Returns & Refunds

100 days from the date your order is delivered. Your request has to reach us inside that window - the date you email us is the date that counts, not the date you post the item back.

If your order hasn't shipped yet and you've changed your mind, email us straight away and we'll cancel it and refund you in full.

Yes. This is a use-it-and-see guarantee, so we expect the plate to have been genuinely used.

Before requesting a return, please make sure you've used it at least 15 minutes a day, at least 5 days a week, for a minimum of 30 days. That's the protocol the guarantee is based on, and we may ask you to confirm it.

If you're not sure you're using it correctly, email us first. Most problems turn out to be a settings or placement issue and we can usually sort it out in one message.

1. Email support@valeronnorth.com with your order number and a short note on how long you've been using the plate
2. We'll reply within one business day with a return authorisation and the return address
3. Post the item back, then send us the tracking number

Items posted back without a return authorisation cannot be processed or refunded. Parcels that arrive unannounced can't be matched to an order.

In some cases we may approve your refund without needing the item back. We'll tell you when we authorise your return.

You do, unless the item is faulty or we sent you the wrong product - in those cases we cover it.

Return postage is not refunded.

Bonus items included with your pack must be returned with the device, unopened and unused.

If they are missing, opened or used, their retail value is deducted from your refund:

• PowerLink Contact Gel - $27.95 each
• No-Mark Socks - $19.95 per 2 pairs

Return them sealed and there is no deduction.

The price you paid for the device.

Not refunded:

• The $4.95 delivery fee, where one was charged
• Return postage
• The Lifetime Warranty add-on ($9.95), which is non-refundable once the order has shipped
• The value of any bonus items not returned sealed

We'll email you the outcome once your return has arrived and been inspected. Approved refunds go back to your original payment method within 5 business days. Your bank or card issuer may take another 3-5 days to post it.

If more than 15 business days have passed since we approved your refund and it hasn't arrived, email us.

Please check your order when it arrives. If the item is defective, damaged in transit or the wrong product, email us within 7 days with your order number and a photo. We'll replace it at our cost, postage included.

This is separate from the 100-day guarantee and isn't limited to the guarantee period.

• Requests made more than 100 days after delivery
• Items posted back without a return authorisation
• Devices damaged by dropping, water ingress, or opening the casing
• Devices used contrary to the instructions, or by someone the device isn't suitable for
• Orders returned to us because delivery was refused or an incorrect address was supplied - we can resend these at your cost

We also allow one guarantee claim per customer or household. Repeat claims across multiple orders, names or addresses won't be approved.

We sell a single product, so we don't run exchanges. If you'd like a different pack size, return your order under the guarantee and place a new one - that's faster than waiting on an exchange.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The terms above are what we offer in addition to them.