Frequently asked questions
Everything about ordering, delivery, returns and daily use. Anything else — support@tensorra.co, answered by a human within one working day.
Orders & shipping
How much is shipping?
Free, tracked, to any UK address — on every order.
When will my order arrive?
Dispatched in 1–3 working days, delivered in 5–7 working days. You'll get a tracking link by email as soon as it ships.
Can I change or cancel my order?
Email support@tensorra.co as soon as possible — if it hasn't been dispatched we'll change or cancel it, no questions. If it has, the 30-day return covers you.
Do you ship outside the UK?
Not yet — UK only at launch.
Returns & refunds
How does the 30-day guarantee work?
You have 30 days from delivery to try any Tensorra product. If it isn't earning its place, email support@tensorra.co and we'll process the return and refund. This sits on top of your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013.
What if my item arrives faulty or damaged?
Full refund or replacement, including return postage — your choice. Send a photo to support@tensorra.co and we'll sort it within one working day.
Can I return one half of the System?
Yes — return either product or both within 30 days. If you keep one, we refund the difference against its solo price.
How long do refunds take?
We process them on receipt of the return; your bank typically shows the money within 3–5 working days after that.
Product use
How often should I use Thermalign?
Ten minutes, once a day — morning to loosen the night's stiffness or evening to clear the day. It auto-shuts off at 30 minutes.
How long does CervaHold take to get used to?
It's firmer than the soft pillow it replaces — deliberately. Most people adjust within two or three nights.
How do I clean them?
Both covers zip off and machine wash at 30°. Don't wash the cores — they're the structural part.
Are Tensorra products medical devices?
No — they're wellness products. If your neck symptoms include dizziness, numbness, weakness, or pain that's getting worse, see a GP or physiotherapist before buying anything.
Do you sell on Amazon or eBay?
No — Tensorra is sold only at tensorra.co. We can't vouch for lookalikes elsewhere, and buying direct is what lets us honour the guarantee ourselves.