Returns & Refunds

Last updated 20 August 2026. Short version: you have 90 nights, we pay the return shipping, and you are only ever charged for what you chose yourself.

Our 90-night guarantee

Try the EpticLabs Deep Core System for 90 nights from the day it arrives. If it hasn't done what you hoped, email support@epticlabs.com and we send you return instructions. No restocking fee, no deduction, and nothing goes overseas.

One honest request before you return it: give it two full weeks of daily use first. This is not a painkiller that works the moment you switch it on. The customers who get something out of a device like this are the ones who use it every day, and almost nobody notices a difference in the first few sessions. Write down where you have to stop walking on day 1, and check again on day 14. If the number hasn't moved, send it back and we refund you.

How to start a return

  • Email support@epticlabs.com with your order number.
  • Tell us in one line what didn't work. You do not have to justify it — we ask because it is the only way we improve the product.
  • We reply within one business day with return instructions.
  • Once the package is scanned by the carrier, your refund goes back to the original payment method within 5–10 business days.

Please send back everything that came in the box: the pods, the charging case and the cable. Used gel pads are yours to keep — for hygiene reasons we cannot take those back and we do not charge you for them.

Cancelling an order

We pack orders fast, usually within one business day. If you email us within 24 hours of ordering we can almost always stop it. After that the package has already left and we cannot pull it back — but the 90-night guarantee still covers you, so refuse the delivery or send it back once it arrives.

Damaged or faulty on arrival

If the device arrives damaged or won't switch on, email us a photo within 14 days and we ship a replacement immediately. You do not pay for shipping either way and you do not have to send the broken one back first.

Delays

Carriers lose days sometimes — weather, holidays, a scan that never happens. A delayed package is not grounds for a refund on its own, because it is still coming. Email us and we will chase it. If it genuinely never arrives, see “Missing packages” in our Shipping Information.

No hidden charges

You are only ever charged for what you chose. Nothing is added at checkout, and nothing you buy today renews on its own. If we later offer a repeat delivery for gel pads it will be a box you tick yourself, with the price and the interval shown before you pay and one click to cancel — never something switched on for you. If you ever see a charge from us you did not make yourself, email us and we will refund it that day.

Changes to this policy

We may update this page. The version that applies to your order is the one that was live on the day you ordered, and we will honour it.

Questions

Email support@epticlabs.com or send us a message. A person answers, within one business day, Monday to Friday.