Refund policy
Quake Return & Refund Policy
60-Day Returns
We want your adult child up on time every morning, and we stand behind the Quake Launch Alarm. If it isn't right for your household, you're covered by our 60-Day Returns policy. Please read the process and conditions below so your return goes smoothly, including how much you get back and when.
In short:
- Faulty, damaged or wrong item: refunded in full, including any shipping you paid. Send us a photo or short video, and in most cases you won't need to post anything back.
- Change of mind within 14 days of delivery: 100% of the product price refunded. Return shipping is yours.
- Change of mind, or the alarm doesn't wake them, day 15 to day 60: 70% of the product price refunded. Return shipping is yours.
- The alarm wasn't used as directed: not eligible for a refund after the first 14 days (see "Alarm not used as directed" below).
The 60-Day Returns policy covers the product price. Original shipping is refunded only for faulty, damaged or incorrect items. Full details are below.
If the Quake Launch Alarm doesn't wake them at first, please read "Not waking up yet?" before returning. It solves the issue for most households within a night or two, and it costs you nothing.
Not waking up yet? Try this first
Most wake-up issues are a quick setup fix, not a faulty alarm:
- Use vibration + sound mode. Feeling it and hearing it at the same time is the strongest wake-up. Vibration-only or sound-only is weaker.
- Turn the volume up. Set the alarm to its highest volume level.
- Put the vibration plate directly under the pillow, under where their head rests. Not under the mattress, not beside the pillow, and not under a thick pillow topper, which muffles the vibration.
- Place the clock across the room, out of reach from the bed, using the long cable. If the clock is within reach, they can switch it off half-asleep without properly waking.
- Check the basics: the clock is plugged in and powered, the alarm time is correct (AM/PM or 24-hour), and the alarm is switched on.
- Give any change two or three nights before you judge it. The first mornings are often the hardest, especially after a late night.
Stuck on setup? Email us at hello@tryquakeband.com and we'll walk you through it. Still not working after trying this? No problem, you're covered. Email us and we'll start your return.
Faulty or damaged? You usually won't need to post anything back
For faulty, defective or damaged-on-arrival items, we work from photos or video rather than asking you to ship the alarm back. It's faster for you and saves a parcel.
Email hello@tryquakeband.com with your order number and:
- For a fault: a photo or short video of the clock powered on showing the issue. If the vibration plate is the problem, a short video of the alarm going off with the plate in view.
- For damage on arrival: clear photos of the item and the packaging, with the shipping label visible, within 5 days of delivery.
Once we've reviewed it, we'll send a free replacement or refund you in full including any shipping you paid. You choose. You can keep or recycle the original. If a replacement develops the same fault, we refund in full.
If you'd prefer not to send a photo or video, that's fine. You can return the alarm to us instead under the standard process below, and we'll inspect it on arrival. Refunds for faulty items are confirmed after inspection, and we cover your return shipping once the fault is confirmed.
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.
- Email hello@tryquakeband.com within 60 days of receiving your order. Include your order number and the reason for your return.
- We'll confirm your return and send you the correct return address and a short return form. US orders are returned to our US returns address, so you won't be shipping overseas. If the issue is that the alarm isn't waking them, we'll offer to help you fix the setup first. You're free to decline and proceed with the return.
- Package the item securely in its original packaging with all included parts (the clock, the vibration plate and the USB power cable), complete the form, and ship it to the address we provide within 14 days of approval. Please send us the tracking number.
Please request your return address from our team before sending anything. We can only accept returns sent to the address we provide once your return is approved.
