Returns & Refund Policy

Every KINESTRA device comes with a 30-day risk-free trial and a 12-month warranty. If something isn't right, this page tells you exactly how it gets fixed — step by step, no fine-print traps.

The 30-day risk-free trial

You have 30 days from delivery to decide. Use the device, follow your routine — if it isn't for you, you can return it.

Conditions

  • Item complete with all heads, cables, cases and original packaging
  • No damage beyond normal trial use
  • Proof of purchase (your order number)

How to return — step by step

  1. Email us within 30 days of delivery via the Contact page with your order number and reason. Please don't ship anything before this step — unauthorised returns can't be matched to orders.
  2. Within 24–48 business hours we send you the return authorisation and the address of the nearest international returns warehouse (we maintain return points in multiple regions so you never ship farther than necessary).
  3. Pack the item securely and send it with a tracked service. Keep your lodgement receipt.
  4. The moment tracking shows the parcel moving to our warehouse, we start processing.

Who pays return shipping

  • Faulty, damaged or wrong item: we do. We'll send a prepaid label or reimburse your tracked postage.
  • Change of mind: return postage is yours; everything else is refunded in full.

Damaged on arrival

Photograph the damage (parcel + item) and email us within 7 days of delivery. In most cases we replace immediately — no return shipment needed. Every order is shipping-insured, so this costs you nothing.

Refund processing times

  • Inspection & approval: within 3 business days of warehouse receipt
  • Refund issued to your original payment method: same day as approval
  • Bank/card posting time: 5–10 business days depending on your bank

You'll receive an email at each stage. Refunds are made in the currency and method of the original payment — see Pricing & Transparency.

The 12-month warranty

If a device develops a fault within 12 months of delivery under normal use, we repair or replace it free, including shipping. Warranty claims follow the same contact-first process above. Nothing in this policy limits your rights under the Australian Consumer Law or equivalent consumer protections in your country.

Cancellations

Orders can be cancelled for a full, immediate refund within 6 hours of purchase — see Order Processing & the 6-Hour Window.