Returns & Refund Policy
Your Rights Under UK Law
Our goods are supplied in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. These laws provide you with certain legal rights that cannot be excluded.
You are entitled to a refund, repair or replacement if goods are faulty, not as described, or not of satisfactory quality. This policy operates in addition to, and does not limit, your statutory rights.
14-Day Right to Cancel (Online Orders)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods for any reason.
If you exercise this right:
- We will refund the cost of the goods.
- We will refund the cost of our standard delivery service.
- If you selected a premium delivery option, we will refund up to the cost of standard delivery only.
You are responsible for return postage costs unless the goods are faulty.
30-Day Change of Mind Policy
In addition to your statutory 14-day cancellation right, THYSOL UK offers a 30-day return window for unused items.
To qualify for a change-of-mind return beyond the 14-day period:
- The item must be unused
- The item must be in the same condition as received
- The original packaging must be intact and resalable
For change-of-mind returns outside the statutory cancellation period:
- Original delivery charges are non-refundable.
- Return shipping costs are the responsibility of the customer.
Medical Devices & Skin Reactions
Our kinesiology tapes are regulated medical devices manufactured in accordance with applicable UK medical device regulations.
Skin irritation may occasionally occur due to individual skin sensitivity. This does not automatically indicate that the product is faulty.
Where a skin reaction is reported, we may require:
- A patch test on an alternative area of skin
- Completion of a formal product complaint form
- Assessment of application method and duration of wear
As part of our regulatory obligations, we are required to investigate product complaints appropriately. A refund cannot be issued solely on the basis of a reported skin irritation without completing this assessment process.
If the product is determined to be faulty under UK consumer law, an appropriate remedy will be provided.
For hygiene and medical safety reasons, opened or partially used rolls of tape and products applied to the skin cannot be returned unless deemed faulty.
Books may be returned provided they are unused and in resalable condition.
Faulty Goods
If a product is defective, not as described, or fails to meet the standards set out in the Consumer Rights Act 2015:
- You are entitled to a repair, replacement or refund.
- Standard delivery charges will be refunded.
- Reasonable return postage costs will be reimbursed.
Incorrect Address or Failed Delivery
If a parcel is returned to THYSOL UK due to:
- Incorrect or incomplete delivery address
- Missing flat or unit number
- Failure to collect from Royal Mail
Original shipping charges are non-refundable, as the delivery service has already been provided.
A refund for goods will only be processed once the parcel has been received and inspected. If you wish to receive the goods again, a new order must be placed using correct delivery details.
How to Request a Return
Please email info@thysol.co.uk before returning any goods and wait for written authorisation (within 5 working days).
We require proof of purchase and, where applicable, the LOT or Batch number from the packaging.
Please do not send products directly back to the manufacturer.
Refund Processing
Once your return has been received and inspected, we will confirm approval or rejection of your refund.
If approved, refunds will be processed via the original method of payment within approximately 10 working days. Some payment providers may take additional time to reflect funds.
Return Address
THYSOL UK
The Ghyll
Pevensey Road
Southwater
West Sussex
RH13 9XZ
United Kingdom