Do you have a question about your order or want to start a return? Please contact us in writing by either 1) replying to your order confirmation so we have your information to hand, or 2) fill in the online form here, or 3) just email us with your name and order number / post code to firstname.lastname@example.org.
Our Promise to You
We know it can be daunting to purchase a product over the internet, especially when you can only see a picture and description of the product.
When shopping with Body Massage Shop, you can know that you are being looked after, and that we’re always happy to hear your questions, comments and suggestions – just send us an email to email@example.com to see.
We therefore offer the Body Massage Shop Guarantee to all our shoppers which includes the following with every order:
1. Money Back Guarantee
Try our products for at least 14 days from the day you receive them, and if you’re not delighted, just contact us by replying to your order confirmation to request a return (Ts & Cs below apply). For our inversion tables and equipment, we give you an extra two weeks – a total of 30 days – to make sure you have enough time to get the benefits. We just ask everything is returned in its original condition.
2. Full Product Warranties
Body Massage Shop is an authorised retailer for all our brands, and so all of our products include at least a one year warranty.
All of our quality Affinity massage tables come with a 2 year guarantee against defects in materials or craftsmanship on all components, and an extension to 10 years on the legs and frame.
There is a full five year guarantee on our most popular inversion tables, including the Teeter EP-560, Teeter EP-560 Sports, Teeter EP-960 and Teeter Contour L5, and a full two year warranty on the Teeter Power VI and Teeter DEX II. Teeter Gravity Boots also comes with the five year warranty.
All warranties are provided directly by the manufacturer or their relevant distributor, so you’re protected no matter what.
3. Fast, free delivery
For most items over £50, we offer free next day UK delivery (except, unfortunately on stools and seating), so you will get your order as quickly as possible. Bank holidays and weekends excluded.
Under £50? There’s a small £3.95 charge. Read more here about our delivery services for full Ts and Cs. We ship all over the world for an additional fee as well at checkout; see our delivery services for more information and contact us with your full address for a quote if unsure.
Thank you for such great customer service
I received my massage table on Friday and used it over the weekend and I am extremely pleased with it. So pleased in fact, that I have recommended it to all 20 people in my massage class at college! I wanted to say thank you for such great customer service. You constantly kept me informed and as such I have no hesitations in recommending you on to other people.
— Nancy Reeve
Read more from our hundreds of happy customers.
We’re very confident that you’ll be happy with your order and the service we provide.
We are only an email away, and you’ll get a personal response to any questions usually the same day, so you can be sure that you’re being heard. Thanks for shopping with us, and we hope you’re delighted with our products.
Returns and Cancellations Process & Policy
We have very simple returns and refund policies not hidden away in a long, hard to ready document. Here’s what you need to know:
Your purchases are covered by the Consumer Contracts Regulations (which supersede the Distance Selling Regulations as of June 2014) in the UK; your statutory rights are not affected. Orders are also covered by the Money Back Guarantee.
You must notify us of any problems or faults with your order within 7 days of delivery.
If you would like to make a return, please contact us in writing by replying to your order confirmation within 30 days for all Teeter equipment, and 14 days for other items, before sending your item back (but as soon as possible). Please include:
- Your name
- Your order number (or your post code)
- Item(s) you would like to return
- Optional – why you are returning your item (so we can hopefully improve things for next time)
The easiest way to do this is to reply to your order confirmation where all information is already to hand.
We will then be in touch to sort things out for you and to advise your return.
Full returns and cancellations conditions:
We kindly ask that the product and packaging is in its original, undamaged condition and where possible we will organise a collection with you for large items where possible (these include massage tables and inversion tables). We cannot accept products which are soiled, damaged, or in a state other to which it was delivered. We cannot accept returns for products which are not in a resaleble or reusable condition once opened (e.g. oils & creams), or which require special construction or installation (eg some massage chairs). Please ask us if you have any concerns.
Unless we advise, please do not attempt to return any of our larger products using the post or a courier service without our recommendation. By using us to collect the item where this is possible, you eliminate the risk of damages or lack or insurance when using other services. We cannot be held responsible for non-delivery of items sent to us without our own courier services, and you remain responsible for your items once delivered to you and until returned to us via a recorded and insured postage method. If we cannot collect for any reason on a day we have organised with you, we reserve the right to charge you another collection fee. The fee will come out of any refunded monies.
We reserve the right to charge this return postage fee and a restocking fee of up to 9% at our discretion (although in reality we rarely have to charge this restocking fee). You can contact us at anytime to see the cost of returns postage. The delivery/collection charge is the cost of the return postage where free delivery was on your original order exclusive of any delivery upgrades you may have purchased (such as special Saturday delivery for instance).
Why do we not collect returned items for free? It’s simple:
- Should you decide to return your purchase yourself rather than using collection service, where it is available, it will be considerably less than if you were to use the post or your own courier service. Costs are around £12-30 in the UK for large items like massage tables. We do not make a profit from this, it is the charge we pay the delivery couriers and covers the labour and administrative costs involved. Please contact us if you would like to see the return cost of any item any time, and we can look this up for you. This saves you time, effort and high costs when returning your purchase.
- It deters those who wish to try our products but who are not seriously considering purchasing our products. By eliminating wasted time, effort and expense, we can better serve you with the first-class and personalised service that you can expect from Body Massage Shop.
Refunds for returned items will be credited within 30 days of the returned item being received and inspected, but usually much quicker. You card issuer may take time to process the refund once we have applied it. Please be patient while we work on any returns, we’ll be going as quick as possible for you.
Please note that once an order is dispatched, we are unable to cancel an order and delivery so you will need to return the item though the process above. If we cannot deliver your item for three weeks due to an item being out of stock or delayed, you may contact us after 21 days to request an order cancellation.
In the event that the buyer is not available to take delivery of the goods, the courier will leave a contact card to arrange a convenient day for the delivery to be attempted again. Should the buyer not take steps to contact the courier to arrange redelivery, to successfully receive another automatic two attempts at delivery, or should the buyer refuse delivery where every attempt has been made to make delivery for goods that have been dispatched, the courier will return the goods to us. In this event we may charge the delivery fee.
Warranties and guarantees do not cover product wear and tear, misuse, damage, breakage from an item being dropped, commercial use on consumer items (unless otherwise specified in the product’s intended use – many of our products are covered for commercial use like our therapy equipment), or use of a product in a manner for which the product was not intended.
All product warranties are provided by the relevant product manufacturer or the distributor themselves. Warranties are not provided by Body Massage Shop. Body Massage Shop cannot be held liable or responsible for any use or misuse of a manufacturer’s product, and does not provide guarantees or warranties beyond that offered by any manufacturer or distributor. Body Massage Shop cannot be held responsible for suppliers or manufacturers ceasing trading/going into liquidation/going bankrupt/ceasing to exist in such a manner which leaves them unable to fulfil product support or warranties that until that point had been valid.
Terms and Conditions
Our full terms and conditions are available here.
Last updated January 2018.