Refund policy

The short version

• 60 days from delivery to start a return.
• Free return shipping, one prepaid label per order.
• Used sets are accepted. This is a trial, not a display item.
• Refund to the original payment method, no restocking fee.

How to start a return

1. Email sevyn@support.com with your order number and one line about what did not work for you.
2. We reply with a prepaid return label, usually within one business day.
3. Pack the mat and pillow into the original box if you still have it, or any box that fits. Attach the label and hand the parcel to the carrier.
4. We refund as soon as the parcel is scanned as received at our warehouse.

Refunds

Refunds go back to the card, wallet or account you paid with. We issue the refund within 3 business days of receiving the return. How fast the money appears is up to your bank, normally 3 to 10 business days after that.

We refund the price you paid for the product. Original shipping charges, where any were paid, are refunded on full returns. If you keep part of a multi item order, the shipping on the part you keep is not refunded.

Free gifts and bundles

If your order included free gifts, send them back together with the set. If a gift is missing or has been used up, its retail value is deducted from the refund. If you return one item out of a bundle and the bundle price no longer applies, the refund is calculated against the normal price of the items you keep.

What we cannot take back

• Items returned more than 60 days after delivery.
• Items damaged beyond normal use, for example cut, burnt, torn apart, or returned soaked.
• Items bought from a reseller rather than from this store. In that case contact the shop you bought from.

Damaged, faulty or wrong item

If the parcel arrives damaged, or the set is faulty, or we sent the wrong colour, email us within 14 days of delivery with a photo. We send a replacement or a full refund, whichever you prefer, and you do not send anything back unless we ask.

5 year spike guarantee

The spike discs are the part that has to survive years of use. If a disc cracks, breaks off, or separates from the mat under normal home use within 5 years of your delivery date, we replace the mat. Send a photo and your order number to sevyn@support.com.

The guarantee covers the discs and their attachment. It does not cover fabric wear, stains, pet damage, or a mat that has been cut open. It applies to the original buyer and needs proof of purchase from this store. It sits on top of your statutory rights, it does not replace them.

Cancelling before the parcel ships

Orders are packed fast. If you want to cancel, email us as soon as possible and we will stop the order if it has not left the warehouse. If it has already gone out, treat it as a return once it arrives.

Statutory rights in the EU and the UK

If you are a consumer in the European Union or the United Kingdom, you also have a legal right to withdraw from a distance purchase within 14 days of receiving it, without giving a reason. To use it, write to sevyn@support.com and say you are withdrawing from the contract. Our 60 day policy above is wider than the statutory minimum, so in practice you can simply use that. Nothing here limits your rights under consumer law, including rights relating to faulty goods.