Last Updated: 17/09/2026
1. In short
- Every Device is made for your body, so we do not accept change-of-mind returns.
- If it does not fit because of our error, we remake it once, free of charge.
- For 12 months, we repair or replace any part that fails in normal use, free of charge.
- The PETG bell core, PETG plates and stainless steel bar are covered for life.
- After 12 months, other parts are chargeable — at least the shipping cost.
- Your statutory rights are not affected.
This warranty is given by PectusConnectUs, 25 Hatton Lane, Northwich, Cheshire, CW8 1JY, United Kingdom, pectusconnectus@gmail.com. It applies in every country we ship to.
2. Custom-made Devices: cancellations and returns
The statutory 14-day cancellation right does not apply to goods made to your specifications. Your 3D model and preview video are free, so you can decide before you pay. Once you have approved the design and paid, the order cannot be cancelled and we do not refund for change of mind.
3. Fit Guarantee — one free remake
If your Device does not fit because of a design or manufacturing error on our part, we will make a new one free of charge, including shipping, once.
To use the Fit Guarantee, you must:
- Contact us within 14 days of receiving the Device.
- Send clear photos and videos of the Device on your chest, following our guide.
- Tell us precisely where and how it does not fit.
- Return the original Device if we ask (we pay the shipping).
We remake the Device remotely, so we can only correct the design with your active help.
The Fit Guarantee does not apply if the problem is caused by inaccurate photos or measurements you provided, or by changes in your body after measurement. In those cases, we offer an adjustment or remake at a price we agree with you in advance.
4. 12-month full warranty
For 12 months from the date you receive the Device, we repair or replace free of charge, including shipping, any part that breaks or stops working in normal use. This includes wear parts such as silicone flaps, the valve, hose, pump, pressure gauge, neoprene base, rubber bands, connectors, foam pads, straps and buckles.
5. Lifetime structural warranty
The following parts are covered for as long as the original User uses the Device:
- the PETG bell core of the Vacuum Bell
- the PETG plates of the Soft Brace and the Hard Brace
- the stainless steel bar of the Hard Brace and Soft Brace
If one of these parts cracks or breaks in normal use, we replace it free of charge including shipping. This warranty is not transferable, and it does not cover cosmetic wear or a new Device needed because the User’s body has changed.
6. After 12 months: all other parts
From the 13th month, parts not listed in section 5 are no longer covered free of charge. We still supply them, but we charge at least the shipping cost and, where applicable, the price of the part. We always send you a quote before we dispatch anything.
7. What no warranty covers
- accidental damage, misuse, or use against our Safety & Warnings
- repairs or modifications made by anyone other than us
- failure to follow our cleaning, storage and maintenance instructions (for example, exposure to high heat)
- loss or theft
- normal cosmetic wear such as scratches or discoloration
- changes in the User’s body, such as growth, weight change or correction progress
8. Your statutory rights
The Fit Guarantee and warranties above are additional to your legal rights and do not reduce them.
- UK consumers: under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement, price reduction or refund.
- EU consumers: you have a legal guarantee of at least two years for any lack of conformity that existed when you received the Device. Remedies under the legal guarantee are free of charge.
9. How to make a claim
- Email pectusconnectus@gmail.com with your order number.
- Describe the problem and attach clear photos and videos.
- We reply within 2 business days and tell you the next steps.
- Do not send the Device back unless we ask. For covered claims, we pay the shipping.
10. Refunds
When a refund is due, we pay it within 14 days of agreeing it, using your original payment method. If we asked you to return the Device, we may wait until we receive it.