Returns and Refunds

How to Return an Item

To initiate a return, please email our customer support team within 30 days of receiving your order:

support@thermaflexreflief.fit

Please include your order number and the name used to place the order. We will respond within 1-2 business days with your return instructions and the return address.

Step-by-Step Return Process

1. 1
   Contact us by email.

   Email support@thermaflexreflief.fit within 30 days of receiving your order. Include your order number and full name.

2. 2
   Receive your return instructions.

   Our team will reply within 1-2 business days with the return address and any specific packing instructions.

3. 3
   Pack the item securely.

   Place the product in its original packaging, including all accessories and components. Make sure the item is well protected for transit.

4. 4
   Post the item.

   Send the parcel to the return address provided. We recommend using a tracked postage service so you can confirm delivery. Keep your proof of postage.

5. 5
   Receive your refund.

   Once we receive and inspect your return, we will process your refund within 5-10 business days. You will receive a confirmation email when the refund has been issued.

Return Postage Costs

For standard returns within the 30-day window, the customer is responsible for paying the cost of return postage. We recommend using Royal Mail Tracked to ensure your return can be traced if needed.

We are not responsible for items lost in transit on the return journey. Please retain your proof of postage until your refund has been confirmed.

Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, please contact us as soon as possible at support@thermaflexreflief.fit.

Please include the following in your email:

• Your order number.
• A description of the fault or damage.
• Photographs of the issue where possible.

For faulty items, we will offer you a choice of:

• A free replacement product sent to you at no additional cost.
• A full refund to your original payment method.

We will arrange a free return label or provide a prepaid returns address for faulty items.

Refund Processing Time

Once your returned item has been received and inspected at our warehouse, we will process your refund within 5-10 business days.

The refund will be issued to the original payment method used at checkout. Please allow a further 3-5 business days for the funds to appear in your account, depending on your bank or card provider.

You will receive an email confirmation as soon as your refund has been processed on our end.

Your Rights Under the Consumer Rights Act 2015

Our returns policy is in addition to your statutory rights under the Consumer Rights Act 2015. These rights are not affected by our policy.

Under the Consumer Rights Act 2015:

• Products must be of satisfactory quality, fit for purpose, and as described.
• If a product is faulty, you have the right to a full refund within 30 days of purchase.
• After 30 days, you have the right to a repair or replacement. If this is not possible, you may be entitled to a full or partial refund.
• The burden of proof that the item was not faulty at the time of sale lies with the retailer for the first 6 months.

For further information about your consumer rights, please visit the Citizens Advice website or contact the Citizens Advice consumer helpline on 0808 223 1133.

Contact Us

If you have any questions about returns or refunds, our customer support team is here to help:

Email: support@thermaflexreflief.fit

ThermaFlex Health Ltd, Unit 7, Meridian Business Park, Leicester, LE19 1WZ.

Company No: 14829301. VAT: GB 412 893 720.