Orevive SpineEase Refund and Returns Policy

Stated guarantee

30 days from delivery

Discrepancy

One image shows a 90-day badge

Support

UK email, Mon–Fri 9am–5pm

Statutory cooling-off

14 days under Consumer Contracts Regulations

How to claim a refund: step by step

1. Note your delivery date, since the 30-day window is stated to run from delivery, not from the order date.
2. Email the seller's UK support team (Monday to Friday, 9am–5pm) within that window, quoting your order number and stating that you'd like to return the item under the money-back guarantee.
3. Wait for their return instructions, which should confirm the address and any reference number to include with the parcel.
4. Repackage the massager, ideally with the original box and accessories, and post it using a tracked service.
5. Keep proof of postage until the refund has cleared into your account.
6. Follow up if you haven't heard back or been refunded within a reasonable time (see the timeline below).

Typical refund timeline

The seller doesn't publish a specific number of working days for refunds to clear once a return is received, so build in some buffer when planning around this.

What to keep in case you need to claim

• The order confirmation email, including your order number
• A screenshot of the guarantee terms shown at the time you ordered
• The outer box and all accessories (travel bag, USB-C cable, UK guide), at least until you've decided to keep the item
• Proof of postage for the returned parcel, with tracking if possible
• Copies of any email correspondence with the seller's support team

The 30-day vs 90-day discrepancy

The seller's written terms on the official store state a 30-day money-back guarantee from delivery. However, at least one promotional image used in marketing shows a "90 days" badge. We can't say why this inconsistency exists, whether it reflects an older promotion, a different bundle, or a simple error. What we can say is that it's a real discrepancy you should resolve for yourself before relying on it: take a screenshot of whatever guarantee wording is shown to you at checkout, and treat the 30-day figure in the written terms as the one to plan around unless the seller confirms otherwise in writing.

Your UK consumer rights

• Consumer Contracts Regulations 2013: for most online purchases, you have the right to cancel within 14 days of delivery for a full refund, separate from any store-specific guarantee. See gov.uk.
• Consumer Rights Act 2015: goods must be as described, of satisfactory quality and fit for purpose; if they aren't, you may have a right to a repair, replacement or refund beyond any shorter store policy. See Citizens Advice.
• Section 75 / chargeback: for credit card purchases between £100 and £30,000, Section 75 can make your card provider jointly liable if something goes wrong. For debit cards or smaller amounts, a chargeback claim may be possible instead.

These statutory rights sit alongside the seller's 30-day guarantee rather than replacing it, so you're not solely dependent on the store's own policy if something goes wrong.

If you're still deciding whether to buy at all, weigh the guarantee against the overall price and what you'd lose if a refund request were delayed or refused. A clear written policy, tracked delivery and UK-based support all reduce that risk, but none of them remove it entirely, so only spend what you'd be comfortable being without for a few weeks while a return is processed.

Warranty

The store mentions a manufacturer warranty registered with your order but doesn't state how long it lasts or exactly what it covers. If the warranty length matters to your decision, ask support to confirm it in writing before you buy, and keep their reply for reference.

It's also sensible to think about how you'll pay before you order. Paying by credit card for amounts within the Section 75 threshold gives you an extra layer of protection alongside the seller's own guarantee, and keeping your bank statement as a record of the transaction costs nothing and can save considerable hassle if a dispute arises later.

Finally, don't assume a guarantee is unlimited just because it sounds generous in an advert. Store-specific guarantees are a goodwill policy on top of your legal rights, not a replacement for them, and they can be changed or withdrawn by the seller at any time for future orders. What matters for your own purchase is the version of the terms that applied when you bought, which is exactly why keeping a screenshot at checkout is worth the thirty seconds it takes.

If the seller doesn't respond

If you don't hear back within a reasonable time, send a follow-up email referencing your original message and order number, and consider stating a clear deadline for a response. If you paid by credit card and the amount falls within the Section 75 threshold, contact your card provider. Debit card users can ask about chargeback instead. Citizens Advice also publishes guidance on what to do when a retailer won't resolve a complaint directly.

For more on what's included in the box and how the device is meant to be used, see our customer reviews guide and the full Orevive SpineEase review.

Sources and last checked: Official Orevive SpineEase store terms, checked 11 October 2026; gov.uk – accepting returns and giving refunds; Citizens Advice – consumer rights.