Returns
'No fault - No quibble' returns within 14 days
On the day we notify you, by email, that we have accepted your order and your payment has cleared the contract between us, with all terms and conditions, will be in force.
Customer Services number is: 020 7873 2206. Mon-Fri 9.30am - 5.30pm
If you change your mind about your purchase for whatever reason, you may return the item, unused, in its original condition along with full packaging and proof of purchase within 14 days of delivery for exchange or a refund.
STEP 1 Contact Customer Services to arrange a product return.
STEP 2 We recommend that you use a Recorded Delivery service, as proof of shipping is not proof of receipt. We can not accept responsibility for any items that are lost in transit.
STEP 3 If you require items in exchange, please include a note with your returned item detailing the product you would like to exchange for. Please include a contactable telephone number in case any additional payment is required. If the new item costs less than the one you have returned we will refund you the difference, but again, we will need to contact you to obtain your credit/debit card details to complete the refund.
The goods must be in original condition & returned with full packaging including user guide, and any other accessories that were originally supplied with the goods. Please remember to send your return by Recorded Delivery. This is for your own security and insurance against items lost in transit.
Credit/Debit card refunds will be made providing we are satisfied that the goods are in an acceptable condition as mentioned above.
Only the cost of the goods will be refunded, you will have to pay the carriage costs unless the reason for return is due to an error on our part where we will arrange for the collection of the goods at our cost.
Return of faulty goods
If there is a fault with your product (or other defect with your order) you may return the product within 28 days of delivery for replacement or refund
STEP 1 Contact Customer Services to arrange a product return and provide a written reason for the return. This makes it easier to confirm any claim.
STEP 2 Please remember to send your return by Recorded Delivery from the Post Office or your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it.
We will replace the product or refund your money when:
- The product is confirmed to be faulty.
- If no fault is found then the product(s) will be returned and a charge of £25 (inc VAT) per product, plus carriage costs will be made to cover technical inspection costs.
- The product is otherwise in original condition.
- It is returned complete, together with any accessories and free gifts offered with the product, in the original box and all packaging
Our promise to replace products or refund your money does not apply to faults caused by accident, neglect or misuse.
Where item(s) are confirmed to be faulty, we will also pay for your reasonable cost of returning the item(s) for replacement or refund.
Return of faulty products after more than 28 days
All Pain Genie Ltd products carry a twelve month 'return to base' warranty (excluding consumable products e.g. batteries, etc). Once your product is more that 28 days old (but within the 12 month warranty) we will repair or replace it free of charge, or provide a Credit for the original price that can be redeemed against any future purchase. It is solely at the discretion of Pain Genie Ltd as to whether a repair, replacement or a Credit is provided.
STEP 1 Contact Customer Services to arrange a product return.
STEP 2 We recommend that you use a Recorded Delivery service, as proof of shipping is not proof of receipt. We can not accept responsibility for any items that are lost in transit.
This does not apply if:
- outside the UK
- faults caused by accident or neglect or misuse
- you return the product to us without any type of 'proof of purchase'
- the product is out of warranty, which does not cover wear & tear, accidental or wilful damage.
Please e-mail admin@PainGenie.net or call us Mon-Fri 9.30am - 5.30pm if you are experiencing problems.
If no fault is found then the product(s) will be returned and a charge of £25 (inc VAT) per product, plus carriage costs will be made to cover technical inspection costs.
The returns address for all items is:
Pain Genie Ltd
C/O 11 Nansen Street
Scarborough
North Yorkshire
YO12 7LN
Please make sure parcels are adequately protected for transportation as we cannot be held responsible for loss or damage to goods in transit being sent to us by a third party. Please also remember to send your return by Recorded Delivery from the Post Office or your chosen courier when returning goods. This is for your own security and insurance against items lost in transit.
Unfortunately we are not able to offer financing options at this time.
020 7873 2206
