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Refund Policy

What if there is a problem with my order?

If there’s a problem with your order, the first thing to do is email our Customer Service team and provide a detailed description of the problem. They will take care of you. We’ll do whatever it takes to fix the problem and make you happy.

What if I receive a defective product?

If you believe you’ve received a defective product, contact our support team and we’ll respond quickly with assistance or to provide you with a return authorization (RTN) number. If we determine the unit failed under warranty within 30 days of purchase we will cover shipping costs within the UK. to replace the unit for you.

“No Hassle” Return Policy:

We want you to be completely happy with your purchase. If you are not satisfied with any product, for any reason, you may return it for a refund of the purchase price, an in-house credit, or exchange for another product within 7 working days from the date of receipt of goods.  If your purchase was eligible for free shipping, the shipping cost will be deducted from your credit or refund. In addition to initial shipping costs, the customer is responsible to pay for returned shipping cost and insure goods for invoice value.

How to Make a Return:

We’re sorry your purchase didn’t work out for you. To make a return, please first email ( for an RTN (Return Authorization) number. Next, to ensure your exchange or credit is processed as quickly as possible and to help you avoid a return adjustment, please follow the below checklist:

  • Please write the RTN number on the shipping label and NOT on the product box itself.

  • Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials.

  • If your package was originally shipped double-boxed, please return the unit(s) double-boxed.

  • The product should be packed in the original product box with the UPC codes intact.

  • When repacking the product box, avoid using duct tape or other adhesives that can leave a residue.

  • Please use a shipping method that is trackable, such as FedEx or UPS.

  • Remember that if your order was shipped for free under our free shipping promo, the cost of outbound shipping will be deducted from your return credit.

  • We recommend that you insure your package when shipping back to us when purchasing your own shipping labels. Sometimes things get damaged en route, and if that happens, we want you to be covered.

Unless instructed otherwise, please address the package to:

Journey Instruments UK Ltd

Attn: RTN#(provide return authorization number)

Dutch House, North End Rd

Little Yeldham, Essex, CO9 4LE

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