Refund and returns policy
Last updated January 2024
After purchase and before use
In accordance with Consumer Contracts Regulations, you have the right to cancel within 14 days. If you place an order for the starter or refill kit as well as other Limbo hardware, then your 14 days will start the day after you receive the last product on your order. Once Limbo has been notified of product return, the products must be received by Limbo with 28 days.
You will be responsible for the cost of any returns and any non-standard delivery fees.
To be eligible for a refund you must ensure:
- The hardware are unused
- There are no signs of damage
- The seals on the product(s) are intact
Subject to these conditions we will reimburse to you all payments received from you, excluding the cost of delivery from us to you. Refunds will be processed within seven days of the products being returned and after they’ve been checked. Please note that our payments can take up to 10 days to appear in your account.
We will not offer a refund for hardware that has been used, or the hardware seal is open.
To start a refund, please contact firstname.lastname@example.org and they will provide you with shipping details. You will be required to pay for the shipping cost back to us.
Cancelling membership after use
If during your membership you decide that you no longer want to continue using Limbo, then you can cancel anytime, however your membership will continue until the next billing period.
Cancelling with three / six / 12 month programme
Our longer programmes are designed to help you save money on the monthly cost of Limbo. They can be cancelled in any month, and Limbo will refund any full months not used subject to a £200 / €220 charge. Refunds will be processed within seven days but please note that our payments can take up to 10 days to appear in your account.
Refund due to issues with sensors / transmitter
Your membership includes sensors and a transmitter that should be worn most of the time. As is the nature of the sensors, their durability and ability to take readings are sensitive as to how they are applied, and looked after.
There are days within any month where you will have to change over the sensors, and Limbo will continue to support you and offer advice on your lifestyle whilst you don’t have a sensor applied.
If you have issues with your sensor or transmitter please read our help here for solving the most common issues before contacting our care team.
Most sensor reading errors occur within five days, and the majority of these is due to the sensor not being applied correctly and damage to the filament. For this, we offer a free of charge replacement.
Refund due to other issues
If you are without working sensors for any reason for periods of a week or more, we will extend your membership for that time without charge.
We do not offer a refund for any other reason.
This does not affect your statutory rights.