Returns and Refunds Policy— Ipswich Spine Clinic Online Store

Last updated: June 2026

We want you to be completely happy with your purchase from the Ipswich Spine Clinic online shop. If you are not satisfied for any reason please read our returns policy below.

YOUR RIGHT TO RETURN

You have up to 21 days from the date of delivery to return an item provided it is in its original resaleable condition and packaging. After 21 days restocking fees may apply.

IMPORTANT — AUTHORISATION REQUIRED
All returns must be authorised before being sent back. Please contact us before returning any item. Items returned without prior authorisation may not be accepted.

HOW TO RETURN AN ITEM

1. Contact us at admin@ipswichspineclinic.co.uk within 21 days of receiving your order
2. Include your order number, the item you wish to return and the reason for return
3. We will provide you with a returns authorisation and a returns note to include with your parcel
4. We will provide you with the returns address once your return has been authorised

CONDITIONS FOR RETURNS

Items must be:
• Returned within 21 days of delivery
• Unused and in original resaleable condition
• In original packaging
• Accompanied by a returns authorisation note

NON-RETURNABLE ITEMS

For hygiene reasons the following cannot be returned once opened:
• Toileting products and personal hygiene items
This does not affect your statutory rights if items are faulty.

RETURN POSTAGE

Unless an item is faulty or incorrect the cost of return postage is the responsibility of the customer. We recommend using a tracked postal service as we cannot be held responsible for items lost in transit.

FAULTY OR DAMAGED ITEMS

If your item arrives faulty, damaged or not as described please contact us immediately at admin@ipswichspineclinic.co.uk with:
• Your order number
• A description of the fault or damage
• Photographs clearly showing the issue
We will review your case and advise whether the item needs to be returned for inspection. If confirmed as faulty we will offer a replacement or full credit. Return postage for faulty items will be covered by us.

REFUNDS

Once your return has been received and inspected we aim to process your refund within 2 to 3 working days to your original payment method. Original delivery charges are non-refundable unless the item is faulty.

LATE RETURNS

Items returned after 21 days may be subject to a restocking fee. Please contact us to discuss your options if you are outside the standard returns window.

SUMMARY — AT A GLANCE

What	Our Policy
Returns window	21 days from delivery
Condition required	Unused and in original packaging
Authorisation required	Yes, please contact us before returning
Return postage	Customer pays unless item is faulty
Faulty items	Replacement or full credit offered
Refund timescale	2 to 3 working days
Non-returnable items	Toileting and hygiene products only

CONTACT US

Returns and refund enquiries:
Email: admin@ipswichspineclinic.co.uk
Please include your order number in all correspondence.