Refund policy
At Knee Massager UK, we want customers to feel confident when ordering from Kneemassager.uk. We supply original knee massager models for the UK market, not replicas or copies, and every order is backed by our 1-year warranty.
This Refund Policy explains when refunds may be issued and how the refund process works.
14-Day Refund Request Period
If you change your mind after receiving your order, you may contact us within 14 days of delivery to request a refund.
To be eligible, the item must be returned unused, undamaged, and in its original packaging with all accessories, manuals, and parts included.
For hygiene and safety reasons, we may not be able to accept a return or refund request if the product has been used, damaged, or returned without the original packaging, unless the item is faulty.
How to Request a Refund
To request a refund, please contact us at:
Please include your order number, full name, email address, and the reason for your refund request. Our support team will review your request and provide the next steps.
Please do not send any item back without contacting us first. Returns sent without approval may not be accepted.
Refund Approval
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method. Please allow time for your bank, card provider, or payment provider to complete the refund.
Faulty or Damaged Products
If your knee massager arrives damaged or develops a fault, please contact us as soon as possible at support@kneemassager.uk.
Please include your order number and clear photos or videos showing the issue. If the product has a confirmed fault, our support team will arrange the best solution. In most cases, where required, we will send a replacement under our 1-year warranty.
1-Year Warranty
All purchases made directly from Kneemassager.uk include a 1-year warranty. This warranty covers genuine product faults during normal use.
The warranty does not cover damage caused by misuse, accidental damage, water damage, incorrect use, unauthorised repairs, or normal wear and tear.
Return Shipping Costs
For change of mind returns, customers are responsible for the return shipping cost.
If the item is faulty, damaged on arrival, or incorrect, please contact us and our support team will advise you on the next steps.
Non-Refundable Situations
Refunds may not be approved in the following situations:
The product has been used and is not faulty
The product is damaged due to misuse or accidental damage
The item is returned without original packaging or accessories
The return request is made outside the eligible return period
The order was not purchased directly from Kneemassager.uk
Orders Already Shipped
If your order has already been shipped, we may not be able to cancel it before delivery. Once the order arrives, you may contact us to request a refund if it meets the conditions of this policy.
Contact Us
For all refund, warranty, or order concerns, please contact us at:
This policy does not affect your statutory rights.