How we treat you, and what we ask back.
Our whole approach on one page. What we do, what we do not, and exactly what happens when something goes wrong. No hunting through terms and conditions to find out where you stand.
What you get from us
- We work by email. One channel, done properly. We reply within two working days and usually a good deal faster. It also means everything is written down, which is better for you and better for us than a conversation nobody kept a record of.
- We answer the question you actually asked. No scripts, no being passed between departments, no explaining it a second time to somebody new.
- A 45-day money-back guarantee on Vagal Buddy and Vagal Oh! Use it properly. Not feeling like you again, or simply not for you? Send it back within 45 days for a full refund. We will not interview you about why.
- Two years of warranty on every device. If a manufacturing defect turns up in normal use, we repair or replace it. That is a separate thing from the money-back guarantee, and it starts the day your device arrives.
- You only have to explain it once. Whoever picks up your email has your whole order in front of them. No repeating the story to a second person, and no being asked to prove it before we help.
If something goes wrong in transit
Parcels get thrown about. We pack for it, which is why your device travels in a metal tin. The tin is armour, not decoration. A dented tin usually means the tin did its job and the device inside is untouched.
Here is exactly what we do in each case, so you never have to negotiate for it.
We replace it or refund you in full.
No investigation required of you. No waiting while we claim against the courier. Tell us and it is done.
Usually it is not a fault, and usually we can sort it.
Most devices sent back to us as faulty test perfectly when they arrive, which points at setup rather than hardware. So tell us what it is doing and we will work through it with you first. If it does turn out to be faulty, you send it in, we test it, and we replace it and refund your postage. Keep the receipt.
A free replacement tin, or money off. Your choice.
What we will not do is swap out a working device because its case has a mark on it. It is a shipping case. Taking the hit is its entire job.
That is the whole policy. It reads the same on day one as it does on day forty-five.
What we ask back
- Tell us before you tell the internet. We are rather good at fixing things and completely hopeless at fixing things we have not heard about. Give us one email before the one-star review.
- Come to us before you go to your bank. We can usually settle it the same week. A chargeback takes about three months and neither of us enjoys any part of it.
- Talk to us the way you would talk to a person. Because you are. We are a small team and your email lands with someone who cares whether you feel better.
What we are for
We make current-controlled vagus nerve stimulators. Almost nobody else does it properly at anything like this price, and that is where our time goes: into the current control, the electrodes, the firmware, the protocols. Into whether the stimulation actually reaches your vagus nerve.
It does not go into a call centre. It does not go into a long conversation about a scuff on a shipping tin. If your device is not doing its job, we will move mountains for you. If your tin has a mark on it, we will send you another tin, and then we would very much like to talk about your vagus nerve instead.
That is the trade, and we think it is the right one. It is also a large part of why you are not paying triple for this. The nearest like-for-like device, the Nemos, is a clinical unit at around two thousand euros, and it does the same current-controlled job ours does. If our trade sounds like the wrong one to you, we would honestly rather you found out before you ordered than after.
Abuse our team and we stop replying. Threats, slurs, or sustained personal abuse of a named person gets filtered into a folder nobody reads, and repeat senders get blocked. Swear at us all you like. Just do not expect an answer.
None of this affects your statutory rights. See our Terms & Conditions and money-back guarantee terms for the full detail.
Something not right?
Tell us what happened. We would much rather hear it from you than read about it somewhere else.
Get in touchOr use the contact form if you prefer.