Returns

Damaged or defective goods:

We will supply goods that are free from defects in materials and workmanship for a period of inline with the individual warranties that apply to the goods (or longer if required by law) beginning from the date of delivery. You should inspect the goods when you receive them for defects or damage. If you find a defect or damage you must email us as soon as possible to request an authorisation for their return. If the goods are found to be damaged prior to delivery to you, or defective, we will provide an option to repair or replace the goods or refund the price paid by you. Specific product related terms and conditions are outlined during the point of sale. They must be accepted before purchasing from us.

Unwanted/Unsuitable goods:

In some cases a refund may be offered by us for the return of goods that were deemed not suitable by the customer. These are treated on a case by case basis and the type of product involved. In cases where the return of non-faulty item (not suitable item) is authorised the refund will be equivalent to original purchase price less the original shipping fees incurred. The customer will also be expected to pay for the cost of the return. We would recommend that customers adequately track and insure their unwanted items during any return journey.

Sale items are not generally refunded. You may receive shop credit if these are authorised for return. Again this is on a case by case basis.

Any custom items, such as plinths, which are made to order will attract a 20% cancellation fee if a cancellation request is received once the item is in production. The same apply to an unwanted delivery of a custom order whereby a 20% restocking fee applies.

All returns must be preauthorised. This means you must contact us via our contact us support system to request an authorisation before returning any goods. We will then confirm the specific returns address for the products you purchased. Note that this is not the registered office address on our order invoices. We do not ship from this address and cannot accept returns to that address.

Request a return via our support website here: https://thephysioshop.zendesk.com/hc/en-us