Delivery & Returns

Where do we deliver?

We deliver worldwide using either the Royal Mail or Courier services.

For security reasons we cannot deliver to a BFPO address. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible, usually within 24 hours of you placing the order.

Delivery to addresses on islands or in remote areas of the UK mainland may take longer than our usual delivery times. You will be contacted by our Customer Service department if your order is affected.

Delivery times and options:

These delivery times will only apply when we have the requested products in stock. We are a web based retailer and although many items are held in stock some products are sourced to order in which case delivery times apply once the item is in stock. This will usually be within 48 hours. We will contact you to confirm when your order has been dispatched and if your order will be delayed. The costs shown are per delivery address and per day delivered to that address. Remember that the Royal Mail and Couriers work throughout the day so your order may arrive at any time between 7am and 5.30pm.

Standard 1-3 day delivery for items dispatched to the mainland UK
Excluding Saturdays, Sundays and Bank Holidays. To ensure delivery within 1-3 days, orders must be placed by 12pm, one working day in advance. Items will be sent by Royal Mail Recorded Delivery, which means they will need to be signed for on receipt.

Standard delivery for items within the EU and the rest of the world
Excluding Saturdays, Sundays and Bank Holidays. All orders for next day delivery must be received before 12pm one working day in advance. Items will be sent by the Royal Mail International Signed For service, which means they will need to be signed for on receipt.

What if I am not at home when you deliver?

Deliveries will usually be made on Mondays to Fridays between 9am and 5pm. We realise that occasionally we may try to deliver an order and you (or the intended recipient) may not be available. Each time an attempt is made, our shipping company will leave a card at the delivery address confirming that they have attempted delivery. This card contains a contact number so you can speak directly to the couriers and agree a mutually convenient delivery time or alternatively, arrange for you to collect the order directly from their depot. If, after three attempts, the goods are not delivered, it will be returned to our warehouse. You will have to pay delivery fees again to have the item re-delivered.

What if only part of my order is delivered?

If you have not received the entire order as detailed in the order confirmation email sent to you, please contact our Customer Services department.

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Returns

We hope you will be highly satisfied with any product purchased on our website but should you wish to return an item to us then we aim to make the process as quick and convenient as possible.

Any item returned to us must be in a saleable condition, which means that the original packaging must be intact and any seals on items such as gels, lotions, electrodes etc must be intact, unless the item is faulty or damaged.

Within the order packaging, you'll find an invoice or dispatch note with details of your order. You must have this with you when completing the online returns form as you will require information from this. You will also need to include a copy of your invoice and write your returns authorisation number (RAN) on it when you have received authorisation to return the item.

You will find the link to open our Returns Authorisation Form at the bottom of this page. Please ensure you have fully read and understood our Terms and Conditions of returns as detailed below before you submit your request.

We will accept returns and refund both the price of the item and delivery to the purchaser under the following conditions:

1) The item is faulty. On return the item will be tested to verify that it is faulty. If the item is confirmed as faulty we will refund the purchase price together with any delivery and reasonable return charges in full. If the item proves to be in good working order when tested then the item will be returned to you and you will be charged for the return delivery. If you have received an item which you believe to be faulty it is important that you contact our customer service department using the on-line Returns Authorisation form within seven days of receipt so that we can help you to verify the fault and issue you with a Returns Authorisation Number (RAN). This procedure is given in full below. This is in addition to your statutory rights as a consumer.

2) The item is found to be damaged on delivery. It is important that you check your delivery carefully and promptly on receipt because we can only accept returns for damaged goods if you contact our customer services using the online form within 48hrs of delivery. If at all possible you should open the packaging and check the delivery before signing for it from the shipping company. We will refund or exchange the item and refund the cost of the original delivery and return.

We will accept returns and refund the price of the item only under the following conditions:

1) Return or replacement of goods which are not faulty or damaged (‘’not required’) will only be authorised if you contact us to request a returns authorisation within ten days from the day after the date of receipt. You will be required to arrange return of the goods to us unless we specify otherwise. All return delivery costs will be paid by you.

We will only accept returns for ‘not required’ goods provided that:

You have taken reasonable care of the goods supplied both on receipt and on return. It is your responsibility to ensure that the product is packed securely before return so that it is received by us in perfect, unused and saleable condition. Items should be returned in their original and undamaged packaging.
Sealed items such as electrodes, gels, lotions etc must remain with their original packaging unopened and with their seals intact.
Consumable items such as electrodes, gels, lotions etc will only be refunded if they are in sealed packaging.
You contact our customer services and obtain a returns authorisation number (RAN) within ten days of delivery. Authorisation for exchange will be given at our discretion.

Options for returning or exchanging an item:

· Return the item to our Offices

· Return the item using the Post Office

If you wish to exchange or return the item to our Offices, Click here to open our Returns Authorisation Form. On receipt of this form we will contact you within 36 hours either with your returns authorisation number (RAN) or with the reason for rejecting your returns request. When you have received a returns authorisation number (RAN) you can return the item together with your invoice and the RAN to our offices. Once we have authorised and received the goods back we will refund your account within 30 days.

Customer Services
Unit 4C, The Gattinetts, Hadleigh Road, East Bergholt
Colchester, Essex CO7 6QT

Return Goods using the Post Office

Click here to open our Returns Authorisation Form . On receipt of this form we will contact you within 36 hours either with your returns authorisation number (RAN) or with the reason for rejecting your returns request.. This RAN number should be written on a copy of your invoice or packing slip. You should then take the item to your local Post Office and return the item by Recorded (Signed For) post, ensuring that you have taken an adequate level of compensation in case of loss or damage. Please ensure the item is securely and suitably wrapped for transit.

NB: We cannot be held responsible for returned items lost or damaged in transit. You must use Recorded post or an alternative postal service with tracking.

Once we have authorised your return and received the goods back we will refund your account within 30 days.

If you fail to return the goods to us within 10 days of your RAN being issued the authorisation will lapse and no refund will be issued.

Click here to open our Returns Authorisation Form

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