Returns Policy

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Returns Policy

Faults and defects warranty policy

Everything we sell is brand new and has a 12-month manufacturer’s warranty valid from date of purchase except for consumables which are guaranteed for the product’s reasonable lifetime.

Consumables include but are not limited to rechargeable and single use batteries and TENS pads. Where a durable item is sold with consumables included, the durable item has a manufacturer’s warranty for 12 months from date of purchase and the consumables are guaranteed for the product’s reasonable lifetime.

Warranty covers the item against defects arising within the warranty period and applies only when the item has been subject to fair use. Warranty excludes inapppropriate use, misuse, use for purposes other than those for which the item is designed, accidental damage, fair wear and tear. Warranty entitlement is limited to a like for like exchange or refund of the cost of the item at our discretion, plus reimbursement of reasonable shipping costs within the terms specified in our Return shipping costs policy. Where items are replaced under warranty, the 12-month warranty period for the replacement item starts from the original date of purchase, not from the date of replacement.

What happens if a product breaks within the warranty period?

In the first instance please contact us for advice. Items may only be returned with our authorisation. We will either exchange repair replace or issue a refund as appropriate and at our discretion. Exchanges are subject to availability of stock and other factors, and we reserve the right to issue a refund instead of exchange.

Who pays the shipping if I return an item?

Please see our Return shipping costs policy for details.

What happens if I return it as faulty, and it turns out not to be faulty?

Believe it or not, this has happened! If we find that there is nothing wrong with the item, we regret that we cannot reimburse return shipping costs and a charge will be payable in advance to resend the item back to you. Please check the item and instructions thoroughly, and ensure that any batteries are inserted the correct way round. People do return items for reasons like this, and it is embarrassing for us as well as them when we have to tell them!

Items that are incorrect or significantly not as described

If your item is incorrect or significantly not as described, then firstly please accept our apologies. We never knowingly misrepresent items and we are proud of our descriptions and photography. Mistakes sometimes creep into listings, and occasionally the specification of an item changes without our knowledge. Very occasionally it is possible that we may send the wrong item, but this is extremely rare. If your item is incorrect or significantly not as described, we will either exchange replace or issue a refund as appropriate. We must receive the item in good condition before we are able to act. Please see our return shipping costs policy for further details.

Cooling-off period: Returns of items not wanted

Non-faulty non-misrepresented items may be returned for a refund within 7 days of purchase only if complete unused sealed unopened and in brand new condition. We do not accept returns on items that have been opened and/or used unless they are faulty or misrepresented. Consumables, software, media and items intended for personal hygiene body or animal use are exempted from the 7-day cooling-off period and may only be returned if faulty or misrepresented. Refunds of items under the 7-day cooling-off period will not include a refund of outward or return shipping costs, and where "free" postage is specified the refund will be subject to a deduction of our outward shipping expenses. The cooling-off returns policy does not apply where items have been collected in person since such sales are not subject to distance selling regulations.

Return shipping costs policy

This policy is applicable only to faulty and/or misrepresented items. It does not apply to items being returned under the 7-day cooling-off policy, nor to items that were collected in person.

Reimbursal of return shipping costs is only available if an item is faulty and/or misrepresented and where we receive the returned item within the first 14 days following purchase and only if requested by the customer. This service is expensive for us to provide so we will only refund the cheapest return cost regardless of the cost of service you choose and payments are limited to a maximum of GBP L5.00. We are unable to reimburse the extra costs associated with Recorded Signed For. Return and replacement shipping costs associated with returns or exchange after this 14-day period are the responsibility of the customer and are payable in advance.

Who is responsible if my item goes missing when I am returning it?

The risk during transit lies with the customer and we cannot accept liability for items that we have not received. It is the customer's responsibility to obtain proof of posting and ensure that the item is covered by insurance where required. Customers whose items are lost while being returned should contact Royal Mail or other courier to make a claim for loss. Where items are eligible for postage reimbursal, we regret we cannot reimburse any additional cost associated with upgrades to tracked or signed for services such as Recorded Signed For.

What is the returns address?

Our returns address is Eshop Retail Limited, Unit 55 Knowl Piece, Hitchin SG4 0TY, UK. Please contact us before returning an item. All returns are made in accordance with the policies above.

Limitation

The value of any claim shall be limited to the price paid for goods and shipping, and reasonable economy return shipping costs if applicable as outlined above.

Items collected in person

Items collected in person shall not be subject to distance selling regulations and are exempt from our 7-day cooling off and return shipping costs policies.

Frequently asked questions

Here are some questions we receive from time to time. The purpose of this section is to illustrate our returns and warranty policies in the context of real situations.

I've had the item for 6 months now and I've decided I don't like it. I've chucked the box. Can I return it?

Sorry, items may only be returned within 7 days of purchase in accordance with our cooling off policy or if they develop a fault within the warranty period

I've received it and it's too small. I didn't bother to read the measurements you provided because it looked bigger in the picture. I would like to return it for a full refund including return postage.

Sorry but our rules are clear and fair: if the item is correctly described and is not faulty, you can return it under the cooling off policy provided you have all the packaging and it is brand new, but under these circumstances we cannot refund your return postage and we will deduct our outward shipping expenses from your refund. Sorry but because we provided the measurements we do not consider it fair that you ask for shipping to be reimbursed on the grounds of size.

I ordered blue and you've sent green. What are you going to do about it?

Please accept our apologies. Kindly return the item for exchange and we will reimburse your shipping expenses in accordance with our return shipping policy.