Straight answers. No runaround.

We pack seven days a week. Anything paid for before 2pm GMT goes out the same day, and anything after it goes the next. Your dispatch email carries the tracking number and a live link.

United Kingdom 2 to 5 working days. United States, Canada, Australia, Ireland, France, Germany and New Zealand 3 to 5 working days. These are estimates rather than promises, and if something is going to run late we tell you instead of waiting for you to ask.

Only before it leaves us, and with a same day cutoff that window is short. Email the order number and the corrected address immediately. Once a parcel is with the carrier the address usually cannot be changed.

Check the tracking link first, then check with neighbours and your local collection point. If it is more than 10 working days past dispatch, write in and we chase the carrier the same day. If the parcel is confirmed lost you choose between a replacement and a full refund.

Not on United Kingdom deliveries. For our other destinations, any duty or import tax that applies is set by that country, and where it is not collected at checkout it is payable by the recipient. We do not add handling fees of our own.

The day your order is delivered, not the day you ordered it. If the parcel sits at a collection point for a week, that week is not yours to lose.

It helps, and we would rather you kept it for the first few weeks so the return is easy and well protected. But a missing box is not a reason for us to refuse a refund inside the sixty nights.

Yes. That is the entire point. A device that only survives an unopened box is not a device anyone should be selling. Use it in your real routine and judge it on your own stairs.

No. We do not run a warranty scheme, and we would rather say that plainly than print a promise with three pages of conditions attached. What you do have are your statutory rights, which cover goods that are faulty, not as described or not fit for purpose, and those last far longer than any warranty we could offer. If something fails in normal use, write in and we will deal with it properly.

Email contact@mendovi.com with your order number and one line on why. We confirm the return address and the simplest way to send it, then you post it back with tracking. Never send a parcel back unannounced, because unlabelled returns are the ones that go missing.

If the device is faulty, damaged, or not what the page described, we do, every time, either with a prepaid label or by reimbursing your postage. For a change of mind or an unsuccessful trial, the return postage is yours. Use a tracked service and keep the receipt.

Within 14 days of the return reaching us and being checked, or within 14 days of you showing proof of postage if that comes first. It goes back to the card or account you paid with. Banks can add another 5 to 10 working days before it shows.

None. Not on trial returns, not on change of mind, not ever. If we ever have to deduct anything it will be because you asked us to refund a part of an order, and we will say so before doing it.

Only items that cannot be resold for hygiene reasons once opened and used, such as used covers, sleeves, pads or gel consumables. Unused spares come back fine, and the device itself is always returnable. None of this affects your rights if something is faulty.

Session length is printed on each product page. Most people settle into one session in the evening. Start with a single short session on the lowest setting, see how the area feels the next morning, then build up from there.

Anyone who is pregnant, has an implanted electronic device such as a pacemaker, has reduced circulation, reduced sensation, diabetes affecting the feet or legs, a blood clot history, an open wound, an active infection or a skin condition where the device would sit. Also anyone whose pain is new, severe, worsening or only on one side. Ask first, use later.

Turn it down or take it off, and put a thin layer of fabric between the device and your skin. Warmth should be comfortable rather than something you endure. Stop using it and write to us if you see redness that does not settle, or if it hurts more afterwards than before.

Charge with the cable supplied, from a normal USB power source, and unplug it once it is full. Store it somewhere dry and room temperature rather than a cold garage, and give the battery a top up every couple of months if the device is not in regular use.

Yes, provided the same medical checks above apply to them too. Wipe the contact surface between users with a slightly damp cloth, and never put the device in water or a dishwasher.

Visa, Mastercard, American Express and other major cards, plus Apple Pay, Google Pay, Shop Pay and PayPal. Whatever appears at checkout is what we accept. We do not take bank transfers, cheques or cash on delivery.

When the order is placed. Your bank may briefly show an authorisation hold as well, which drops off by itself if an order does not complete.

Yes, free, any time before it is dispatched. Because we pack seven days a week, email as soon as you decide. Once it has shipped you can refuse the delivery or return it under the sixty nights.

Check the card number, the billing address and the available balance first, then try another method. Repeated declines are almost always resolved by one call to your bank. Nothing is charged when a payment is declined.