Refund policy
Last updated: 10 October 2026
We want you to be happy with your Kneetique order. This policy explains how to cancel, return or get a refund. It doesn't affect your statutory rights. If you live outside the UK, you may also have additional rights under your local law.
Cancelling before your order ships
If you change your mind before your order has been dispatched, email us and we'll cancel it and refund you in full.
Changed your mind? 14-day right to cancel
You can cancel your order for any reason within 14 days of the day you receive it.
- Tell us within 14 days of delivery by emailing asa.commerce00@gmail.com with your order number. A clear statement that you want to cancel is all we need.
- We'll reply with the return address and instructions. Please don't send items back before contacting us, as returns sent to the wrong address can be lost.
- Send the item back within 14 days of telling us you want to cancel. We recommend a tracked service and keeping proof of postage.
For change-of-mind returns, you pay the cost of sending the item back. Please return the massager, both knee sleeves and the charging cable, ideally in the original packaging.
You can handle the product as you would in a shop to check it works, but if it has been used beyond that or returned damaged, we may reduce your refund to reflect the loss in value.
Faulty, damaged or wrong items
If your item arrives faulty, damaged or not as described, or develops a fault, email us with your order number, a short description and a photo or video of the problem.
- Within 30 days of delivery: you can choose a full refund, or a replacement if you'd prefer.
- After 30 days: we'll offer a repair or replacement first. If that isn't possible or doesn't fix the problem, you're entitled to a refund, which may be reduced to reflect the use you've had if it's more than 6 months after delivery.
We cover any return costs for faulty, damaged or incorrect items. In many cases we won't need the item back at all.
Refunds
We'll refund you to your original payment method:
- for change-of-mind returns, within 14 days of receiving the item back or of you providing proof that you've sent it, whichever is sooner;
- for cancellations before dispatch and for faulty items, within 14 days of agreeing the refund.
Your bank or card provider may take a few extra days to show the refund on your statement.
Exchanges
If you'd like a different sleeve size or bundle, return the original under the 14-day right to cancel and place a new order for the item you want.
Contact
For any return or refund question, email asa.commerce00@gmail.com with your order number and we'll get back to you within 2 business days.