Política de reembolso

We strive to provide complete satisfaction to our customers, however in the rare case you need to return your item to us, please read our returns policy below.

Please note, all returns need a returns reference number issued by our customer service team. Items returned without this number will not be eligible for return processing, replacement, or refund, so please ensure you have spoken with our team before returning any items.

Damaged or Lost Goods

If you fail to receive your item or your item arrives damaged, please contact us. 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.

Unwanted Order

We understand you may change your mind about your order or purchase the wrong item by mistake. These things happen, and we are happy for the items to be returned to us and a refund will be issued on the product cost only on the below conditions.

Please note we are unable to accept returns for opened accessories, this is for hygiene and safety reasons to keep our customers and return staff safe, we hope you understand.

• The items are returned within 30 days of receiving the order.

• The customer is responsible for the return postage. Please obtain proof of postage in case the item goes missing and you need to make a claim with the delivery provider.

• The items must be unopened, undamaged, and sealed in their original packaging. If you have opened part of a device kit, we may be able to offer a partial refund, please contact us for details.

• An Admin Charge will be deducted from the refund amount. For orders with a product value of less than £20 a £2.50 admin charge will be deducted. For orders with a product value of £20 or more a £7.50 admin charge will be deducted.

• Any shipping costs and charitable donations such as trees planted will not be refunded.

 

If you wish to return your order please contact us.

Faulty Items

Most problems can be solved with simple troubleshooting or replacement of accessories such as leads and electrode pads. Before you return your item, please be sure you have referred to the troubleshooting section in your product manual and our helpful FAQ Section.

Remember, accessories such as leads, probes, electrodes and batteries should be replaced every 3-6 months to keep your device in good working order. You can find replacement accessories for your device here.

If you are still experiencing issues, please reach out to customer.service@tenscare.co.uk where one of our friendly team will be happy to help. If we cannot fix your device with troubleshooting and it is within warranty, we will arrange for the return of your device for repair or replacement.  

Warranty Policy

A standard 2 Year Warranty applies to most electrical units (see your user manual for details on the guarantee for your device) 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 and you cannot rectify the problem via our FAQ section, simply contact us, most issues can be solved through simple troubleshooting, if not we will help you 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.

The 2 Year Warranty only applies 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 2 Year Warranty if we believe there has been misuse or foul play.