefer.

How to Return an Item

  1. Send us a message via our Contact Form (see on this page) with your order number and reason for return.

  2. We will confirm whether your item is eligible and provide the return address.

  3. Pack your item securely and post it back to us.

Unless the product is damaged or incorrect, customers are responsible for return postage costs.

Refunds

Once your return is received and inspected, we will process your refund to your original payment method.

Refunds typically clear within 3–5 working days, depending on your bank.

Original shipping costs are non-refundable unless the item was faulty or incorrect.

Exchanges

If you would like to exchange a physical item (excluding hygiene-restricted items listed above), please contact us. We will advise on availability and next steps.

Lost or Missing Parcels

If your parcel does not arrive within the expected timeframe, please get in touch. We will track it, investigate with the courier, and ensure you receive your order or a replacement.

Need Support?

If you have any concerns, aren’t sure what to do, or need help with your return, please email us.

We always aim to respond with understanding, clarity, and support.