Refund policy

Refund and Return Policy

Last updated: October 8, 2026

You have 30 days from the day your order arrives to request a return.

CHANGED YOUR MIND

That is a fine reason. Email support@nerrin.com within 30 days of delivery and we will arrange a return. The item must be unused, in its original packaging, and in the condition it arrived in.

For change-of-mind returns, you pay the cost of return postage.

HYGIENE RESTRICTIONS

Some of our products are used directly on the body, and once used they cannot be resold.

The Heel Reset is used on skin, and the Side-Sleeper Leg Lock is slept against. If either has been used, we cannot accept it back as a change-of-mind return.

The Sweater Reset may be returned as a change of mind provided it has not been used on fabric.

These restrictions apply only to change-of-mind returns. They do not apply, and we will never use them as a reason to refuse you, if the product is faulty, damaged, incomplete, unsafe or not as described. A used item can still be a defective item, and your rights in that situation are unaffected.

DAMAGED, FAULTY, INCORRECT OR NOT AS DESCRIBED

If your order arrives damaged, faulty, incomplete, different from what you ordered, or it fails during normal use, contact us at support@nerrin.com with your order number and clear photographs or a short video showing the problem.

Once we have verified the problem, we will replace the item or refund you in full, whichever you prefer. In most cases we will not ask you to send anything back. Where a return is necessary, we pay the return postage.

This applies whether or not the item has been used, and it is not limited by the hygiene restrictions above.

Your statutory rights under applicable consumer protection law apply in addition to this policy and are not reduced by it. Where those rights give you a longer period or a stronger remedy than this policy, those rights apply.

HOW TO REQUEST A RETURN

1. Email support@nerrin.com with your order number and the reason for the return. Include photographs if the item is damaged or faulty.
2. We aim to respond within 1 to 2 business days.
3. If a return is needed, we will confirm the correct return address in that reply.
4. Send the item back using a tracked service and keep your proof of postage.

Please do not send anything back before you hear from us. We ship from outside the United States, so there is no single standing returns address, and items sent back without a confirmed address may not reach us.

RETURN SHIPPING COSTS, IN SHORT

Change of mind: you pay return postage.
Damaged, faulty, incorrect or not as described: we pay, and usually we do not ask for the item back at all.

REFUNDS

Once we have received and inspected your return, or verified a fault from your photographs, we will email you to confirm.

Approved refunds are issued to your original payment method within 10 business days of that confirmation. Your bank or card issuer may take additional time to show the refund on your statement.

Shipping was free on your order, so there is no shipping charge to refund.

CANCELLATIONS

To cancel an order, email support@nerrin.com as soon as possible with your order number. We will cancel it and refund you in full if it has not yet been dispatched.

Once an order has been dispatched we cannot cancel it, but you can still return it under the terms above.

If we are unable to dispatch your order within the delivery window stated in our Shipping Policy, we will contact you and you may cancel for a full refund at that point.

WHAT WE CANNOT ACCEPT BACK

Change-of-mind returns of items that have been used, where hygiene restrictions apply as described above.
Change-of-mind returns requested more than 30 days after delivery.
Items returned without contacting us first, where no return address has been confirmed.

None of the above limits our obligations in respect of faulty, damaged, incorrect or unsafe goods.

QUESTIONS

Email support@nerrin.com and include your order number. A person reads every message, and we aim to respond within 1 to 2 business days.

This policy does not limit any rights you have under applicable consumer protection law.