Refund policy

The 60-night guarantee

We want you to wear Onestrap on the stairs, in the garden and on your walks before you decide. If it isn't right for you, you have 60 nights from the day your order is delivered to send it back for a full refund. You can wear it during that time — that is the point of the trial.

How to return

1. Email support@onestrap.co with your order number within 60 nights of delivery. You don't need to give a reason.
2. We reply within 2 working days with a prepaid return label and the return address. We cover the return postage for UK orders.
3. Pack the strap(s) and send them back within 14 days of receiving the label.

Please don't post anything back before contacting us — parcels sent without a return label can't be matched to an order.

Your refund

Once your return arrives we refund the full amount you paid for the returned items, including the original standard delivery charge, to your original payment method within 10 working days. Your bank may take a few extra days to show it. If you return only part of a bundle, we refund the price you paid for the items returned, worked out from the bundle price.

Damaged, faulty or wrong items

If something arrives damaged, faulty or isn't what you ordered, email support@onestrap.co within 30 days of delivery with your order number and a photo. We will send a replacement or a full refund, whichever you prefer, and you won't need to pay anything to return it.

Your statutory rights

This guarantee is in addition to your legal rights, not instead of them. Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of delivery, and under the Consumer Rights Act 2015 you are entitled to a remedy for goods that are faulty, not as described or not fit for purpose.

Questions

Email support@onestrap.co — we answer every message within 2 working days.