Information

Returns & Refunds

Last updated 7 October 2026

Our returns policy

You have 30 days from the date you receive your order to request a return. To be eligible, items must be unused, unopened, and in their original packaging. Proof of purchase is required. Items sent back without a prior return request will not be accepted.

How it works

Step 1 RequestContact us at cs@totally-numb.com with your order number. We will confirm whether your return is eligible.

Step 2 ReturnOnce approved, we will send you instructions on how and where to send your item. Send your return to: Matrix Health Group, Gladden House, Gladden Place, Skelmersdale, WN8 9SX.

Step 3 RefundAfter we receive and inspect your return, your refund is processed to your original payment method within 10 working days.

Damaged or incorrect items

Inspect your order as soon as it arrives. If anything is defective, damaged, or incorrect, contact us immediately at cs@totally-numb.com so we can resolve it. Do not wait until the return window has passed — damaged and incorrect items are handled separately from standard returns.

What cannot be returned

Products that have been opened or used are not eligible for return. Sale items and gift cards are non-returnable. If you are unsure whether your item qualifies, contact us before sending it back.

Frequently asked questions

Can I exchange an item instead of returning it?

We do not process direct exchanges. Return the original item and place a new order for the product you need. This is the fastest route to getting the right product.

Who pays for return postage?

Return postage is the responsibility of the customer unless the item arrived damaged, defective, or incorrect.

How long does a refund take?

Refunds are processed within 10 working days of receiving your return. Your bank or card provider may take additional time to post the refund to your account. If more than 15 working days have passed since we approved your return, contact us at cs@totally-numb.com.

Do I need the original packaging?

Yes. Items must be returned in their original, unopened packaging to be eligible for a refund.

What if my item arrived damaged?

Contact us immediately at cs@totally-numb.com with your order number and a photo of the damage. Do not wait for the standard return window — we handle these separately.

Do you ship to the EU?

We currently ship within the United Kingdom only. If this changes, EU customers will have an additional 14-day cooling-off period in accordance with EU consumer regulations.