Terms & Conditions — Ipswich Spine Clinic Online Store
Last updated: April 2026
1. About Us & Definitions
1.1 Who We Are
The Ipswich Spine Clinic Online Store is operated by Ipswich Spine Clinic.
• Address: 6-8 Neale Street, Ipswich, Suffolk, IP1 3JB
• Email: admin@ipswichspineclinic.co.uk
• Website: ipswichspineclinic.co.uk
1.2 Definitions
In these Terms and Conditions:
• ‘We’, ‘us’, ‘our’ refers to Ipswich Spine Clinic
• ‘You’, ‘your’ refers to the customer placing an order
• ‘Website’ refers to ipswichspineclinic.co.uk and all associated pages
• ‘Order’ means a request by you to purchase products through our website
• ‘Products’ means any goods listed for sale on our website
• ‘Supplier’ means Able 2 UK Ltd who fulfils and dispatches orders on our behalf
• ‘Contract’ means the agreement between us and you for the sale of products
2. Acceptance of Terms
3. Our Online Store & Fulfilment
4. Product Information & Availability
4.1 Product Descriptions
We make every reasonable effort to ensure that product descriptions, specifications, images and prices displayed on our website are accurate and up to date. However:
• Product images are for illustrative purposes only and actual products may vary slightly in appearance
• We do not warrant that product descriptions or other content are accurate, complete or error-free
• We reserve the right to correct any errors, inaccuracies or omissions at any time without prior notice
• Where a product is materially different from its description, you may be entitled to a refund under the Consumer Rights Act 2015
4.2 Stock Availability
4.3 Medical & Health Disclaimer
Products available in our online store are clinically recommended by our chiropractic team. However:
• Product recommendations do not constitute medical advice or a diagnosis
• You should consult a qualified healthcare professional before purchasing any product if you have existing medical conditions, injuries or health concerns
• We accept no liability for any injury, loss or damage arising from the use or misuse of any product purchased through our store
• Products are not intended to diagnose, treat, cure or prevent any medical condition
5. Placing an Order
5.1 Eligibility
By placing an order through our website, you confirm that:
• You are at least 18 years of age
• You are a resident of the United Kingdom
• You are legally capable of entering into binding contracts
• All information provided by you is accurate, current and complete
5.2 Order Process
When you place an order on our website:
• You will receive an automated order acknowledgement email — this does not constitute acceptance of your order
• A binding contract is formed when we dispatch your order and send you a dispatch confirmation
• We reserve the right to refuse or cancel any order at any time prior to dispatch, including where there has been a pricing error, suspected fraud, or the product is unavailable
• If we cancel your order after payment has been taken, we will issue a full refund within 14 working days
5.3 Order Accuracy
6. Pricing & Payment
6.1 Pricing
All prices are displayed in British Pounds Sterling (GBP) and are inclusive of any applicable VAT where stated. Delivery charges are shown separately at checkout.
We reserve the right to change our prices at any time without prior notice. Price changes will not affect orders that have already been accepted and dispatched.
In the event of a pricing error on our website, we are not obliged to supply products at the incorrect price. We will notify you of the error and give you the option to proceed at the correct price or cancel your order for a full refund.
6.2 Payment
Payment is required in full at the time of ordering. We accept payment via major credit and debit cards, processed securely through Stripe. By submitting your payment details, you confirm that:
• You are the authorised holder of the payment card or account being used
• Your payment details are accurate and complete
• You authorise us to charge your payment method for the total amount of your order
6.3 Payment Security
6.4 Fraudulent Transactions
7. Delivery
7.1 Dispatch
7.2 Delivery Timescales
• Standard UK delivery: estimated 3-7 working days from dispatch
• Delivery timescales are estimates only and are not guaranteed
• We shall not be liable for any loss or inconvenience caused by delayed delivery
• Time of delivery shall not be of the essence of the contract
7.3 Delivery Charges
7.4 Delivery Address
7.5 Failed Delivery
7.6 Risk & Ownership
7.7 Force Majeure
8. Returns, Cancellations & Refunds
8.1 Important Notice — Health & Medical Products
The majority of products sold through our online store are health, medical and hygiene products. Please read this section carefully before placing your order as it significantly affects your right to return goods.
We strongly encourage you to contact us at admin@ipswichspineclinic.co.uk before placing your order if you have any questions about product suitability. Our chiropractors are happy to advise you on the right product for your needs.
8.2 Exemptions — Health, Hygiene & Medical Products
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the following products are EXEMPT from the right to cancel and cannot be returned once the seal has been broken or the product has been used:
• All health and medical support products including back supports, braces, collars and orthopaedic products
• All hygiene products including cushions, pillows, mattress toppers and seat pads
• All mobility aids and personal use equipment
• Any product where the packaging seal has been broken, removed or tampered with
• Any product that has been used, worn or fitted
• Any product that has been assembled or modified
By placing an order for any of the above products, you acknowledge and accept that once the seal is broken or the product is used, your right to cancel is lost and no refund will be issued.
8.3 Your Statutory Right to Cancel — Unopened Products Only
Where a product does not fall within the health, hygiene or medical exemptions listed in Section 8.2, and the product remains completely unopened and unused in its original sealed packaging, you may have a statutory right to cancel your order within 14 days of receipt under the Consumer Contracts Regulations 2013.
