Refund policy

Effective Date: April 9, 2026

We want you to feel confident trying the PLIXOVA Motion Strap. Every order is covered by our 60-Day Fit Guarantee, because a knee strap either works for your body or it does not, and you should not be stuck with one that does not.

60-Day Fit Guarantee

If the Motion Strap is not right for you, contact us within 60 days of delivery and we will make it right — whether that means helping you adjust the fit, sending a replacement, or processing a refund.

You are welcome to actually wear it during those 60 days. Trying it on your walks, your stairs, and your games is the only way to know if it works, and a used strap does not disqualify you from the guarantee.

How to Start a Return or Refund

Email support@plixova.com with your order number and a short note about what is not working. Our team replies within 1 business day with the next steps.

Please contact us before sending anything back. Items posted to us without an authorised return cannot be tracked reliably, and we may not be able to locate them or issue a refund.

Standard Returns

This covers requests such as the fit not being right, changing your mind, or no longer wanting the item.

  • The request must be made within 60 days of delivery.
  • We may ask you to return the item to the address we provide.
  • Return shipping for standard returns is the customer’s responsibility.
  • Once the item is received and inspected, we will process your refund.
  • Where original shipping was charged, it is not refunded on standard returns.

Problems With Your Order — Resolved At No Cost

We cover the following in full, with a replacement or a complete refund including any shipping charges. You will not be asked to pay return postage:

  • Your item arrived damaged
  • Your item is defective or faulty
  • You received the wrong item or the wrong quantity
  • An item is missing from your order
  • Your parcel was lost in transit
  • Tracking has shown no movement for an extended period due to a carrier issue

For damaged, defective, incorrect, or incomplete orders, please email us within 14 days of delivery with your order number and a photo where relevant, so we can resolve it quickly and raise a carrier claim if needed.

Cancelling Before Dispatch

If you change your mind before your order ships, email us as soon as possible with your order number. If we can stop it in time, we will cancel it and refund you in full. Once an order has entered processing we may not be able to stop it, in which case your 60-Day Fit Guarantee applies on arrival.

Exchanges

Need a different bundle, or a replacement strap? Email us and we will arrange it as part of your guarantee claim. The fastest route is usually for us to send the replacement while your return is on its way back.

Refunds

Approved refunds are issued to your original payment method. Once processed, please allow 5–10 business days for the money to appear on your statement — the remaining delay is on your bank or card issuer, not us.

We will email you when your refund has been approved and again when it has been sent. If more than 15 business days have passed since we confirmed your refund and you still cannot see it, contact your bank first, then email us and we will chase it.

European Union and United Kingdom Withdrawal Right

If your order is shipped to the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without giving a justification. This right sits alongside our 60-Day Fit Guarantee, which is more generous and which you are free to use instead.

Fair Use

The 60-Day Fit Guarantee is intended for genuine product trials and applies once per customer per order. We reserve the right to decline claims that show clear signs of abuse, such as repeated claims across multiple orders or resale activity. This is not aimed at customers with a real problem — if something has gone wrong twice, tell us and we will sort it out.

Contact Us

Questions about a return or refund? Email support@plixova.com with your order number. Our support hours are Monday through Friday, 9:00 AM – 5:00 PM EST.

PLIXOVA is operated by JBLG Enterprise LLC, 1021 E Lincolnway, Cheyenne, WY 82001, United States.