Refund policy

REXORER REFUND POLICY
Last updated: September 2026

We stand behind the Rexorer Detector+. This policy sets out your rights and our requirements in full so there are no surprises on either side.

Before You Plug It In
The Rexorer Detector+ contains gas and carbon monoxide sensors that begin their working life the moment the unit is powered on. Once a unit has been plugged in, it can no longer be resold as new. If you are unsure whether you will keep your Detector+, please make that decision before plugging it in.

This only affects change-of-mind returns. If your unit is faulty at any point during its 5-year sensor life, you are covered by our 5-Year Lifetime Warranty below, whether or not the unit has been used.

14-Day Change-of-Mind Returns
If you change your mind about your purchase, you may request a return within 14 days of receiving your order. To be eligible, the following conditions must be met:

  • The unit must be unused and must never have been plugged in or powered on.
  • The unit must be returned in its original packaging with all original contents, including the user manual and any included accessories.
  • The unit must be in resellable condition, with no scratches, marks, or damage.
  • You must submit a return request by emailing hello@rexorer.com. Your request must include your order number, the reason for your return, and a photo of the unit and its contents.

Return postage is at your own cost. We will provide our return address upon approval of your request. Please do not send any item back before contacting us and receiving approval, as unapproved returns cannot be processed.

A 25% restocking fee applies to all change-of-mind returns. This fee covers our original shipping, handling, and inspection costs. It is calculated on the product price only and does not apply to taxes or shipping charges.

Every returned unit is inspected on arrival. Units that show signs of use, damage, or missing contents will not be refunded and will be returned to you at your own cost.

Once we receive your returned unit and confirm it meets the above conditions, your refund, minus the restocking fee, will be processed to your original payment method within 5 to 10 business days.

Used units cannot be returned for change of mind. If a used unit develops a fault, it is covered by our 5-Year Lifetime Warranty below.

5-Year Lifetime Warranty
Your Rexorer Detector+ is covered for the full working life of its sensor. The sensor is rated for 5 years, so our Lifetime Warranty covers your unit for 5 years from the date of delivery.

If your Detector+ develops a fault caused by a defect in its materials, components, or workmanship during this period, we will send you a free replacement unit at no cost to you. Covered faults include, for example:

  • The unit will not power on.
  • The unit stops reading, or its readings freeze or remain stuck.
  • Readings are clearly inaccurate, or the unit alarms repeatedly with no gas or carbon monoxide present.
  • The FAULT indicator light comes on.
  • The alarm, buzzer, or TEST button stops working.
  • The display fails or becomes unreadable.

To make a warranty claim, email hello@rexorer.com with your order number, a short description of the problem, and a video clearly showing the fault. Once we have reviewed your submission and confirmed the issue, we will send your replacement. If we ask you to return the faulty unit, we will cover the return postage.

Please note that when first plugged in, the Detector+ runs a 200-second warm-up period before it begins detecting. Please allow this warm-up to complete before reporting a fault.

A replacement unit is covered for the remainder of your original 5-year warranty period. We do not offer refunds for faulty units, only replacements. If an identical replacement is not available, we will provide an equivalent model.

What the Warranty Does Not Cover

  • Normal end of sensor life after 5 years from the date of delivery.
  • Physical damage after delivery, such as drops, impacts, or crushing.
  • Water or liquid damage.
  • Damage caused by power surges, faulty wiring, or incorrect voltage.
  • Use outside the specified environment: indoor use only, between -10°C and 55°C (14°F and 131°F), below 95% relative humidity, with no condensation.
  • Damage caused by paint, solvents, aerosols, cleaning chemicals, or silicone sprays applied on or near the sensor.
  • Units that have been opened, modified, or repaired by anyone other than Rexorer.
  • Cosmetic wear such as scratches or discolouration.
  • Units purchased from anyone other than Rexorer or an authorised seller.
  • Small differences in temperature and humidity readings compared with other devices. The unit plugs directly into the wall and produces a small amount of heat, so minor variations are normal and are not a fault.

Damaged Items
If your Rexorer Detector+ arrives damaged, please contact us at hello@rexorer.com within 14 days of receiving your order. Your email must include your order number and a photo or video clearly showing the damage. Once we have reviewed your submission and confirmed the issue, we will send you a free replacement unit at no cost to you.

Wrong Item Received
If you receive an incorrect item, please contact us at hello@rexorer.com within 14 days of receiving your order with your order number and a photo of the item you received. We will arrange a free reshipment of the correct item as quickly as possible. Return postage for the incorrect item will be covered by us for UK customers. For customers outside the UK, please contact us and we will discuss the most practical resolution.

Items Lost in Transit
If your order has not arrived within 30 days of your order date, please contact us at hello@rexorer.com and we will investigate with the carrier and work to resolve it promptly.

What Is Not Covered
Refunds and replacements are not available in the following circumstances:

  • You have changed your mind after the unit has been plugged in or powered on.
  • You have requested a change-of-mind return more than 14 days after receiving your order.
  • Your tracking information shows the package as delivered. If you believe your package was lost after a confirmed delivery scan, please contact your local courier or postal service to raise a missing parcel report first, then contact us and we will do our best to assist.
  • Your request does not meet the conditions set out in this policy.

We reserve the right to decline requests that do not meet these conditions or where we have reasonable grounds to suspect fraud or abuse of this policy.

If you are based in the UK, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this policy.

Contact Us
For any questions about a refund, replacement, or return, email us at hello@rexorer.com. We aim to respond within 24 hours.