Refunds
Refund & cancellation policy.
Plain terms for plain hardware. Here is exactly what can and cannot be refunded.
- Cancelling before dispatch
- An order can be cancelled at no cost at any point before it is released for dispatch. Reply to your order confirmation with the order reference. Cancelled orders are refunded in full within 3 to 5 business days.
- Unused hardware
- Coolers, tumblers, pens, and cases that are unused and in original packaging may be returned within 30 days of delivery for a refund less outbound shipping. Request a return authorisation first.
- Consumables
- Bacteriostatic water and syringes are sealed sterile goods. Once the outer seal is broken they cannot be returned, exchanged, or refunded.
- Damaged, short, or incorrect shipments
- Report within 7 days of delivery with photographs of the carton, packing slip, and contents. Verified claims are replaced at no cost or refunded in full if you prefer.
- Non-delivery
- If tracking shows no movement for 10 business days, or delivery to an address you did not provide, contact us and we will open a carrier trace. Confirmed losses in transit are reshipped at no cost.
- How refunds are issued
- Refunds always return to the original payment method. Card refunds are submitted within 2 business days of approval and typically appear within 5 to 10 business days depending on the issuing bank.
- Payment disputes
- If something is wrong with an order, contact us before opening a dispute with your bank — we can almost always resolve it faster directly.