Refund policy

REXORER REFUND POLICY

Last updated: May 2026

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

60-Day Satisfaction Guarantee

We offer a 60-day satisfaction guarantee on the Rexorer Knee+. If you have used the device as directed and are not satisfied with your experience, you may request a refund within 60 days of your purchase date.

This is a use-based guarantee. To be eligible, the following conditions must be met:

You must have used the Rexorer Knee+ for a minimum of 14 consecutive days following the usage guidelines provided with your device.

You must submit a completed refund request by emailing hello@rexorer.com. Your request must include your order number and a written account of your experience, including how you used the device, how often, and the reason you are requesting a refund. We may follow up with additional questions to better understand your experience before approving your request.

You must return the device to us in order to receive your refund. 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.

Once we receive your returned device and confirm your request meets the above conditions, your refund will be processed to your original payment method within 5 to 10 business days.

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

Damaged or Faulty Items

If your Rexorer Knee+ arrives damaged or develops a fault, 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 or fault.

Once we have reviewed your submission and confirmed the issue, we will send you a free replacement unit at no cost to you. We do not offer refunds for damaged or faulty items, only replacements. If you are based in the UK, your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

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 before having used the product for the minimum 14-day period.

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 refund request does not meet the conditions set out in 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.