Returns Policy

PHYSIO & WELLNESS / TENSCARESA strives to provide a pleasant and satisfactory service to our customers. Unfortunately, and rarely you may need to return an item to us.  In the event that this happens, please take note of our pertaining policy.

Please see here for FULL Terms and Conditions

FAULTS

  • Should you find an item to be faulty, please  Contact Us and let one of our team members assist you with Troubleshooting, faults are often easily corrected and resolved the item is new to you and sometimes one overlooks the smallest little thing and then end up with a `Faulty’ item. Having a quick look at our FAQs section many times also helps you solve the problem on your own.
  • In the event that you do return an item to us, please complete the and be sure to follow the returns procedure as set out below.
  • On receipt of the returned item, we will test the unit and inform you of the outcome. If we do find a fault, we will either repair or send you a replacement unit with brand new accessories.
  • Allow 7 to 10 working days before a replacement unit is dispatched

DAMAGED OR LOST GOODS

  • If you received damaged goods, please Contact Us
  • Follow the Returns Procedure below and return the damaged items to us within 7 days of receiving the items.
  • Items will be inspected an if found that they are damaged a replacement unit may be sent to you or you may be refunded the total cost of the unit less the delivery charge.
  • If you fail to receive your item, please notify us and follow the Feedback Procedure below, within 7 days of the expected delivery date.
  • No claims will be accepted nor entertained after 7 days.

RETURNS PROCEDURE

Our Returns Procedure is as follows:

  • To enable us to correctly identify the purchaser and the item, ensure that you return the item with your Name, Returns Reference Number and Postcode so we can identify the item.
  • If you are returning the item via mail, please use registered mail ensure you select to insure the item, as if it is lost, you are still liable to pay for the item.
  • If you are sending the item via courier, we suggest that you use a tracked method to ensure that you are covered by insurance if your item is lost.
  • Please ensure that you carefully wrap and package the item as we will NOT be liable for damage caused in transit.
  • When returning items, please ONLY send the electrical unit. Please DO NOT send the accessories (such as the electrode pads, leads or probes) unless they have NOT been opened and the seal remains intact. Opened and used accessories can pose a hygiene risk. Please dispose of any open or used accessories. All replacement units are sent out with brand new accessories.

FEEDBACK PROCEDURE

  • Should you wish to return an item, please follow the Returns Procedure above.
  • If your item falls under warranty, please Contact Us before returning your item.

2 YEAR WARRANTY

  • A standard 2 Year Warranty applies to all electrical units and is valid for 2 years from the original dispatch date.
  • The 2 Year Warranty excludes all accessories and non-electrical items(e.g. electrodes, leads, batteries, probes etc.).
  • Should the unit become faulty follow the Feedback and Returns Procedures above.
  • Allow at least 7 to 10 working days before a replacement unit is dispatched.
  • Both the 30 Day Money Back Guarantee and the2 Year Warranty only apply if the unit has not been incorrectly used or mishandled. Thus we withhold the right to decline the 30 Day money Back Guarantee or 2 Year Warranty if we believe there has been misuse or foul play.

TERMS: RIGHT OF CANCELLATION UP TO 14 DAYS, EXCEPTIONS TO CANCELLATION AND OUR VOLUNTARY RETURNS GUARANTEE

STATUTORY RIGHT

  • Unless one of the exceptions listed below applies, you can cancel your order without giving any reason within 14 days from the day on which you or a third party indicated by you (other than the carrier) receives the goods purchased (or last good, lot or piece if it relates to goods or multiple lots or pieces delivered separately) or from the day of the conclusion of the contract, in the case of services or digital content not supplied in a tangible medium (e.g. CD or DVD).
  • Should you wish to cancel your order inform us of your decision to cancel your order.  Use the contact form, we will communicate to you an acknowledgement of receipt by e-mail. To meet the cancellation deadline, it is sufficient for you to send your communication before the 14 days’ cancellation period has expired and return the item via our return centre.

EFFECTS OF CANCELLATION

  • We will reimburse all payments received from you for the goods purchased less the delivery charge, no later than 14 days from the day on which we received the above communication.
  • We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
  • We may withhold reimbursement until we have received the goods back.

EXCEPTIONS TO THE RIGHT OF CANCELLATION

The right of cancellation does not apply to:

  • The delivery of products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items
  • Delivery of sealed audio or video recordings or of sealed software if unsealed by you after delivery;
  • The supply of goods made to your specifications or clearly personalized;
  • Goods which may deteriorate or expire rapidly;
  • A service if PHYSIO & WELLNESS/ TENSCARESA has fully performed it and you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;
  • Supply of digital content (including apps, digital software, eBooks, MP3, etc.) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;

OUR VOLUNTARY RETURNS GUARANTEE

Without prejudice to your statutory rights, PHYSIO & WELLNESS / TENSCARESA provides you with the following voluntary returns guarantee:

  • Products from the PHYSIO & WELLNESS / TENSCARESA sites can be returned within 30 days of receipt of the products to PHYSIO & WELLNESS / TENSCARESA if the products are complete and are in an unused and undamaged condition.
  • For shrink-wrapped and/or sealed items (for example electrodes, probes, leads etc.) this means that we only take back the products in the unopened shrink wrap film or with an undamaged seal. The products are to be returned via the instructions above.
  • If you return products according to this voluntary returns guarantee, we may refund you the purchase price already paid by you exclusive of delivery costs.

Transport risk and return costs are borne by you.