Returns and Exchanges

We hope that you are happy with your products, but if you aren’t, we do understand that sometimes when buying online that items may not be as expected, you may need a different size or you might have just changed your mind!

Our policy lasts 30 days. If you are unhappy with your purchase, you may return or change your product without reason within 30 days of the delivery of the goods. This policy does not affect your statutory rights.

All Equilibrium Products are covered under a one year satisfaction guarantee, except for Equilibrium Therapy products which are guaranteed for 2 years. The guarantee is valid with proof of purchase, either email, card receipt or shop receipt, from the date of purchase, providing the product is used and cared for in accordance with instructions. The guarantee is not transferable to another person.

If you are not completely satisfied or find the product faulty during the guarantee period, please contact the company you purchased it from, and they will be more than happy to arrange a refund or replacement.

The following are specifically excluded from the terms and condition of the guarantee:

  • Damage caused by misuse, accident, negligence or improper handling of the product or not used in accordance with instructions
  • Normal wear and tear.
  • Any modification made by the purchaser to the product or any repairs other than by an authorised agent.
  • Damage resulting from incorrect maintenance according to the instructions of use (e.g. stored in damp/wet conditions, washed on too hot a wash).
  • The guarantee is only valid if the correct Equilibrium Therapy Multi Plug Charger and correct Equilibrium Therapy Battery are used, the mains charger attachment appropriate to the country of use must be used. The guarantee is invalid if used with an adapter.
  • Damage caused due to the use of the product on voltage other than that stamped on the product.

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we also require a receipt or proof of purchase, as well as the following details:

  • Name
  • Contact number/email address
  • Order number
  • Reason for return (wrong size / unwanted item / delivery error / damaged or defective product / product not as expected / other.
  • Exchange required* – please include product, size and colour (if applicable)

Once your item has been received and inspected, we will send you an email or call you to notify you that we have received your returned item. Your refund will then be processed, and a credit for the order, minus the postage, will automatically be applied to your credit card or original method of payment.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable, however your return postage will be compensated if the fault is on the behalf of Equilibrium Products (i.e. incorrect item or faulty product).

Depending on where you live, the time it may take for your exchanged product to reach you may vary. We aim to process all refunds/exchanges within 7 working days.

If you are unhappy with your purchase, you may return sale item within 14 days of the delivery of the goods.

To return your product, you should post your product to:

Equilibrium Products
Unit 2
Acorn Farm Business Park
Cublington Road
Bedfordshire
LU7 0LB
United Kingdom.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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