Delivery & Returns
If you would like to return an item please fill in your details below so we can provide you with an authorisation number for your return. PLEASE CHECK YOUR JUNK/SPAM mailbox for our reply
COVID 19 Update
We are trading online as usual and are dispatching daily Monday to Friday. Our staff safety and our service to you remain our priorities and we will continue to monitor the Covid 19 situation daily as well as following the advice from the UK Government and World Health Organisation. If the situation was to change we will update this notice immediately.
Please be aware that the transit of your order, once it has left us, may in a few cases take a little longer than expected so may we ask for your understanding and patience should your parcel take a little longer than expected.
We would like to thank you for your order and wish you and your loved ones the very best in these challenging times. Stay safe.
Delivery Policy & Options
Monday - Friday: Orders placed before 4pm will be dispatched on the same day.
All goods quoted for delivery shall be delivered to the address instructed by the customer at the time of placing the order. The cost of goods delivered will be charged to the customer as defined in the details of delivery charges on the website.
We cannot guarantee specific delivery times or dates and cannot be held responsible for items that are dispatched successfully but fail to arrive due to the responsibility of the delivery company.
The company shall not be liable for any loss whatsoever caused by non-delivery or delay in delivery. The Bad Back Company requires 28 working days waiting period before being able to trace, replace or refund lost items.
Royal Mail 2nd Class
The Bad Back Company offer various options for delivery including a FREE UK delivery option on all items*, this delivery option is a Royal Mail 2nd Class recorded delivery service and is available on ALL orders* Please allow up to 7 working days for delivery.
Royal Mail 24
The Bad Back Company also offer a UK delivery option costing £1.99* this delivery option is a Royal Mail 1st Class recorded delivery service with an expected 1-2 working day delivery.
Next Working Day Tracked Delivery
If you need your pain relief products ASAP we provide a UK next working day tracked method which will be delivered by one of our preferred couriers, DPD, APC or UPS (which excludes Saturday & Sunday) service for £5.99**.
**To receive your delivery next day orders must be received by 4pm Monday – Thursday, orders received after 4pm Monday – Thursday will not be dispatched until the following working day (excluding Saturday & Sunday) and will be received the next working day after dispatch.
Orders received before 4pm on a Friday will still be processed and dispatched the same day but we cannot guarantee delivery on a Saturday, these orders however are guaranteed to arrive the next working Monday (excluding bank holidays).
EU Tracked & Signed
We deliver to the following countries: Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Luxembourg, Malta, Netherlands and Spain. This is an International Tracked & Signed for service costing £9.99.
Items over 2.5kg*
*Any individual item that weighs over 2.5 kg will be charged and is not eligible for any other delivery method. Costs will be show at point of placing the order and start at £5.95 to a maximum of £9.99. This will be sent by a tracked and signed for method and only UK addresses are eligible.
To return an item please use the form opposite, telephone 01245 257712 or email us at firstname.lastname@example.org to request an authorisation number. We cannot accept returns without this authorisation number. PLEASE CHECK YOUR JUNK/SPAM mailbox for your authorisation number if you do not receive our reply.
All items being returned by The Customer must be unused and in their original condition and packaging and returned within 30 days of receiving the goods. It is the responsibility of the customer to meet the cost of returning goods. If these conditions are met, The Bad Back Company will issue a full refund upon receipt of the good(s), or exchange the item(s) where required.
Unfortunately we cannot send any exchange item out until the original item(s) has been returned to us. All items must be returned to us using your own courier/postal service. We recommend that you use a 'special delivery' or 'signed for' service to ensure that you can track the parcel and cover yourself for any loss or damage should it occur.
We cannot be made responsible for the loss or damage of your items when returning them to us. We will only refund the delivery charge if the return is as a result of our error, or if there is a genuine fault with the item. Please contact us before returning the goods in such circumstances. In the case of faulty goods, faults can only be determined upon return of your item and is at the sole discretion of The Bad Back Company.
Certain items cannot be returned for hygienic reasons unless they are faulty. Sealed products that contain, creams, gels, liquids, and sterile products cannot be returned if opened. Additionally any other items specified on the site or in any other documentation may also be subject to this policy. If in doubt then please speak to our Customer Services before opening or using these items. Sale items or items purchased that have a ‘Was’ and ‘Now’ price are classed as being in a sale and can only be exchanged for a different size.