I normally avoid buying products from overseas (I’m based in the UK) because of the high shipping costs and the hassle of returning items if something isn’t right. However, I decided to purchase from this company because they advertised a 30-day money-back guarantee, even though they are based in the US.

Unfortunately, one of the knee braces I ordered is slightly too big and becomes loose after wearing it for 5–10 minutes, so it’s clearly not usable for me. I assumed this wouldn’t be an issue given the 30-day guarantee.

However, I’ve now been told the guarantee doesn’t apply because the packaging was opened. This makes no sense — how would anyone know whether a product works without opening the packaging and trying it?

Advertising a money-back guarantee but refusing returns simply because the packaging was opened feels very misleading and defeats the whole purpose of a satisfaction guarantee.