pectusconnectus@gmail.com
My Account
Product has been added to your cart.

Return & Refund Policy

Last Updated: 12/07/2026

Please read this Return & Refund Policy carefully. Because PectusConnectUs manufactures 100% custom-made (bespoke) medical devices based on your individual anatomy, standard e-commerce return policies do not apply.

1. Custom-Made Devices (No Standard Returns)

Every device manufactured by PectusConnectUs is custom-built based on the specific photographs, videos, and measurements you provide. Because these are personalized medical devices, we do not accept returns, and we do not offer refunds for “change of mind” or buyer’s remorse.

Once the manufacturing process has begun, orders cannot be cancelled. By placing an order, you acknowledge and accept that standard consumer cooling-off periods (such as the EU/UK 14-day return right) do not apply to bespoke items.

2. The Perfect Fit Guarantee (One-Time Free Remake)

We are committed to ensuring your device fits properly. If your device does not fit correctly due to a design or manufacturing error on our part (and not due to inaccurate measurements or poor-quality images provided by you initially), we will manufacture a replacement device completely free of charge, strictly limited to one (1) time.

The Client Collaboration Requirement: Because our custom manufacturing is a fully remote process, we rely entirely on your feedback to correct any fitting issues. To qualify for the free remake, you MUST:

  • Contact us within 14 days of receiving your device.

  • Provide clear, high-quality photographs and videos of the device resting on your chest.

  • Provide specific, detailed instructions and feedback explaining exactly where and how the device fails to fit your anatomy.

Without your active cooperation and detailed instructions, we cannot modify the 3D model to manufacture the corrected device.

3. Warranty & Product Support

We guarantee that all goods supplied will be of satisfactory quality, fit for their intended purpose, and compliant with your agreed specifications.

Lifetime Structural Warranty We stand behind our craftsmanship. We offer a lifetime warranty on the core structural integrity of our devices (e.g., the rigid PETG/stainless steel frames/resin) against severe manufacturing defects. If the core structure fails under normal, prescribed use, we will replace it.

12-Month Comprehensive Support Period As outlined in our Terms & Conditions, we provide comprehensive support for 12 months post-delivery. This includes:

  • Necessary adjustments to ensure proper fit.

  • Technical support and guidance.

  • Replacement of defective components (this explicitly excludes fair wear and tear of soft materials like silicone flaps, rubber bands, or neoprene pads).

Post-Warranty Period After the initial 12-month period, adjustment, repair services, and replacement parts remain fully available to you at our standard rates.

4. How to Initiate a Claim or Remake

If you believe your product is defective or qualifies for our Perfect Fit Guarantee, please follow these steps:

  1. Email us at pectusconnectus@gmail.com with your order number.

  2. Include a detailed description of the issue.

  3. Attach clear photographs and videos demonstrating the problem (e.g., showing where the device does not seal or fit properly).

  4. Wait for our assessment. We respond to all claims within 2 business days and will guide you through the next steps, including return shipping instructions if we need the original device back for inspection.

These Return & Refund Policy  complement our Terms & Conditions and Privacy Policy and together form your complete agreement with PectusConnectUs.