Returns & Refunds Policy

1. Your Right to Cancel

You have the right to cancel your order within 30 calendar days of receiving your device, provided it remains in its original, unused condition.

To cancel, you must notify us clearly — by email or post — of your decision to return the item. You may use our Model Cancellation Form, available upon request, although it is not required.

2. Return Eligibility

To qualify for a refund or exchange, the following conditions must be met:

• The device must be returned within 30 days of receipt.
• The product must be unused, undamaged, and in its original packaging, including accessories, cables, and manuals.
• Any tampering, visible wear, or signs of use may result in a deduction or refusal of refund.
• For hygiene and safety reasons, we cannot accept returns of items that have been used on the skin or body, unless faulty.

If the item is faulty or defective, please contact us immediately so we can resolve the issue under your warranty or consumer rights.

3. Faulty or Damaged Goods

We take product quality seriously and each unit is inspected before dispatch. If your item arrives damaged or develops a fault within 30 days of delivery, you are entitled to a repair, replacement, or full refund.

Please email Ems@regenphd.com with your order number, proof of purchase, and clear photographs or videos of the issue. We will advise the next steps and may issue a pre-paid return label if appropriate.

After 30 days, your item will be covered under our manufacturer's warranty, which protects against defects in materials and workmanship.

4. How to Return Your Item

Please package your return securely, including your order number, contact details, and reason for return.

Send all returns to:

We recommend using a tracked delivery service for your protection, as we cannot be held responsible for items lost in transit.

Unless the product is confirmed to be faulty or damaged, the customer is responsible for return postage costs.

5. Refunds

Once we receive and inspect your return, we will notify you of the outcome via email. Approved refunds will be processed within 14 days, using the same payment method originally used for your purchase.

We reserve the right to:

• Deduct an amount for any diminished value caused by handling beyond what is necessary to inspect the product (e.g. use beyond what would be allowed in a retail environment).
• Decline refunds where items are returned in a used or damaged condition not covered under warranty.

6. Exchanges

If you wish to exchange your device for the same item (e.g. due to a defect or error), please contact Ems@regenphd.com.

Exchanges will be processed once the returned item has been received and verified.

7. Late or Missing Refunds

If you have not received your refund within 14 days of confirmation:

• Check your bank or credit card account again.
• Contact your payment provider — some refunds take additional time to process.

If you've done all this and still have not received your refund, please email support@regenphd.com and we'll be happy to assist.

8. Warranty Coverage

Your Regen EMS Recovery Device is supplied with a 30-day manufacturer's warranty, covering faults in materials or workmanship.

This warranty does not cover:

• Accidental damage
• Misuse or unauthorised repair attempts
• Wear and tear
• Cosmetic damage that does not affect function

For full warranty details, please refer to the documentation provided with your product or contact our support team.

9. Contact Us

Our customer care team is available Monday to Saturday, 9am–7pm (UK time). We aim to respond to all enquiries within 24 hours.

📧 Email: Ems@regenphd.com

📍 Address: M S K House, London Road, Silk Willoughby, Sleaford, England, NG34 8NY