Refund policy
QUAKE RETURN & REFUND POLICY
100-Day Returns
We want you waking up on time, and we stand behind the Quake Band. If the band isn't right for you, you're covered by our 100-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 incorrect items are refunded in full. Change-of-mind returns are refunded at 70% of the product price after day 14, and return shipping is yours. Full details below.
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, and it costs you nothing.
Not waking up yet? Try this first
Most wake-up issues are a quick setup fix, not a faulty band:
Set all 3 alarms with a 15-minute gap between them so your body has more than one prompt to respond to.
Wear the band snugly against the top of your wrist, not loose, so you feel the full vibration.
Try a different placement. Where the band sits decides whether you feel it. If you sleep with your arm tucked under a pillow or under your body, the vibration gets muffled before it reaches you. Try wearing the band on your other wrist, higher up your forearm, or around your ankle. For a lot of people this one change is the difference.
Confirm the alarm is switched on (not left on the default "OF" setting) and that the band is charged.
Give any change two or three nights before you judge it. You're finding the setup that works for you, and it's rarely the first one you try.
Still not working 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. If the issue is that the band isn't waking you, we'll offer to help you fix it first. You're free to decline and proceed with the return.
3. Package the item securely 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.
What you get back
Please read this section before ordering. These amounts are part of your purchase terms.
Faulty, defective, or quality issue: 100% of your order refunded, including shipping you paid. We cover return shipping.
Damaged on arrival: 100% of your order refunded, including shipping you paid. We cover return shipping.
Wrong item received: 100% of your order refunded, including shipping you paid. We cover return shipping.
Cancelled within 14 days of delivery (UK and EU): 100% of the product price refunded. Return shipping is yours.
Change of mind, day 15 to day 100: 70% of the product price refunded. Return shipping is yours.
Band doesn't wake you, day 15 to day 100: 70% of the product price refunded. Return shipping is yours.
About the 70%. From day 15 onward, we deduct a 30% restocking fee from change-of-mind and does-not-suit returns. This covers the cost of processing, inspecting, and repackaging a returned band that we can no longer sell as new. Original shipping is not refunded.
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 100 days of delivery.
Items must be in their original condition, unused where possible, and returned in the original packaging with all accessories, including the charging plug.
Returns must be pre-authorised by our team (see above).
Returns arriving without prior approval, or missing accessories, may be refused or refunded at a reduced amount.
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. This is separate from the returns policy above and 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 band isn't waking you. 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, you can return the band under the terms above.
Changed your mind or no longer wanted. Return the item under the terms above. Return shipping is your responsibility.
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.
Refund amounts follow the "What you get back" section above. Original shipping is refunded only for faulty, damaged, or incorrect items.
Exchanges
Prefer a different colour, or need a replacement? 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 guarantee it.
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.
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