Problem with your order or want to request a return? Please contact us in writing by replying to your order confirmation so we have your information to hand, or fill in the online form here.
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 absolutely THRILLED, just contact us by replying to your order confirmation for a refund (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.
2. Full Product Warranties
All of our products include at least a one year manufacturer’s 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. All repairs and replacements are carried out by Body Massage Shop free of charge.
There is a full five year guarantee on our most popular inversion tables, including the Teeter Hang Ups EP-560, Teeter Hang Ups EP-560 Sports, Teeter Hang Ups EP-960 and Teeter Hang Ups Contour L5, and a full two year warranty on the Teeter Hang Ups Power VI and Teeter Hang Ups DEX II. Teeter Gravity Boots also comes with the five year warranty.
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. 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.
Requsting a Return & Refund
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. Orders are also covered by the Money Back Guarantee so you can order virtually risk free.
You must notify us of any problems with your order within 7 days for 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. Please include:
- Your name
- Your order number
- Item(s) you would like to return
- Optional – why you are returning your item (so we can hopefully improve things for next time)
We will then be in touch to sort things out for you and to advise on how to return the product.
We kindly ask that the product and packaging is in its original, undamaged condition and we will organise a collection with you for any large item. We cannot accept products which are soiled or in a state other to which it was delivered. 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 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. If we cannot collect for any reason on a day we have organised with you, we reserve the right to change you another collection fee.
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 or 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 a failed delivery fee at cost (see below).
In some cases we may ask for the postage or a restocking fee of up to 9% at our discretion (although in reality we rarely have to charge this fee) to cover the costs involved. The delivery 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 Saturday delivery for instance). Using our collection service will be much cheaper than if you were to organise a courier yourself.
Why do we sometimes charge for returning an item? It’s simple:
- Should you decide to return your purchase then our charge will be considerably less than if you were to use the post or your own courier service. Costs are around £10-20 in the UK for large items like massage tables. We do not make a profit from this, and is the charge we pay the delivery couriers. It merely covers the labour and administrative costs involved with our delivery company. 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 will be credited within 30 days of the returned item being received, usually much quicker.
Please note that once an order is dispatched, we are unable to cancel an order and its delivery right away so you may need to return the item though the process above. If we cannot deliver your item for three weeks due to an item being subject to availability, you may contact us after 21 days to request an order cancellation.