Returns and refunds

Returns and refunds

Please read through this policy before purchasing anything from us or before accessing or using our website, as it forms part of the contract between us. This policy does not affect your statutory rights.

  1. Your right to cancel

    (a) Seven-day cooling off period

    With our seven day cooling-off period you have seven days from receiving your order to make sure you made the right choice. Any products can be returned to us during this seven-day period, as long as they are in their original condition as received (they should be unopened with any seals and shrink-wrap intact. All worn items such as clothing, orthopaedic supports etc must be unworn and have labels attached).

    (b) A refund from us

    Products returned by you within this seven-day cooling-off period will be refunded in full, including the original delivery charge. However, you will be responsible for returning them to us.

    (c) How to return product(s) to us within seven days

    You will need an RMA number before you return anything to us. Please contact us via email customerservices@bupashop.co.uk or by phone on 0844 888 0099 for an RMA which we use to process your refund.

    You should then send the products back to us, making sure you include the RMA number and your order number. When we receive the products we will process your refund.

  2. Our return guarantee

    (a) Faulty products or wrong products sent

    If the products you have received are faulty, or if you have been sent the wrong products by us, we will send out the correct product as a replacement. Please note that faulty products will be accepted once opened, but wrong orders must be returned to us in their original condition (they should be unopened with any seals and shrink-wrap intact. All worn items such as clothing, orthopaedic supports etc must be unworn and have labels attached). Please note, we may charge the cost of the product to you if we do not receive it in its original condition.

    If you are returning a faulty TENS machine, for hygiene reasons please only return the main unit to us (ie please do not return any probes or electrodes).
    1. Return them to us

      You will need an RMA number before you return anything to us. Please contact us via email customerservices@bupashop.co.uk or by phone on 0844 888 0099 for an RMA which we use to process your return.

      Unfortunately, the transaction cannot be completed without a valid RMA number.

      Please note that if you are returning the product as faulty, you will be asked to give a description of the fault upon contacting us so your replacement order can be processed.

      You should then send the products back to us, making sure you include the RMA number and your order number. Please note, we may charge the cost of the product to you if we do not receive it within 28 days.
    2. We send you a replacement

      Upon our issue of a RMA number, a new order will be raised to send the replacement product to you.
    (b) Unsuitable products

    Unfortunately we are unable to offer refunds on products that you receive and then decide are unsuitable, outside of the seven-day cooling off period.