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Return and Exchange

PhysioWorld Shop Returns and Refund Policy

At PhysioWorld Shop, we want you to be fully satisfied with your purchase. If for any reason you are not happy with your treatment couch or other product, we are here to help. Please read the following policy to understand your rights and the process for returning items.

1. Contact Us:

  • Email: orders@physioworldshop.co.uk

  • Phone: 0121 629 0330

  • Address: PhysioWorld Shop, Unit G6, Castle Vale Ent Park, Park Lane, Birmingham B35 6LJ

  • Hours: Monday to Friday, 8 AM - 4 PM

2. Returns Policy Overview

If you wish to return a treatment couch or other large item purchased from us, please be aware that the returns process differs for bulky goods. Here’s how we handle it:

  • Notify Us: Please email us within 14 days of receiving your item if you wish to return it. We’ll provide you with the necessary instructions.

  • Condition of Items: All returns must be unused and in resalable condition, including original packaging, manuals, and accessories. We cannot accept returns if the items are damaged, used, or missing packaging.

3. Returns Process for Large Items (e.g., Treatment Couches)

Due to the size and weight of treatment couches, we handle returns differently for bulky goods. Here’s the process:

  1. Step 1 - Contact Us: To initiate a return, email us at orders@physioworldshop.co.uk within 14 days of receiving your couch.

  2. Step 2 - Return Logistics:

    • Customer-arranged Return: You can arrange the return with your own logistics provider. Please ensure the product is securely packaged and returned in the same condition it was received. The cost of return shipping is your responsibility, and we cannot accept liability for items damaged in transit.

    • PhysioWorld Shop Collection: If you prefer, we can arrange for the return collection. In this case, the delivery and collection charges (two separate charges) will be deducted from your refund. This covers the original delivery charge and the cost for us to collect the item.

  3. Step 3 - Preparing the Return:

    • All items must be securely packed in their original packaging to prevent damage during transport.

    • If we are collecting the item, we will contact you to schedule the pick-up.

4. Refunds

Once the returned product is received and inspected, we will process your refund within 14 days. Please note:

  • Refund Amount: Your refund will be the purchase price, minus the following:

    • The original delivery charge,

    • The collection fee (if we arrange the return collection).

  • Refund Method: Refunds will be credited to the original payment method used for the purchase.

5. Faulty or Damaged Goods

If your item is faulty or damaged on arrival, please notify us within 48 hours of receiving the goods.

  • Faulty/Damaged Returns: We will offer a full refund, replacement, or repair. We will also cover the return shipping costs, including the collection fee.

  • Inspection and Claims: Please inspect the items thoroughly upon delivery. If you find damage or issues, notify us immediately. If damage occurs during transit, please sign for the delivery as "damaged" to help with claims.

6. Incorrect Products

If you have received the wrong product or an error occurred with your order, please contact us as soon as possible at orders@physioworldshop.co.uk. We will arrange a free return collection and send the correct item at no extra cost to you.

7. Non-returnable Items

Some items are non-returnable under the following conditions:

  • Custom-made or special order items (unless faulty),

  • Used or damaged products (unless faulty),

  • Hygiene-sensitive items once opened or used (e.g., cushions or covers).

8. Cancellations (Change of Mind)

If you change your mind about your purchase, you may return the item to us, provided it is within 14 days of receiving the item. However, if the item is returned without any faults (i.e., as sold or described), you will be responsible for two delivery charges:

  • The original delivery charge to your address, and

  • The collection fee for us to retrieve the item.

These charges will be deducted from your refund.

Once your return is processed, we will issue a refund for the purchase price, minus the two delivery charges.

9. Statutory Rights

This policy does not affect your statutory rights. Under the Consumer Rights Act 2015, if the product is faulty or not as described, you are entitled to a refund, replacement, or repair. Your statutory rights are guaranteed for up to 30 days from receipt of goods.

10. Additional Information

  • Packaging: Keep the original packaging until you are sure you are satisfied with your purchase. If items are returned in damaged or inadequate packaging, they may not be eligible for a full refund.

  • Return Shipping: We recommend using a tracked delivery service or obtaining proof of posting for returns.

  • Return Fees: If you return an item after the 14-day period, or if the product is used or damaged, we may deduct a restocking fee or refuse the return.

Contact Details:

Email: orders@physioworldshop.co.uk
Phone: 0121 629 0330
Address: PhysioWorld Shop, Unit G6, Castle Vale Ent Park, Park Lane, Birmingham B35 6LJ