What you get back
Please read this section before ordering. These amounts are part of your purchase terms.
| Reason | Refund | Original shipping | Return shipping |
|---|---|---|---|
| Faulty, defective or quality issue | 100% of product price | Refunded | Not needed with photo/video. If returned, we cover it once the fault is confirmed |
| Damaged on arrival | 100% of product price | Refunded | Not needed with photos |
| Wrong item received | 100% of product price | Refunded | We cover it |
| Change of mind, within 14 days of delivery | 100% of product price | Not refunded | Yours |
| Change of mind, day 15 to day 60 | 70% of product price | Not refunded | Yours |
| Alarm doesn't wake them when used as directed, day 15 to day 60 | 70% of product price | Not refunded | Yours |
| Alarm not used as directed, day 15 to day 60 | Not eligible for a refund | Not refunded | — |
About the 70%. From day 15 onward we deduct a 30% restocking fee from change-of-mind and doesn't-wake-them returns. This covers the cost of processing, inspecting and repackaging a returned alarm that we can no longer sell as new. It's applied to the product price only.
"It doesn't wake them" is not a fault. The alarm vibrates and sounds as designed. How well it works depends on setup, placement and how deeply someone sleeps. That's why it's treated as a change-of-mind return. If you believe the vibration or the alarm sound itself isn't working, send us a short video and we'll treat it as a faulty claim.
Alarm not used as directed. The Quake Launch Alarm can only wake someone who sleeps with it set up and switched on. Returns after the first 14 days are not eligible for a refund where the alarm hasn't been used as directed. This includes, for example, when the person it was bought for:
- won't use it or stops using it,
- unplugs it or switches the alarm off before it goes off,
- removes the vibration plate from under their pillow,
- moves the clock within reach of the bed, or
- sleeps somewhere else.
These situations aren't a fault with the product. Our "Not waking up yet?" guide and our team are here to help with setup, and the free guide included with your order covers how to introduce the alarm and build the routine together. When you request a return because the alarm isn't waking them, we may ask a few short questions about how it has been set up and used.
Your statutory rights. If you're in the UK or EU, you have a legal right to cancel within 14 days of receiving your order, for any reason, and receive the product price back in full. No restocking fee applies within that window. Nothing in this policy affects that right, or your legal rights in respect of faulty goods.
Return conditions
- Returns must be requested within 60 days of delivery.
- Returns must be pre-authorised by our team (see above) and shipped within 14 days of approval.
- Items must be in their original condition and returned in the original packaging with all parts, including the vibration plate and USB power cable.
- Refunds and replacements for faulty or damaged items are issued on the basis of photo or video evidence, or on inspection of the returned item where evidence isn't provided.
- Returns arriving without prior approval, sent to an address we did not provide, damaged through misuse, or missing parts may be refused or refunded at a reduced amount.
- Refund amounts follow the "What you get back" section. A return that arrives in full working order is refunded at the change-of-mind rate for its return window, unless it falls under "Alarm not used as directed".
Common return reasons
Defective, faulty or quality issue. Email hello@tryquakeband.com with your order number and a photo or short video of the issue. We'll arrange a free replacement or a full refund, including any shipping you paid, and in most cases you won't need to send the alarm back. Your legal rights are unaffected.
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 in full.
Wrong item received. That's on us. Contact us and we'll make it right at no cost to you.
The alarm isn't waking them. Try the steps in "Not waking up yet?" first, and email us if they don't help. We'll work through it with you. If we can't get it working when it's set up and used as directed, you can return it as a change-of-mind return under the terms above.
They won't use it. We understand how frustrating this is. It isn't a product fault, so it isn't eligible for a refund after the first 14 days. Get in touch and we'll share what has helped other families.
Changed your mind or no longer wanted. Return the item under the terms above. Return shipping is your responsibility.
Something else. Contact us and we'll work it out.
Refunds
For photo or video claims, we confirm your refund by email once we've reviewed what you sent. For physical returns, we confirm once we receive and inspect the item. Approved refunds are issued to your original payment method, typically within 5–10 business days of approval. Your bank may take a little longer to show it.
Refund amounts follow the "What you get back" section above. Original shipping is refunded only for faulty, damaged or incorrect items.
Exchanges
Need a replacement part or unit? Email hello@tryquakeband.com and we'll arrange an exchange using the same return process above. No restocking fee applies to exchanges.
Cancellations and 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. Once an order has entered fulfilment we can't cancel it, but you're still covered by the 60-Day Returns policy once it arrives.
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 your mornings start on time, every time.
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