Refund policy

30-Day Returns for Unused Items (non-fault)

We offer a 30-day return window for unused items. You have 30 days from the day you receive your order to request a return.

Because our products are personal-use grounding / earthing products used in direct contact with skin, feet, bedding, or exercise surfaces, non-fault returns can only be accepted where the item is unused and suitable for resale.

To be eligible for a non-fault return, all items must:

  • Be in the same condition you received them,
  • Be unused / unworn, with no skin contact,
  • Be unopened where supplied sealed for hygiene reasons,
  • Include all original cables, accessories, instructions, and packaging,
  • Be in clean, resalable condition.

For hygiene and safety reasons, we cannot accept or resell grounding / earthing products that have been used, opened after being hygiene-sealed, or had skin contact. Any item that shows signs of use will not be eligible for a non-fault return or refund.

How to request a return

To start a return, please contact us using our form: https://trulygrounded.co.uk/pages/contact

When you reach out, include:

  • Your order number,
  • The item(s) you would like to return,
  • The reason for the return,
  • Clear photos of the item and packaging.

Please do not send anything back before we have confirmed your return request. Items sent to us without approval may be refused.

Unless the product is faulty, incorrect, or otherwise covered by your statutory rights, return shipping costs are your responsibility and are non-refundable.

UK / EU 14-day cancellation rights

If your order was delivered in the UK or EU, you may have a legal right to cancel within 14 days of receiving it for most online purchases.

This right does not apply to sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed. It also does not make used items eligible for resale-based returns.

If you want to cancel under the 14-day cooling-off period, please contact us before using the product and keep all packaging, cables, accessories, and instructions. You are responsible for the cost of return shipping unless the product is faulty or incorrect.

Damaged, incorrect, or faulty items

Please inspect your order when it arrives and contact us immediately if:

  • Your item arrived damaged,
  • You received the wrong item,
  • Your item is not functioning as described, for example no continuity or no ground connection.

We may ask for photos or a short video so we can troubleshoot or confirm the issue. In many cases, grounding / connection issues can be resolved with simple setup guidance, such as checking the outlet earth connection or cable seating.

If the product is confirmed to be damaged, incorrect, faulty, or not as described, we will offer a repair, replacement, or refund in line with your legal rights.

To report an issue with a damaged, faulty, or incorrect item, please contact us here: https://trulygrounded.co.uk/pages/contact

No results / no perceived benefit

Grounding experiences vary. We are happy to help you check setup, socket grounding, cable seating, and product continuity, but we do not guarantee specific health, sleep, mood, comfort, or wellbeing outcomes.

A perceived lack of results is not considered a product fault. If you would like help testing that your product is grounding properly, please contact us here: https://trulygrounded.co.uk/pages/contact

Refunds

Once we receive and inspect your returned item, we will let you know if your refund has been approved.

If approved, we will refund your original payment method. Please allow up to 10 business days for your bank or card provider to process the refund. If it has been more than 15 business days since we confirmed approval and you still have not received funds, please contact us here: https://trulygrounded.co.uk/pages/contact

If the return is not approved, for example because the item shows signs of use or damage that prevents resale, we will notify you and can arrange to ship the item back to you at your cost.

Warranty

Your purchase is covered by our standard warranty.

If a manufacturing fault appears within the first six (6) months, it is assumed to have been present at the time of purchase unless we can show otherwise. In this case, we will offer a repair, replacement, or refund.

The warranty covers manufacturing and electrical faults. It does not cover:

  • Normal wear and tear,
  • Damage caused by misuse, including use with an ungrounded or unsafe outlet,
  • Cosmetic damage after use,
  • Changes in personal health, sleep, mood, or comfort.

To start a warranty claim, please contact us here: https://trulygrounded.co.uk/pages/contact

Please include your order number plus a brief description, photo, or video of the issue.

Safety note

Grounding products must only be used with a properly grounded outlet or an approved grounding rod / lead. If you are unsure whether your outlet is grounded, please contact us here: https://trulygrounded.co.uk/pages/contact

We can help you test this safely before use.

Nothing in this policy affects your statutory rights.