Refund policy

30-Day Return Policy (non-fault)
We have a 30-day return window. You have 30 days from the day you receive your order to request a return.

To be eligible for a return, all items must:

  • Be in the same condition you received them,

  • Be unused / unworn (no skin contact),

  • Include all original cables, accessories, and packaging,

  • Be in resalable condition.

For hygiene, safety, and regulatory reasons, we cannot accept or resell grounding / earthing products that have been used or had skin contact. Any item that shows signs of use will not be eligible for 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’d like to return,

  • The reason for the return,

  • Clear photos of the item and packaging.

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

Unless the product is faulty or incorrect, return shipping costs are your responsibility and are non-refundable.

Damaged / incorrect 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 / no ground connection).

We may ask for photos or a short video so we can troubleshoot or confirm the issue. In many cases we can resolve grounding/connection issues with simple setup guidance (for example: checking outlet earth connection or cable seating), so we’ll usually try that first.

If the product is confirmed to be damaged or defective on arrival, we will offer a repair, replacement, or refund.

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

“No results / no benefit”
Many customers choose grounding for potential wellness benefits such as sleep support, comfort, or general wellbeing. While we’re happy to help you with correct usage and placement, we cannot guarantee specific health outcomes and we do not offer refunds based on perceived lack of results.

Not experiencing a benefit is not considered a fault. We are very confident that our products function correctly, and have never found a faulty one in thousands of sales.

If you would like help testing that your product is grounding properly, please contact us here: https://trulygrounded.co.uk/pages/contact

European Union 14-day cooling-off period
If your order was delivered to an address in the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason.

To qualify for a refund under the cooling-off period:

  • The item must be unused, in the same condition you received it, and in its original packaging.

  • Items that have been used or had skin contact are not eligible for return for hygiene/safety reasons.

  • You are responsible for the cost of return shipping.

To request a return under the 14-day cooling-off period, please contact us here: https://trulygrounded.co.uk/pages/contact

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

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

If the return is not approved (for example, the item shows signs of use or damage that prevents resale), we’ll 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 and 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 and we can help you test this safely before use.