To exercise this right, you must notify us in writing at admin@ipswichspineclinic.co.uk within 14 days of receiving your order. We will assess your request on a case by case basis having regard to the nature of the product.
8.4 Returns Process
No returns will be accepted without prior written authorisation from us. If you believe you are entitled to return a product, you must follow this process exactly:
• Step 1: Contact us in writing at admin@ipswichspineclinic.co.uk — do not return goods without receiving written authorisation from us first
• Step 2: We will assess your return request and respond within 5 working days
• Step 3: If your return is authorised, we will provide instructions on how and where to return the item
• Step 4: The item must be returned in its original, completely unopened, sealed packaging in a fully re-saleable condition
• Step 5: All return postage costs are entirely at your expense — we strongly recommend using a tracked and insured service
• Step 6: We will not be responsible for any items lost or damaged in transit on return
Unauthorised returns or items returned directly to our supplier without following the above process will be refused and returned to you at your cost. No refund will be issued in such circumstances.
8.5 Condition of Returned Goods
Any authorised return must meet ALL of the following conditions without exception:
• Completely unused and in its original factory sealed condition
• In the original undamaged packaging — all seals, tags and labels must be intact
• Complete with all accessories, manuals and components originally included
• Free from any marks, damage or signs of use
We reserve the right to refuse any return or reduce any refund where goods do not meet the above conditions. Where we determine that goods have been used, opened or damaged, no refund will be issued and the goods will be returned to you at your cost.
8.6 Return Postage Costs
8.7 Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, you must notify us within 7 days of receipt by contacting admin@ipswichspineclinic.co.uk with:
• Your order number
• A clear description of the fault, damage or error
• Clear photographic evidence of the fault or damage
Failure to notify us within 7 days may affect your right to a remedy. Where goods are confirmed as faulty, damaged or incorrectly supplied:
• We will liaise with our supplier to arrange collection of the item at no cost to you
• You will be entitled to a replacement or refund at our discretion
• You will not be charged for return postage on confirmed faulty, damaged or incorrect items
8.8 Refunds
Where a refund is authorised, it will be made to your original payment method only. Refunds will be processed within 14 days of us receiving the returned goods in a satisfactory condition. Please allow up to 5 additional working days for the refund to appear in your account.
We will not refund: original delivery charges, return postage costs, or any costs incurred by you in connection with the return unless required to do so by law.
We reserve the right to deduct from any refund an amount to reflect any reduction in the value of the goods caused by your handling of them beyond what was necessary.
9. Liability & Indemnity
9.1 Our Liability
9.1 Our Liability
To the fullest extent permitted by applicable law, our total liability to you in connection with any order shall not exceed the total price paid by you for that order.
We shall not be liable to you for any:
• Indirect, special, incidental or consequential loss or damage
• Loss of profit, revenue, business, contracts, data or goodwill
• Loss or damage arising from your use or inability to use the products
• Loss or damage arising from reliance on product descriptions or recommendations on our website
• Loss or damage caused by third parties including our delivery supplier
9.2 Exceptions
Nothing in these Terms and Conditions shall limit or exclude our liability for:
• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any breach of the terms implied by the Consumer Rights Act 2015
• Any other liability that cannot be excluded or limited by applicable law
9.3 Your Indemnity
10. Intellectual Property
All content on our website including but not limited to text, images, logos, branding, product descriptions, graphics and software is the intellectual property of Ipswich Spine Clinic or its licensors and is protected by applicable intellectual property laws.
You may not reproduce, copy, distribute, modify, transmit, display, publish or create derivative works from any content on our website without our prior written consent. Unauthorised use may give rise to a claim for damages and/or be a criminal offence.
11. Privacy & Data Protection
We are committed to protecting your personal data. When you place an order, we collect and process personal information necessary to fulfil and manage your order. This is handled in accordance with our Privacy Policy and applicable data protection legislation including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Your personal data may be shared with our fulfilment supplier, Able 2 UK Ltd, solely for the purpose of processing and delivering your order. We do not sell your personal data to third parties.
For full details of how we collect, use, store and protect your personal data, and your rights as a data subject, please read our full Privacy Policy at ipswichspineclinic.co.uk/privacy-policy
12. Website Use
12.1 Availability
12.2 Prohibited Use
You agree not to use our website:
• For any unlawful purpose or in any way that violates applicable local, national or international laws
• To transmit any unsolicited or unauthorised advertising or promotional material
• To transmit any harmful, offensive, defamatory or obscene content
• In any way that could damage, disable or impair our website or servers
• To attempt to gain unauthorised access to any part of our website or systems
13. Third Party Links
14. Severability
15. Entire Agreement
16. Waiver
17. Governing Law & Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.
Both parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions.
18. Contact Us
If you have any questions, complaints or queries about these Terms and Conditions or any order you have placed, please contact us:
• Email: admin@ipswichspineclinic.co.uk
• Website: ipswichspineclinic.co.uk
We aim to respond to all enquiries within 2 working days.
If you are not satisfied with our response, you may be entitled to refer your complaint to an Alternative Dispute Resolution (ADR) scheme. Further information is available from the Citizens Advice Bureau at citizensadvice.org.uk.