Refund policy

90-Day Money-Back Guarantee

We want you to have time to actually use Stratum before you decide. You have 90 days from the delivery date to request a refund.

How to start a return

Email support@stratumshop.com with your order number. We will reply with return instructions and the return address within one business day. Please do not ship anything back before contacting us — returns sent without instructions cannot be matched to your order.

What we need back

Your order number
The control unit

You may keep the gel pads. They are skin-contact items and we do not resell them.

You are responsible for return shipping. We recommend a tracked service — we cannot refund an item we do not receive.

When you get your money back

We process refunds within 3 business days of receiving the return, to the original payment method. Your bank or card issuer may take a further 5–10 business days to show it on your statement.

Damaged or faulty items

If your Stratum arrives damaged, or stops working through no fault of your own, email us a photo and your order number. We will replace it or refund you in full, and you will not be asked to pay return shipping.

Undeliverable parcels

If a parcel is returned to us because the address was incorrect or unclaimed, we will contact you to arrange redelivery. Redelivery shipping may be charged.