Refund policy
Refund Policy
| Returns and exchanges (customer’s circumstances) | Due to the nature of the products, we do not accept returns or exchanges for the customer’s own reasons. |
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| Returns and exchanges (defective or wrong item) | Please contact customer_link@kinetic-lab.com within 8 days of delivery. We will promptly arrange a replacement or refund at our expense. We cannot accept requests after 8 days, so please check your item soon after it arrives. |
| AI Coaching and other digital services | For AI Coaching (cloud service) and other digital services, we do not accept cancellation, refund or term changes after use has begun or the licence has been granted (except where required by law). |
| Cancelling a subscription | You can cancel from My Page by the day before your next renewal date (for the 6-Month Plan, after the minimum term of 6 billing cycles including the first). We cannot refund periods already paid for, including partial periods. See the Subscription policy for details. |
| Sensor warranty | The dedicated sensor (main unit) is covered by a 1-year warranty from the date of purchase. The sensor head is a consumable part and is not covered by this warranty (we recommend replacing it about every 6 months). See Article 8 of the Terms of Service for details. |
| How refunds are issued | Refunds are issued to the original payment method. The time it takes for a refund to appear depends on your card issuer or payment provider. |
| Contact | Email: customer_link@kinetic-lab.com Contact form: https://store.kinetic-lab.com/en-us/pages/contact |