Delivery & returns
How your order reaches you, and what to do if something is not right.
Delivery
UK delivery is a flat £5.45 per order, shown at checkout before you pay. We deliver to UK addresses only, and orders are dispatched from the UK.
Injection therapies
Injection therapies are supplied for administration by your clinician. Please only order them after clinical advice, and have them delivered to the address your clinic has agreed.
Returns
You have 30 days from delivery to ask for a return. Contact us with your order number and the item you want to send back, and we will tell you how and where to send it. We cannot accept items sent back without a return request.
Condition of returned items
Returned items must be unused and unworn, in their original packaging with any tags attached, and sent with your order number or proof of purchase. We check every return when it arrives, and we will email you if an item cannot be accepted because it is not in a condition to be sold again.
Items we cannot take back
For hygiene and safety reasons we cannot accept the return of supports or braces that have been worn, supplements that have been opened, or injection therapies once they have been dispatched. If you are unsure about a particular item, please ask us before you order.
Faulty, damaged or wrong items
Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, contact us straight away and we will put it right, including the cost of sending it back.
Return postage
Unless the item is faulty, damaged or sent in error, you are responsible for the cost of returning it to us. We recommend a tracked service, as we cannot refund an item that does not reach us.
Refunds
Once your return arrives and has been checked, we will email you to confirm whether the refund is approved. Approved refunds are made to your original payment method within 14 days. Your bank or card provider may take a few more days to show it on your account.
Exchanges
The quickest way to exchange an item is to return it as above and place a new order for the item you want.
Your right to cancel
Under UK consumer law you can change your mind and cancel your order within 14 days of receiving it, without giving a reason. Tell us within those 14 days, then send the item back within a further 14 days. We will refund the price and the standard delivery charge within 14 days of receiving the item back, or of receiving proof that you have sent it. This right does not cover sealed health or hygiene products once the seal has been broken. Your statutory rights are not affected.