Refund policy

QUAKE RETURN & REFUND POLICY

100-DAY MONEY-BACK GUARANTEE

We want you waking up on time, and we stand behind the Quake Band. If you're not satisfied with your order for any reason, you're covered by our 100-Day Money-Back Guarantee. Please review the process and conditions below so your return goes smoothly.

If your Quake Band doesn't wake you at first, please read the "Not waking up yet?" section before returning. It solves the issue for most people in a night or two.

NOT WAKING UP YET? TRY THIS FIRST

Most wake-up issues are a quick setup fix:
- Set all 3 alarms with a 15-minute gap between them so your body has more than one prompt to respond to.
- Make sure the band is worn snugly against the top of your wrist, not loose, so you feel the full vibration.
- Confirm the alarm is switched on (not left on the default "off" setting) and that the band is charged.

Still not working for you after trying this? No problem, you're covered. Email us at hello@tryquakeband.com and we'll start your return.

HOW TO START A RETURN

All returns must be approved by our team before you send anything back. Unauthorised returns, and items sent to an address we did not provide, cannot be processed or refunded.

1. Email hello@tryquakeband.com within 100 days of receiving your order. Include your order number and the reason for your return.
2. Our team will confirm your return and provide you with the correct return address and a short return form.
3. Securely package the item in its original packaging with all included accessories, complete the form, and ship it to the address we provide.

Please request your return address from our customer support team before sending anything. We can only accept returns sent to the address we provide once your return is approved.

RETURN CONDITIONS

- Returns must be requested within 100 days of delivery.
- Items must be in their original condition, unused where possible, and returned in the original packaging with all accessories.
- Returns must be pre-authorised by our team (see above).

COMMON RETURN REASONS

Defective, faulty, or quality issue:
Contact us at hello@tryquakeband.com within 14 days of delivery with a photo or short video of the issue. We'll arrange a free replacement or a full refund, including any shipping you paid. You choose.

Package damaged on arrival:
Email us within 5 days of delivery with clear photos of the damaged item and packaging (with the shipping label visible). We'll send a free replacement or issue a refund.

Changed your mind / no longer wanted:
You can return the item for a refund of the product price. Return shipping is the customer's responsibility.

Wrong item received:
That's on us. Contact us and we'll make it right at no cost to you.

REFUNDS

Once we receive and inspect your returned item, we'll email you to confirm your refund. Approved refunds are issued to your original payment method, typically within 5-10 business days of us receiving the return (your bank may take a little longer to show it).

- For change-of-mind and does-not-fit returns, refunds cover the product price. Original and return shipping costs are non-refundable.
- For faulty, damaged, or incorrect items, we refund the full amount including shipping, or replace the item free of charge.

EXCHANGES

Prefer a different colour or a replacement? Email hello@tryquakeband.com and we'll arrange an exchange using the same return process above.

CANCELLATIONS & ORDER CHANGES

We process orders quickly to get them to you fast, so we can't guarantee changes or cancellations once an order is placed. If you need to change or cancel, contact us as soon as possible and we'll do our best, but we can't guarantee it once the order has entered fulfilment.

LOST OR STOLEN PACKAGES

If tracking shows your order delivered but you can't find it, contact us within 7 days of the marked delivery date with your order and tracking number. While we aren't responsible for packages marked delivered by the carrier, we'll help you file a carrier claim and, where possible, offer a replacement or store credit. To avoid this, choose a delivery address where someone can receive the parcel.

CONTACT US

Questions, or ready to start a return? Email us at hello@tryquakeband.com and we'll get back to you within 24-48 hours on business days. We're here to make sure you wake up on time, every time.

Quake