30 days to change your mind

The 30-day money-back guarantee

• Applies from the day your order is delivered
• Covers the purchase price of the device and any bundle items
• No restocking fee and no lengthy forms
• Used units are fine — we expect you to have actually tried it

The guarantee exists because no single device suits every back, and we would rather refund you than have you keep something that made no difference. It sits on top of, not instead of, your legal rights as a UK consumer, which are explained below.

How to start a return

1. Email support@orevivespineease.co.uk with your order number and a line about what did not work for you.
2. We reply within one working day with a return address and reference.
3. Post the unit back — we recommend a tracked service.
4. Once it arrives, your refund is issued to the original payment method.

You do not need to fill in a returns form or explain yourself at length. A short note telling us it did not help your back, plus your order number, is enough for us to send return instructions.

Condition the item should be in

Because this is a change-of-mind guarantee rather than an unopened-box policy, a used unit is perfectly acceptable — we expect and want you to have actually tried it for a reasonable stretch of the 30 days. Please return the device along with its charging cable and any other items included in your bundle, where reasonably possible, so we can process the refund without needing to query missing parts.

Refund timescales

Refunds are processed within three working days of us receiving your return, and the money is sent back to the original payment method used at checkout. From there it typically appears on your bank or card statement within five to ten working days, depending on your bank's own processing times rather than anything on our end. If it has not appeared after ten working days, email us and we will check the payment reference for you.

Your statutory rights

Separately from our 30-day guarantee, under the Consumer Contracts Regulations you have 14 days from delivery to cancel your order for any reason, and a further 14 days from telling us to return the goods. Nothing on this page reduces your statutory rights under the Consumer Rights Act 2015, and where our own guarantee is more generous than the legal minimum — as it is here, at 30 days rather than 14 — the more generous terms apply.

Faulty items and the manufacturer warranty

Every unit carries a manufacturer warranty from the date of delivery, registered automatically against your order — there is nothing separate for you to sign up for. If a device develops a genuine fault through normal use within that period, contact us with a description of the problem and roughly when it started, and we will repair or replace it free of charge. The warranty does not cover accidental damage, water immersion, or damage caused by using a non-Orevive charger.

If your device is faulty rather than simply not suiting you, you may also have separate rights under the Consumer Rights Act 2015 to a repair, replacement or refund, depending on how long you have had it and when the fault appeared. If you are unsure which route applies to you, email us and we will point you to the right one rather than leave you to work it out.

Who pays for return postage

You cover return postage for change-of-mind returns made under the 30-day guarantee or your statutory cancellation rights — we recommend using a tracked service so you have proof of postage. For genuinely faulty items covered by the warranty, we cover the cost and will send you a prepaid returns label rather than asking you to pay upfront.

Exchanges

We do not currently run a like-for-like exchange process. If you would prefer a different pack — for example moving from a single unit to the 2-unit bundle — the simplest route is a refund on the original order followed by a fresh order for the pack you want, and our UK support team can talk you through timing so you are not without a unit for long.