Returns and refunds

Last updated: [DATE]

You have three separate sets of rights here: your legal right to cancel, your legal rights if something is faulty, and our voluntary 60-day guarantee. The guarantee is in addition to your legal rights and does not replace or reduce them.

1. Your legal right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason within 14 days of the day you receive it. You do not need to give a reason.

To cancel, tell us clearly before the 14 days are up — email support@keravix.co.uk with your order number. You may use the model cancellation form at the bottom of this page, but you don't have to.

After cancelling, return the goods to us within 14 days. We will refund you within 14 days of receiving the goods back, or of you providing proof that you have sent them, whichever is earlier. Refunds go to the original payment method.

We refund the price of the goods plus the standard delivery cost you paid. If you chose a more expensive delivery option, we refund the standard rate only. You pay the cost of returning the goods to us.

If you have handled the goods more than was necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any diminished value.

2. Our 60-day guarantee

On top of your legal rights, we will accept a return for a full refund within 60 days of delivery, even if the device has been used, and even if you simply didn't get on with it. You do not need to give a reason.

Conditions: one device per customer under this guarantee, you'll need your order number, and you pay return postage. Opened consumable products (such as the serum) are covered under this guarantee but are not returnable under section 1 above once opened, for hygiene reasons.

3. If your item is faulty

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If yours isn't:

• Within 30 days of delivery — you have the short-term right to reject and get a full refund.
• Within 6 months — you're entitled to a repair or replacement. If that fails, you can claim a refund, which may be reduced to reflect use.
• Up to 6 years (5 years in Scotland) — you may still have a claim if the item was faulty when supplied.

We pay return postage on faulty items. Email us with your order number and a description of the fault.

How to return something

1. Email support@keravix.co.uk with your order number.
2. We'll reply with the return address and instructions.
3. Send it back, ideally with tracking — until it reaches us it's your responsibility, and proof of postage is not proof of delivery.
4. We'll email you when it arrives and process the refund.

Refunds usually appear within 3–5 working days of being processed, depending on your bank.

Cancelling before dispatch

Email us as soon as possible. If it hasn't gone out, we'll cancel and refund in full straight away.

Model cancellation form

To: [COMPANY NAME], [ADDRESS], support@keravix.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on / received on: [DATE]
Name: [YOUR NAME]
Address: [YOUR ADDRESS]
Order number: [ORDER NUMBER]
Signature (only if sending on paper): ______________
Date: [DATE]