The 30-Day Fit Promise
How we make it right when Cntrl+ isn't right for you.
First, the part that matters most: if you bought Cntrl+ and it isn't working for you, we want to hear from you.
We know how much hope can ride on a product like this. Living with leaks at the gym, on a run, lifting your toddler, or laughing with friends, is exhausting in a way that's hard to explain to someone who hasn't been there. Ordering Cntrl+ is often the latest in a long line of things you've tried. So when it doesn't work the way you hoped, that's not a small disappointment. We get it.
That's why we created the Fit Promise. It's our commitment to actually show up when something isn't working, and to do right by you when it counts.
Here's what we promise
If your Starter Kit isn't working for you within 30 days of delivery, get in touch. Our Director of Customer Experience (CX) will personally get on a 20-minute call with you to figure out why.
Most of the time, we can help. A different size. A small adjustment to how you're using the device. A conversation about what to expect during specific activities. You'd be surprised how often a real conversation with a real person sorts out what felt like a dead end.
And if it can't be sorted out, if Cntrl+ genuinely isn't right for you, and your situation calls for it, we can issue a full refund right there on the call. No forms. No second appointments. No being passed between people. Just one honest conversation.
How it works
1. Email us
Send a note to support@cntrlplus.com with your order number, a sentence or two about what's not working, and "Fit Promise" in the subject line. You don't need to write a long explanation. We'll ask the questions on the call.
2. Hear back from our Director of CX
Within one business day, you'll get an email from her with a link to her calendar. Pick whatever time works for you. The call can be over video or phone, whichever you're more comfortable with.
3. Have the conversation
Twenty minutes. We will walk through your experience with you - gently, no judgment, no scripts read at you. If there's something we can fix, you'll know before the call ends. If there isn't, and the situation calls for a refund, we will tell you so directly.
4. If we refund, we refund
Your full purchase price is returned to your original payment method within 5 business days. We'll ask you to safely dispose of the device; we don't take devices back, ever, for the same hygiene and safety reasons we don't accept returns.
Honestly? Because forms don't work for this.
Most of the time, when someone tells us Cntrl+ isn't working, the issue isn't the device itself, it's a question of size, technique, or a gap between what Cntrl+ is built for and what someone hoped it would do. None of that gets caught by a checkbox on a return form. A 20-minute conversation with us usually does.
And on the rare occasions when Cntrl+ really isn't right for you, that conversation is the most respectful way for us to say so: directly, with the person who has the authority to make it right on the spot.
Refunds are at our discretion, and we won't pretend otherwise. We don't publish a checklist of qualifying situations because we don't want this to turn into a debate about whether your case ticks enough boxes. That's not the spirit of it.
Here's the spirit of it:
If Cntrl+ failed to deliver on something it should have delivered, we'll make it right. If you experienced something painful, ineffective, or unexpected, we'll make it right. If your situation calls for genuine care and accommodation, we'll extend it. If you're being patient and honest with us, we'll be patient and honest right back.
This policy exists to be generous with people who genuinely need it. Trust that if your situation calls for a refund, we will issue one. You don't have to argue your way to it.
Note: If you suspect there is a defect with your device, please be sure to review our Limited Warranty page to ensure your request properly aligns with the support you need.
The Fit Promise applies to your Starter Kit, ordered at full price or with a discount of 15% or less, and used within 30 days of delivery. It can be used once per customer, ever.
It doesn't apply to orders placed with a deeper discount code, or orders flagged for chargeback or payment dispute. If you're unsure whether your order qualifies, just email us. We'll tell you straight.
If we issue a refund, we calculate it on the pre-tax product price. Shipping and taxes don't come back, but everything you paid for the device itself does.
And as we mentioned above: we never take devices back. If we refund you, the device is yours to dispose of safely. We trust you to handle that.
Email support@cntrlplus.com, put "Fit Promise" in the subject line, and include your order number and a sentence or two about what's not working. Our Director of CX will be in touch within one business day.
We're based in Ottawa and we work Monday to Friday. If you write to us on a weekend, you'll hear back Monday morning.
And whatever's going on, whether it's a fit issue we can solve in 20 minutes or something bigger, please know we're not going to make this harder than it needs to be. You've been through enough.
Live life freely.
