Refund policy

Returns & refunds

We want you to be in sync with your purchase. If something isn't right, here's how returns work at 24/sync.

30-day returns on unopened products

You can return any unopened patch pouch within 30 days of delivery for a full refund. Pouches must be unopened and sealed: our patches are a personal health and hygiene product, so once a pouch's seal is broken we're unable to accept it back — this is standard for products of this kind and reflected in UK consumer law (Consumer Contracts Regulations 2013, sealed goods exemption).

Preorders

Ordered during a preorder window and changed your mind? You can cancel any time before your order ships for an immediate full refund — just contact us with your order number. After dispatch, the standard 30-day policy above applies.

Faulty, damaged or incorrect items

If anything arrives damaged, faulty or isn't what you ordered, contact us within 30 days and we'll replace it or refund you in full, including any postage. Please include a photo where possible — it speeds everything up.

How to start a return

Log in to your account and select "Request return" on the order, or email alex@24sync.me with your order number. We'll confirm your return and send instructions and the return address. Please don't post anything back before hearing from us.

Return shipping

Return postage is paid by you, unless the item is faulty, damaged or incorrect — in which case it's on us. We recommend a tracked service, as we can only refund items that reach us.

Refunds

Once your return arrives and is checked, we'll refund your original payment method within 14 days — usually much sooner. Items bought with a discount code are refunded at the price you actually paid. Subscription orders can be cancelled any time from your account; already-shipped deliveries follow the standard policy above.

Your statutory rights

Nothing in this policy affects your statutory rights under UK law, including your 14-day right to cancel a distance purchase (which, for hygiene-sealed goods, applies while pouches remain sealed).