Politique de remboursement

Last updated: 26 August 2026

This policy applies to physical products purchased from HeadX Limited through www.headx.co.uk. It explains your rights when you change your mind, when goods are faulty, damaged, incorrect or misdescribed, and when a commercial warranty applies.

Nothing in this policy limits your statutory rights.

Cancelling before dispatch

If you want to cancel an order before it has been dispatched, contact us as soon as possible at contact@headx.co.uk. We will try to stop the order, but if it has already entered the delivery process you can use the cancellation and return rights below.

Changing your mind: statutory cancellation right

If you are a consumer who bought online, you may cancel without giving a reason from the time you place the order until 14 days after the day you, or a person you nominate other than the carrier, receives the goods. If one order is delivered in separate consignments, the period ends 14 days after the last item is received.

To cancel, email contact@headx.co.uk or send us another clear statement confirming your decision. Please include your name, order number and the product concerned. You may use the model cancellation form at the end of this policy, but you do not have to.

You must send the goods back without undue delay and no later than 14 days after telling us that you wish to cancel.

You may inspect the product as you would in a shop. We may make a reasonable deduction from the refund if handling beyond what is necessary to establish the product's nature, characteristics and functioning has reduced its value. Original packaging is not required to exercise this statutory right, although you should package the product securely and return all included components.

You are responsible for the direct cost of returning a change-of-mind purchase. We recommend obtaining proof of postage. This does not apply where the product is faulty, damaged on arrival, incorrectly supplied, misdescribed, or where we have agreed to pay the return cost.

HeadX's additional 30-day return promise

In addition to the statutory cancellation right above, HeadX accepts change-of-mind return requests made within 30 days of delivery.

For a request made after the statutory 14-day period, the product must be unused, complete, in its original packaging and in a condition suitable for resale. If we accept the return, it must be sent back within 14 days using the return instructions we provide. This additional promise does not affect your statutory rights, including your rights relating to faulty goods.

For a return accepted solely under this additional promise, you are responsible for return postage and the original delivery charge is not refundable.

Refunds following statutory cancellation

For a valid statutory cancellation, we will refund:

• the price paid for the returned goods; and
• the cost of the least expensive standard delivery option offered for your order.

If you selected a more expensive delivery option, we do not have to refund the additional amount above the standard delivery cost.

We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever happens first.

We aim to process refunds within seven days and will always make them without undue delay and no later than 14 days after receiving the returned goods or evidence that they were sent, whichever is earlier.

Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

Faulty, damaged, incorrect or misdescribed goods

Goods supplied to consumers must be of satisfactory quality, fit for purpose and as described.

If a product is faulty, damaged on arrival, incorrect or not as described, contact contact@headx.co.uk as soon as reasonably possible. Please provide your order number or other evidence of purchase and a description of the problem. Photos or video can help us assess the issue but are not a condition of your statutory rights.

If you exercise the short-term right to reject qualifying faulty goods within 30 days, you may be entitled to a full refund.

After that period, you will usually be entitled first to a repair or replacement. We will provide this within a reasonable time, without significant inconvenience, and at no necessary cost to you, including reasonable return costs.

If repair or replacement is impossible, unsuccessful, not provided within a reasonable time, or would cause significant inconvenience, you may be entitled to a price reduction or the final right to reject the goods and receive a refund, subject to applicable law.

For goods confirmed or reasonably believed to be faulty, damaged, incorrect or misdescribed, we will provide a prepaid return method or reimburse reasonable return costs.

HeadX Kross commercial warranty

HeadX Limited provides the HeadX Kross commercial warranty to the original purchaser of a Kross bought directly from HeadX. It applies in the country to which HeadX originally delivered the product and lasts for 24 months from the date of purchase. It covers defects in materials and workmanship arising under normal intended use.

It does not cover accidental damage, misuse, normal wear and tear, or unauthorised modifications.

Where the warranty applies, we will repair or replace the product without charge. If we cannot complete either remedy within a reasonable time and without significant inconvenience, we will refund the price paid.

This commercial warranty is additional to, and does not replace or restrict, your statutory rights against the seller. Any separate commercial warranty for another HeadX product will be stated on its product page or in the documents supplied with it.

Starting a return or making a claim

Please do not send goods until you have contacted us, so that we can identify the order and provide the correct return instructions. This request does not prevent you from exercising a statutory cancellation or rejection right by sending a clear statement within the applicable time limit.

HeadX Limited
Company number: 14057125
The Business Centre
Spring Mill Business Park
Avening Road
Nailsworth
Stroud
Gloucestershire
GL6 0BS
United Kingdom
Email: contact@headx.co.uk

We will provide the correct returns address and instructions for each return. Do not send goods to the registered office unless we confirm in writing that it is the returns address for your order.

Business purchases and customers outside the UK

The statutory consumer rights described above apply where an individual is acting wholly or mainly outside their trade, business, craft or profession. If you purchased wholly or mainly for business use, your rights are governed by the applicable contract terms and any commercial warranty.

If mandatory consumer law in the country where you live gives you additional rights, those rights are not affected.

Model cancellation form

Complete and return this form only if you wish to cancel your contract. You may instead send any other clear statement.

To:
HeadX Limited
The Business Centre
Spring Mill Business Park
Avening Road
Nailsworth
Stroud
Gloucestershire
GL6 0BS
United Kingdom
Email: contact@headx.co.uk

I/We give notice that I/We cancel my/our contract of sale for the following goods:

[Describe the goods]

Ordered on: [date]

Received on: [date]

Name of consumer(s): [name]

Address of consumer(s): [address]

Signature of consumer(s), only if this form is submitted on paper: [signature]

Date: [date]