Returns & Feedback

Returns Policy

Here at TensCare Ltd, we strive to provide complete satisfaction to our customers, however in very rare cases you may need to return your item to us.

Please see here for FULL Terms and Conditions

Please see here for MamaTENS Rental Terms and Conditions and how to Return your MamaTENS Rental by Post

FAULTS

If you need to return the item due to a fault, we ask you to Contact Us and go through our troubleshooting guide with a member of our team, as faults are often easily corrected and resolved within just a few minutes. Many issues can also be resolved through our FAQs section.

If you return the unit to us, please fill out the Contact Form and follow the Returns Procedure (see below). Once returned, we will test the unit and let you know if there is a fault. If in the rare occasion we do find a fault, we will either repair the unit or send you a replacement unit with brand new accessories.

PLEASE NOTE: Please allow at least 7 working days before a replacement unit is dispatched (allowing ample time for returns postage, testing, administration and processing).

DAMAGED OR LOST GOODS

If you received damaged goods please Contact Us or fill out the Contact Form, follow the Returns Procedure (see below) and return the damaged items to us within 7 days of receiving the item. We will then check the item for damage and either send out a replacement unit or refund the total cost of the unit less the delivery charge.

If you fail to receive your item, please notify us and follow the Feedback Procedure within 7 days of the expected delivery date. We will then investigate the delivery of your item – sending out a replacement item to you if necessary.

Please advise us within 7 days of any damage or deviation from the order you placed with us. We CANNOT accept a claim after 7 days as after this date the goods in question shall be deemed to be of merchantable quality and in accordance with your requirements, and you shall be bound to pay for the same.

RETURNS PROCEDURE

Our Returns Procedure is as follows:

  • Please fill out the Contact Form.
  • We will provide you with a Returns Reference Number and you can download a pre-paid returns label here or we can send you a pre-paid return envelope to return the item to us via Royal Mail (UK only).
  • Please return the item with your Name, Returns Reference Number and Postcode so we can identify the item.
  • If you are returning the item via Royal Mail, please be sure to collect a free Certificate of Posting at a Post Office window and ensure that it is stamped and signed by the attendant (UK only).
  • If you are sending the item via courier (international customers), we suggest that you use a tracked method to ensure that you are covered by insurance if your item is lost.
  • Please ensure that you carefully wrap and package the item as we will NOT be liable for damage caused in transit.

IMPORTANT: When returning items, please ONLY send the electrical unit. Please DO NOT send the accessories (such as the electrode pads, leads or probes) unless they have NOT been opened and the seal remains intact. Opened and used accessories can pose a hygiene risk. Please dispose of any open or used accessories. All replacement units are sent out with brand new accessories.

FEEDBACK PROCEDURE

If you are unhappy with your item, simply fill out the Contact Form and we will provide you with a Complaints Reference Number and a pre-paid returns label or envelope if you want to return the item to us (UK only).

If you wish to return the item, please follow the Returns Procedure (above).

If your item falls under warranty, we may send you a replacement item (either the same unit or one to similar value). Please Contact Us before returning your item.

30 DAY MONEY BACK GUARANTEE

You are entitled to a 30 Day Money Back Guarantee within 30 days of the item’s dispatch date. If you are unhappy with your item, simply follow the Feedback and Returns Procedures to return the item to us and we will refund you the cost of the item less the delivery charge.

2 YEAR WARRANTY

A standard 2 Year Warranty applies to all electrical units and is valid for 2 years from the original dispatch date. The 2 Year Warranty excludes all accessories and non-electrical items (e.g. electrodes, leads, batteries, probes etc). If the unit becomes faulty, simply follow the Feedback and Returns Procedures and return the item to us if necessary. We will then test the unit and let you know if there is a fault. If in the rare occasion we do find a fault, we will either repair the unit or send you a replacement unit with brand new accessories.

PLEASE NOTE: Please allow at least 7 working days before a replacement unit is dispatched (allowing ample time for returns postage, testing, administration and processing).

IMPORTANT TO KNOW

The 30 Day Money Back Guarantee and the 2 Year Warranty only apply if the unit has not been incorrectly used or mishandled in any way that excludes its designed purpose. We withhold the right to decline the 30 Day money Back Guarantee or 2 Year Warranty if we believe there has been misuse or foul play.

TERMS: RIGHT OF CANCELLATION UP TO 14 DAYS, EXCEPTIONS TO CANCELLATION AND OUR VOLUNTARY RETURNS GUARANTEE

STATUTORY RIGHT

Unless one of the exceptions listed below applies, you can cancel your order without giving any reason within 14 days from the day on which you or a third party indicated by you (other than the carrier) receives the goods purchased (or last good, lot or piece if it relates to goods or multiple lots or pieces delivered separately) or from the day of the conclusion of the contract, in the case of services or digital content not supplied in a tangible medium (e.g. CD or DVD).

You must inform us (TensCare Ltd, 9 Blenheim Road, Epsom, Surrey, KT19 9BE) of your decision to cancel your order. If you use the contact form, we will communicate to you an acknowledgement of receipt by e-mail. To meet the cancellation deadline, it is sufficient for you to send your communication before the 14 days’ cancellation period has expired and return the item via our return centre.

For additional information on the scope, content and instructions for the exercise, please contact us.

EFFECTS OF CANCELLATION

We will reimburse all payments received from you for the goods purchased and less the delivery charge, no later than 14 days from the day on which we received the above communication. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. If reimbursement occurs after the maximum time period mentioned above, the amount due to you will as of right be increased.

Note that you must send back the goods by following the instructions available on this page no later than 14 days from the day on which us you communicate your cancellation. You will have to bear the direct cost of returning these goods. You may be liable if the value of the goods returned diminishes due to the handling of the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods).

EXCEPTIONS TO THE RIGHT OF CANCELLATION

The right of cancellation does not apply to:

  • the delivery of products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparately mixed with other items;
  • the delivery of sealed audio or video recordings or of sealed software if unsealed by you after delivery;
  • the supply of goods made to your specifications or clearly personalized;
  • the supply of goods which may deteriorate or expire rapidly;
  • a service if TensCare has fully performed it and you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;
  • the supply of digital content (including apps, digital software, ebooks, MP3, etc) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;

OUR VOLUNTARY RETURNS GUARANTEE

Without prejudice to your statutory rights, TensCare provides you with the following voluntary returns guarantee:

All products from the TensCare sites can be returned within 30 days of receipt of the products to TensCare if the products are complete and are in an unused and undamaged condition. For shrink-wrapped and/or sealed items (for example electrodes, probes, leads etc) this means that we only take back the products in the unopened shrink wrap film or with an undamaged seal. The products are to be returned via the instructions on this page.

If you return products according to this voluntary returns guarantee, we will refund to you the purchase price already paid by you, but not the delivery costs of your initial purchase. Likewise the transport risk and return costs are borne by you. The costs of delivery and return are only refunded for returns of clothing or shoes from our sites. This returns guarantee does not affect your statutory rights and therefore does not affect your right of cancellation as described above.