Refund & Returns Policy

You may request a return within 30 days of receiving your order. To qualify, please contact us before sending an item back so we can provide the correct return instructions.

Items must be unused, undamaged and returned in their original packaging, with all parts, labels, guides and accessories included. We may be unable to accept a return if an item shows signs of use or is incomplete.

Gift cards cannot be returned. For health and hygiene reasons, used personal recovery products may also be non-returnable where they cannot safely be resold. Your statutory rights are not affected.

If an item arrives damaged, faulty or different from what you ordered, contact us as soon as possible with your order number and clear photographs. We will assess the issue and arrange a replacement, repair or refund as appropriate, at no extra cost where we are responsible.

Once a return is received and inspected, we will confirm whether the refund is approved. Approved refunds are sent to the original payment method. Your bank or payment provider may need additional time to show the funds in your account.

To request an exchange, contact us first. Exchanges depend on stock availability. Where a direct exchange is not possible, we may ask you to return the original item and place a new order.

For change-of-mind returns, you are responsible for return shipping costs and for ensuring the parcel reaches us safely. We recommend using a tracked service. If an item is faulty, damaged or incorrect, Grounded Recovery will cover reasonable return costs.

We aim to inspect returns within 5 business days of receipt. Approved refunds are normally initiated promptly after inspection, but the time taken to reach your account depends on your payment provider.

Please include your order number and the reason for your return when contacting us.