Where we sell

Rise5 products are currently sold via Amazon. This Customer Service Policy explains how we support you and how returns/refunds are handled.

Returns, refunds, and return shipping (Amazon orders)

Because your purchase is made through Amazon, returns, refunds, and return shipping follow Amazon’s policies and process.

• Return window: As per Amazon’s return window shown on your order
• Refunds: Processed in line with Amazon’s refund policy and your order eligibility
• Return shipping: As per Amazon’s return shipping rules for your order

To start a return or request a refund, please visit your Amazon account:

1. Go to Your Orders
2. Select the Rise5 order
3. Choose Return or Replace Items and follow the steps

Faulty or damaged items

• If your Rise5 product is faulty or arrives damaged, we’ll help you resolve it.
  
  Replacement: Faulty items are replaced in line with our manufacturer’s replacement process.
  
• How to get help: Please contact us with your Amazon order details and a short description of the issue. Photos/video are helpful where possible.

Note: Where Amazon offers a faster resolution (return/replacement/refund), Amazon’s process may be the quickest route.

Warranty

Warranty coverage is provided as per the manufacturer’s warranty terms.

If you believe your product has a warranty issue, contact us and we’ll guide you through the next steps.

Support hours

We aim to make support easy and fast.

• AI assistant (website): Planned to be available 24/7
• Human support hours: Monday to Friday, 9:00am–5:00pm (UK time)

Contact

For help with an order, product issue, or general questions, contact us via: - Website contact form (recommended)

When contacting us, please include: - Your Amazon order number - The email/name used on the order - A brief description of the issue (plus photos/video if relevant)

Updates to this policy

We may update this policy from time to time. The latest version will always be posted on our website.