Returns & Refunds Policy

Last updated: 9 September 2026

Returns and Exchanges

Due to the nature of our consumable products, we do not operate a physical returns or exchange service. Where you qualify for a refund under this policy or your statutory rights, we do not require you to return the products. Please do not send products back to us.

This does not restrict your cancellation rights or your rights if goods are faulty, damaged or not as described.

Refund Requests

If you are unhappy with your purchase, our 60-day money-back guarantee allows you to request a refund by emailing hello@usecadence.com within 60 days of placing your order.

Please include your order number or the email address used at checkout. No product return is required, including for opened or used products. The date you contact us determines whether your request falls within the 60-day period.

For a full-order refund under this guarantee, we will refund the amount paid, including applicable VAT and original delivery charges, to your original payment method. We will process your refund without undue delay and within 14 days of receiving your request, and confirm by email when it has been issued. Your payment provider may take additional time to display it.

Cancelling an Online Order

For UK online purchases covered by the statutory cancellation right, you may cancel without giving a reason from the time you place your order until 14 days after the day you receive your goods. If a single order is delivered in separate instalments, this period generally ends 14 days after the day you receive the last item.

To cancel, email hello@usecadence.com or contact us using any other clear statement of your decision. You may use the cancellation form provided with your order information, but this is not compulsory.

We waive the requirement to return the goods. If you cancel your entire order under this right, we will refund your payment, including the cost of our standard delivery option, without undue delay and within 14 days of being informed of your decision. Any additional charge for premium delivery need not be refunded under the statutory cancellation right.

We will use your original payment method unless you expressly agree otherwise, and you will not incur a refund fee. Where our 60-day guarantee provides more favourable terms, those terms apply.

Faulty, Damaged, Incorrect or Missing Goods

If your order arrives damaged, contains an incorrect item, has not arrived, or you believe a product is faulty or not as described, please contact hello@usecadence.com with your order details and a description of the issue. Photos can help us resolve damaged or incorrect orders.

Goods must be of satisfactory quality, fit for purpose and as described. You will generally have a short-term right to reject goods that do not meet these requirements within 30 days of delivery and receive a refund. Further rights, including replacement, price reduction or refund, may apply after that period.

We will provide the remedy required by law. These rights are not limited to our 60-day guarantee, and we do not require physical returns.

Your Consumer Rights

Our money-back guarantee is additional to your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy excludes or limits those rights.

For assistance, contact hello@usecadence.com.