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Customer Service

Here's a list of frequently asked questions on Customer Service. If you still can't find the answer to your question, feel free to contact us on [email protected] or call us on 1800 800045 FREE and we’ll be happy to help.

  • Please refer to the problem solving guide in your instruction manual. If you cannot find the solution here, please or Contact Us.

  • Please note that all INNOVO product deliveries must be signed for. This does not apply to replacement pads, consumable parts and batteries. Deliveries normally take place Monday-Friday between 9.00am - 5.00pm, so please bear this in mind and specify an office address if necessary. If you wish to make a change to your delivery details please contact our office as soon as possible.

  • INNOVO is currently available in the UK, Ireland and France. If you are interested in international shipping please call + 353 1 9075393. If you would like more information on where we may be available soon please or Contact Us.

  • Atlantic Therapeutics Ltd. warrants (a) that your INNOVO controller will be free from defects in material and workmanship for a period of two years from the date of original purchase and (b) that the INNOVO Shorts will be free from defects in material and workmanship for a period of six months from the date of original purchase.

    These warranties do not apply to the batteries supplied with your product and exclude consumables such as the spray. Should your controller or shorts develop a fault within the warranty period, Atlantic Therapeutics Ltd. Will replace or repair it/them free of charge, provided the controller and/or shorts:

    • have been used for their intended purpose and in the manner described in this instruction manual;
    • have not been connected to an unsuitable power source;
    • have not been subjected to misuse or neglect;
    • have not been modified or repaired by anyone other than an approved Atlantic Therapeutics distributor or agent.

    This warranty complements existing applicable national guarantee obligations and does not affect a consumer’s statutory rights.

  • Before using INNOVO we recommend that you try on your Shorts to ensure that the size and fit is correct for you.

    You may try on the Shorts, whilst wearing underwear. DO NOT remove the “Do Not Remove” tag on the connector– if removed the product cannot be returned. DO NOT use the INNOVO Spray on the Shorts. The Shorts fit correctly if they are comfortable for you to wear, are smooth against the skin, and are not hanging loose around the thighs.

    If you find the Shorts are an incorrect size we will happily exchange them for a different size within 14 days of purchase once all of the following requirements are met:

    • The “Do Not Remove” tag is still in place
    • The Shorts must be in perfect condition with no defect or damages and are fit for resale
    • Innovo® Spray has not been applied to the electrodes

    To request a different size INNOVO, please visit our Customer Support page which outlines a range of contact options. 

  • We want you to be completely happy with your purchase. If you believe your goods have been delivered in error, damaged, or if a fault appears during the warranty period of the goods being received, please contact our customer service for further help.

    If goods are damaged or faulty our team will carry out a troubleshooting exercise with you and if the product is still faulty after this they will ask you to return the product.

    They will issue you with a Return Tracking (RT) reference code. When returning your good please ensure the product is clearly labelled with this RT reference code and that you quote your RT reference code in all correspondence relating to this matter. Once the faulty product has been received, we will either send you a replacement product or, if that product is no longer available, send you a product of equivalent value.

    All goods returned to INNOVO, whether incorrect, unwanted, damaged or faulty, will only be accepted if the following terms and conditions are met:

    • All goods must be clearly labelled with the RT reference code.
    • All goods are the customer’s responsibility until received by INNOVO. It is advisable to return your product by a traceable method.
    • In the case of a faulty unit we will only ask you to return your controller unit.
    • It is not our policy to refund postage and packaging.
  • Click on Contact Us to see how you can get in touch with us.

1) Soeder S, Tunn R. (2012) - Neuromuscular Electrical Stimulation (NMES) of the Pelvic Floor Muscles using a Non-Invasive Surface Device in the Treatment of Stress Urinary Incontinence (SUI); A Pilot Study. IUGA Poster Presentation Conference, Dublin, Ireland (2013)


3) Continence Foundation of Australia, Key statistics

4) Arnold H. Kegel "Sexual Functions of the Pubococcygeus Muscle "Western Journal of Surgery, Obstetrics & Gynecology, 60, pp. 521-524, 1952


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